Executive Clarity · SAP Contract Terms

Support Case Priority

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

What it governs

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.

Why SAP moves on it — or doesn't

The definitions and targets are the same for every customer; changing them would break SAP's global support operation. What varies is whether the customer's case actually meets the definition it claims.

The lever

Very high requires a named, English-speaking contact available around the clock and a written business-impact statement — without them SAP may downgrade the case. Prepare both before the incident that needs them.

In SAP's published documents

Four priorities with published definitions. Very high: very serious consequences for core business processes, urgent work cannot be performed — a productive service down, an imminent go-live or upgrade blocked, or core processes seriously affected, with no workaround. For a very-high case the customer must provide a detailed business-impact description and an English-speaking contact available 24×7.

Source: Support Schedule for Cloud Services, section 3; SAP Enterprise Support Schedule, section 2.1 — enGLOBAL.v.07-2025 · 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 · also SAP Enterprise Support Schedule (enAU.v.4-2024). 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.