SAP Cloud Customer Support

SAP’s Cloud Support organization offers three levels of customer support for Cloud Services.  Standard Support is included in the subscription fees for Cloud Services.  For an additional cost, customers can purchase Premium Plus and Platinum Support, if and when available, for the applicable Cloud Service.  Premium Plus and Platinum Support are not currently available for all SAP Cloud Service offerings.  Premium Plus and Platinum Support are not available, and are not provided, for any third party services purchased through or provided by SAP.

The following table describes the services included in SAP’s Standard, Premium Plus and Platinum Support levels.  Further clarification of terms in the following table are provided in the Capitalized Terms table below.

 

Standard Support

Premium Plus Support

Platinum Support

Customer Support Hours of Operation (excluding SAP holidays)

Monday- Friday 8:00 am - 6:00 pm Local Time Zone

Monday- Friday 8:00 am - 6:00 pm Local Time Zone

Monday- Friday 8:00 am - 6:00 pm Local Time Zone

24 X 7 Support (English Only)

P1 Issues

P1 and P2 Issues

P1 and P2 Issues

Customer Support Manager

Not Included

Included

Included

Customer Contacts Authorized to Contact SAP Cloud Support

Two (2) Primary Contacts; if the customer has subscribed to multiple Product Bundles: two (2) Primary Contacts per Product Bundle

Two (2) Primary Contacts; if the customer has subscribed to multiple Product Bundles: two (2) Primary Contacts per Product Bundle

Two (2) Primary Contacts; if the customer has subscribed to multiple Product Bundles: two (2) Primary Contacts per Product Bundle

Additional Non-Defect Resolution/Workaround Times SLA (see Response Levels table below)

Not Included

Not Included

Included

Enhanced SLA for the Employee Central and SAP Cloud Payroll Cloud Services

Not Included

Included

Included

Phone Support

English only

Multi-Language

Multi-Language

Contact Channels to Request Support

Phone, Web

Phone, Web, Chat

Phone, Web, Chat

Proactive Invites to SAP’s complimentary Administrator training sessions

Not Included

Included

Included

Value Improvement Program (VIP) Content

Not Included

Included

Included

Scheduled Review of Open Cases

Not Included

Bi-Monthly

Weekly

Business Review

Not Included

Bi-Annual

Quarterly

Escalation of Support Issues

Through appropriate Admin channel

Through appropriate Admin channel

Through appropriate Admin channel

Release Notes Review

Self-Service

Via Webinar

Live (in person) Review Delivered by Customer Support Manager

Customer Value Engagement

Not Included

One remote engagement per year Included

Two engagements per year Included

Annual Onsite Visit

Not Included

Not Included

Included

Application Administration

Not Applicable

Not Applicable

Administration Units (for SAP SuccessFactors Cloud Services only)


Support Languages:  SAP provides multi-language technical resolution support in the following languages:  English; German, available during the above Support Hours of Operation for Germany; Spanish, available during the above Support Hours of Operation for Spain; French, available during the above Support Hours of Operation for France; and Chinese, available during the above Support Hours of Operation for China.  Customers may receive technical resolution support in the non-English languages specified above by contacting SAP Cloud Support for the above applicable countries.

Response Levels

SAP responds to submitted support cases as described in the table below. 

Priority

Definition

Response Level

Additional Resolution/Workaround for Non-Defect Issues (Platinum Support Only)

P1

Very High:  The production system is not accessible or a critical business process for mission critical application cannot be completed for multiple users and no workaround is available.  It may include issues that materially affect data integrity or breach of security.

Initial Response: within one hour of case being submitted, and within 30 minutes of case being submitted for Employee Central or SAP Cloud Payroll Cloud Service issues if Customer has purchased Premium Plus or Platinum Support.
Ongoing communication: Once every hour
Resolution Target: SAP to provide a response within four hours.  Response to include either (i) a resolution; (ii) a workaround; or (iii) an action plan.  Responses shall include either a resolution or workaround for Employee Central or SAP Cloud Payroll Cloud Service issues if Customer has purchased Premium Plus or Platinum Support.

SAP to provide a resolution or workaround for Non-Defect Issues within one day.

P2

High:  The production system is operational but experiencing a major functional loss that impedes transactions from being completed. The development/test system is not accessible or operational.

Initial Response: within four business hours of case being submitted for Standard Support, and within two hours of case being submitted for Premium Plus and Platinum Support.
Ongoing Communication: Once every six hours. 

 

SAP to provide a resolution or workaround for Non-Defect Issues within three days.

