Executive Clarity · SAP Contract Terms

SAP Preferred Success

MovableMoves with pressure, volume, timing or escalation. Expect a fight, expect to win something.

What it governs

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.

Why SAP moves on it — or doesn't

The scope is published; the price is a percentage of the subscription and moves with the size of the deal. The tangible difference is measurable — two hours instead of four on a high-priority case, four business hours instead of a day on medium, and a three-business-day corrective-action target that the base level does not carry.

The lever

Price it against the incident history you actually have. If the business case rests on response times, ask what the corrective-action target is worth to you; if it rests on guidance, ask who the designated contact will be by name.

In SAP's published documents

An add-on to SAP Enterprise Support, cloud editions, purchasable for eligible cloud services for an additional fee; not available for third-party cloud services bought through SAP. Enhanced targets: P2 initial response within 2 hours with a corrective-action target of 3 business days; P3 within 4 business hours; P4 within 1 business day; 24×7 prioritised case handling.

Source: Support Schedule for Cloud Services, sections 2–3 — enGLOBAL.v.07-2025 · also support.sap.com — SAP Preferred Success (read 17 Sep 2026). Checked 2026-09-17 against the SAP Trust Center; editions change — re-verify before relying on it.

Before you rely on this. A judgement, not legal advice. SAP's standard terms change — verify the current wording of this term in the standard documents published at the SAP Trust Center before using it in a live negotiation.
Also rated movable
  • Audit — SAP's right to verify licence compliance, the notice required, frequency, and who bears cost.
  • Conversion Credit — Credit granted for terminating existing licences, applied against a new purchase; the terminated licences' maintenance base is removed.
  • Digital Access — SAP's document-based licensing model for indirect scenarios, charging by documents created rather than by users.
  • Fee Increase — SAP's right to raise support or subscription fees at renewal, usually capped by reference to a published index.

This entry was generated with AI assistance from SAP contract vocabulary that is publicly available through search, and reviewed for plausibility, not completeness. General guidance only — verify the current wording and your own position before relying on it.