Executive Clarity · SAP Contract Terms

SAP Support Advisory Center

FixedEffectively non-negotiable in standard paper. Spend your capital elsewhere; manage the consequence instead.

What it governs

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.

Why SAP moves on it — or doesn't

Part of the published Enterprise Support scope. It is not sold separately and its remit does not change per customer.

The lever

Use the annual report and the escalation path. Customers who have never contacted the Advisory Center are paying for a service they treat as invisible.

In SAP's published documents

A global unit within SAP support for very-high-priority incidents and top issues: an additional escalation level with 24×7 root-cause analysis, CQC delivery planning, one Enterprise Support report per calendar year on request, remote primary certification of the Customer Center of Expertise on request, and guidance when a CQC or written recommendation shows a critical status.

Source: SAP Enterprise Support Schedule, section 2.2 — enAU.v.4-2024 — a regional edition; the global English schedule was not surfaced by the Trust Center finder, so wording may differ by country. 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 fixed
  • Continuous Quality Check — 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.
  • Data Processing Agreement — Roles, security measures, sub-processors and transfer mechanisms for personal data.
  • Delivery of Software — How the software is made available, typically electronic download with an S-user ID and passcode stated in the order form.
  • Full Use Equivalent — 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.

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.