P3

Medium:  The production system is experiencing a minor functional loss that does not significantly impede transactions from being completed. Also includes configurations or change requests that have high business impact.

Initial Response: within one business day of case being submitted for Standard Support, and within four business hours of case being submitted for Premium Plus and Platinum Support.
Ongoing Communication:  Once every three business days for non-defect and two weeks for product defect.

SAP to exercise commercially reasonable efforts to provide a resolution or workaround for Non-Defect Issues within five days for 95% of P3 support cases submitted to SAP in a one year period.

P4

Low:  Change or configuration requests and minor problems.  Inquiries about product usage and application capabilities.

Initial Response:  within two business days of case being submitted for Standard Support, and within one business day of case being submitted for Premium Plus and Platinum Support.
Ongoing Communication: Once every week for non-defect and three weeks for product defect.

N/A

 

Contacting Support

SAP provides customers with one back-up Customer Contact for each primary Customer Contact.  At least one of a customer’s primary and back-up Customer Contacts shall be an Application Administrator.  Application Administrators should have taken SAP’s Admin Training Course.  Customers may identify and update their Customer Contacts for a Cloud Service through the applicable Cloud Support Customer Portal described in the table below.

Cloud Support Customer Portal

SAP SuccessFactors Cloud Services Cloud Support

https://support.successfactors.com

SAP Ariba Cloud Support

https://connect.ariba.com

SAP Cloud Services Cloud Support

https://www.sme.sap.com














During the Cloud Service configuration and up until “Go-Live”, customers’ primary point of contact is SAP Consulting Services, or an SAP implementation partner, as applicable.  After “Go-Live” of the Cloud Service, customers’ primary point of contact is SAP’s Cloud Support organization.  Once a customer’s contract with SAP to receive Cloud Services is in effect, that customer may contact SAP’s Support organization for support services or to initiate Administration Unit services for the Cloud Services.

To provide SAP Customer Support, SAP needs customers to provide relevant information to enable SAP to reproduce, troubleshoot and resolve the experienced error such as, by way of an example, instance name, username, form name and screenshot.

Capitalized Terms

Below are further explanations of the capitalized terms used above:

Admin Training Course

Administrator training offered through the SAP Academy.

Administration Units

Pre-purchased units that customers who have purchased Platinum Support may redeem for certain support services related to SAP’s Cloud Services.  Administration Units may be used for key administrative tasks such as, by way of example, user and permission management, document and workflow management, analytics and reporting set-up and management and content management.  Administration Units are not available for, and do not apply to, SAP Cloud Services.

Application Administrator

A customer’s primary contact.  SAP requires Application Administators to take the Admin Training Course prior any production use of SAP’s Cloud Services.

Business Review

A review conducted by a customer’s Customer Support Manager.  A Business Review may include the review of the relationship between SAP and an SAP customer, that customer’s adoption of SAP’s Cloud Services, best practices, issues and mitigation plans, as applicable.

Customer Support Manager

A specific SAP customer representative that is assigned to manage and perform reviews of a customer’s overall support case activity.

Customer Value Manager

A Cloud Service-specific customer representative focused to help SAP customers identify better and more beneficial ways to use SAP’s Cloud Service.

Customer Value Engagement

A meeting or workshop between a customer and its Customer Support Manager and/or Customer Value Manager to assist that customer in enhancing its experience in using SAP’s Cloud Service and increasing the customer’s usage and adoption of SAP’s Cloud Service.

Enhanced SLA for the Employee Central Cloud Service

SAP offers additional SLAs for customers of its Employee Central Cloud Service that purchase Premium Plus or Platinum Support.  Additional SLAs are set forth in the applicable supplemental terms for the Employee Central Cloud Service.

Local Time Zone

A customer’s local time zone, depending on where the customer is headquartered.

Non-Defect Issue

A reported support case that does not involve a defect in the applicable Cloud Service and does not require engineering or operations personnel to resolve.

Product Bundle

A Cloud Service Product Bundle, if any, that a customer subscribes to as part of its order for SAP’s Cloud Services.

Release Notes

Generally available documented summaries, webinars and videos provided by SAP to inform and instruct customers on new product release changes.

SAP Cloud Service

Any Cloud Service set forth in an applicable Order Form that is not an SAP SuccessFactors Cloud Service.

SAP SuccessFactors Cloud Service

The Cloud Service for SuccessFactors Business Execution Software Solutions or other SuccessFactors Cloud Service identified in the applicable Order Form.

Value Improvement Program Content

SAP content under its Value Improvement Program to share customers’ best practices, thought leadership and value measurement for SAP’s Cloud Services.