SAP contract terms, A–Z.

A support portfolio for customers under strict security or data-privacy regulation: support delivered under additional controls on who may access the systems and from where.

Whether group companies may use the licensed software, and on what basis.

Whether the agreement can be transferred, typically on a merger, acquisition or divestment.

SAP's right to verify licence compliance, the notice required, frequency, and who bears cost.

CQC: at least one remote quality-check service per year for each supported solution under Enterprise Support, delivered through SAP's lifecycle tooling, ending in an action plan or written recommendations.

Credit granted for terminating existing licences, applied against a new purchase; the terminated licences' maintenance base is removed.

The customer's own SAP support organisation, which SAP recognises through a primary certification — remote, free under Enterprise Support on request — and which is a precondition for some of SAP's other support arrangements.

Roles, security measures, sub-processors and transfer mechanisms for personal data.

How the software is made available, typically electronic download with an S-user ID and passcode stated in the order form.

SAP's document-based licensing model for indirect scenarios, charging by documents created rather than by users.

Reduction from list price on licence or subscription fees, applied per line item.

SAP's right to raise support or subscription fees at renewal, usually capped by reference to a published index.

The RISE / S/4HANA Cloud aggregation metric. Individuals are converted into a single pooled number at fixed ratios, and the pool may be reallocated between use types during the term.

Access to SAP data or functions by people or systems that never log into SAP directly - through a portal, a middleware layer, a bot or a third-party application.

What SAP's support service levels actually measure: the time until a qualified response, and — for the highest priorities — a corrective-action target for a resolution, a workaround or an action plan. Not a resolution time.

The first committed period, after which renewal mechanics take over. On-premise support terms commonly run to 31 December of the following full calendar year, which makes the real first term anywhere from 12 to 24 months.

The cap on each party's damages and the categories excluded.

The clock the medium- and low-priority response targets run on: eight to six, Monday to Friday, in the customer's local time zone, excluding local holidays.

The first of SAP's maintenance phases for a release: full support under the customer's support agreement from release-to-customer through the unrestricted shipment phase. It is followed by extended maintenance where SAP offers it — at an additional fee and under a separate contract — and otherwise, automatically and at the unchanged support fee, by customer-specific maintenance with a restricted scope and no expiry date.

The notional licence value the support fee is calculated on. It is not the amount actually paid - it survives discounts, and it persists after the licence fee is long forgotten.

The classic on-premise metric: a licence per individual authorised to access the system, by user type, irrespective of actual use.

Which document controls when the stack disagrees. Order forms list it explicitly.

A ceiling on future pricing for additional quantities or renewals.

Standard terms incorporated by URL - use rights, support schedule, DPA, GTC, supplements.

Automatic extension periods following the initial term, each typically one year.

The mid-tier premium engagement — successor of SAP ActiveEmbedded — with a defined set of proactive services and a smaller named SAP team than MaxAttention.

SAP's application lifecycle management tooling for cloud and hybrid landscapes, delivered as part of Enterprise Support, cloud editions under published usage rights — the successor role to SAP Solution Manager.

The automated monitoring report SAP generates on a supported system's health, performance and configuration, delivered as part of Enterprise Support and used by SAP to trigger further quality checks.

The default support level for on-premise software: mission-critical support with response-time commitments, the Support Advisory Center, Continuous Quality Checks, SAP EarlyWatch Alert, application lifecycle tooling, and the right to a service-level credit when SAP misses its own targets.

The support included in every cloud subscription fee: case handling with published response targets, 24×7 mission-critical support for the two highest priorities, the customer support website, and application lifecycle tooling.

A time-bound subscription that keeps ECC on SAP HANA in service from 2031 to 2033 for customers whose conversion will not be complete when extended maintenance ends in 2030, delivered through SAP's private cloud with transformation services attached.

SAP's top premium engagement: a long-term, individually scoped partnership with named SAP experts, on-site and remote, around the customer's business goals as much as its technical landscape.

The paid add-on above Enterprise Support, cloud editions: faster response targets, a corrective-action target for high-priority cases, designated contacts, strategic guidance and success programmes for eligible cloud services.

PSLE: the support offering for large customers who run their own support organisation — the fundamental support services, tools and methods without the engagement layer of Enterprise Support, priced separately.

The lower on-premise support level: incident handling and updates without the mission-critical commitments, the Advisory Center and the quality checks that define Enterprise Support.

The global unit inside SAP support that handles very-high-priority incidents and top issues for Enterprise Support customers: an additional escalation level with round-the-clock root-cause analysis, quality-check planning and one Enterprise Support report a year on request.

SAP's premium engagement for implementation projects led by the customer or a partner: safeguarding services scoped to a specific programme and its go-live.

Availability commitment for cloud services and the credits payable when it is missed.

The committed period for cloud services, and the basis on which volumes may change.

The four priorities a support case can carry — very high, high, medium, low — and the response targets each one triggers. The definitions are published and the customer sets the priority.

The multiplier applied to the Maintenance Base to produce the annual support fee. Standard enterprise support sits at 22%; SAP Product Support for Large Enterprises (PSLE) is priced separately.

A right to exit without cause.

Where the software may be used, usually worldwide subject to export control.