HomeMy WebLinkAboutStaff Report 2605-6393CITY OF PALO ALTO
CITY COUNCIL
Special Meeting
Monday, June 15, 2026
Council Chambers & Hybrid
5:30 PM
Agenda Item
10.Approval of Amendment Number 1 to Purchase Order C26195416 with Carahsoft in the
Amount of $375,246 for Additional SAP Business Data Cloud Capacity Units and Related
Non-Productive Memory Extension; CEQA Status - Not a Project
City Council
Staff Report
From: City Manager
Report Type: CONSENT CALENDAR
Lead Department: IT Department
Meeting Date: June 15, 2026
Report #:2605-6393
TITLE
Approval of Amendment Number 1 to Purchase Order C26195416 with Carahsoft in the
Amount of $375,246 for Additional SAP Business Data Cloud Capacity Units and Related Non-
Productive Memory Extension; CEQA Status - Not a Project
RECOMMENDATION
Staff recommends that the City Council approve and authorize the City Manager or designee to
execute Amendment No. 1 to Purchase Order C26195416 with Carahsoft for additional SAP
Business Data Cloud capacity and related non-productive memory extension in an amount not
to exceed $375,246 for the Enterprise Resource Planning Upgrade 2026 Project, Capital
Improvement Program Project TE-19000. This amendment results in a revised total purchase
order not-to-exceed amount of $7,011,075 over a five-year term.
BACKGROUND
On September 16, 2025, the Finance Committee reviewed staff’s recommendation to approve
Purchase Order C26195416 with Carahsoft, using GSA Blanket Purchase Agreement Contract
No. 47QSWA18D008F1, for SAP S/4HANA software and hosting services for a 5-year term in an
amount not to exceed $6,640,429, together with a $1,660,000 FY 2026 Technology Fund
appropriation for the Enterprise Resource Planning Upgrade 2026 Project (TE-19000). The
Finance Committee unanimously recommended City Council approval, acknowledging the
importance of remaining on a fully supported platform and acting before the end of September
to secure a transformation incentive credit to support City’s migration to SAP Cloud Services2.
On September 29, 2025, the City Council approved Purchase Order C26195416 for the 5-year
term ending December 31, 2030. City has used SAP as its core ERP system since 2003 to support
1 GSA Contract 47QSWA18D008F:
https://www.gsaadvantage.gov/ref_text/47QSWA18D008F/100V5C.3VR800_47QSWA18D008F_47QSWA18D008F
11-24-2024-565316.PDF
2 September 16, 2025 Finance Committee Staff Report:
https://recordsportal.paloalto.gov/WebLink/DocView.aspx?id=64844&dbid=0&repo=PaloAlto&cr=1
Finance, Human Resources, Payroll, Procurement, Budgeting, and Utilities, and previously
upgraded the platform in 2021. Because SAP support for the City’s current ERP platform ends
on January 1, 2028, City initiated this modernization effort to transition to SAP S/4HANA and
related cloud services5.
ANALYSIS
Table #1: Cost Summary (December 31, 2025 – December 30, 2030)
Year
Annual Cost
Previously
Approved by
City Council
Annual Cost of
Additional SAP Cloud
Services From
August 1, 2026 Subtotal
1 $1,643,281 $35,314 $1,678,595
2 $1,643,899 $84,983 $1,728,882
3 $1,643,899 $84,983 $1,728,882
4 $1,643,899 $84,983 $1,728,882
5 $1,643,899 $84,983 $1,728,882
5-Yr Total $8,218,878 $375,245 $8,594,124
Cloud Credit/Transformation Incentive $1,583,053 $1,583,053
Total After Cloud Credit $6,635,825 $7,011,070
5 September 29, 2025 City Council Staff Report: https://www.paloalto.gov/files/assets/public/v/1/administrative-
services/budget-adjustments-and-monitoring/fy26-budget-adjustments/cmr-2509-5240-aa1-9.29.25.pdf
current SAP platform before vendor support ends on January 1, 2028 and to maintain a secure,
supported, modern enterprise platform.
FISCAL/RESOURCE IMPACT
STAKEHOLDER ENGAGEMENT
ENVIRONMENTAL REVIEW
ATTACHMENTS
APPROVED BY:
GOVERNMENT - PRICE QUOTATION
SAP GOVERNMENT AT CARAHSOFT
11493 SUNSET HILLS ROAD | SUITE 100 | RESTON, VIRGINIA 20190
PHONE (703) 871-8500 | FAX (703) 871-8505 | TOLL FREE (888) 66CARAH
WWW.CARAHSOFT.COM | SAP@CARAHSOFT.COM
TO:Sherrie Wong
Senior Management Analyst
City of Palo Alto
250 Hamilton Avenue
2nd Floor
Palo Alto, CA 94301 USA
EMAIL:sherrie.wong@cityofpaloalto.org
PHONE: (650) 617-3152
FROM:Martin Tamula
Carahsoft Technology Corp.
11493 Sunset Hills Road
Suite 100
Reston, Virginia 20190
EMAIL:Martin.Tamula@carahsoft.com
PHONE: (571) 662-4389
TERMS:GSA Schedule No: 47QSWA18D008F
Term: August 22, 2018 - August 21, 2028
FTIN: 52-2189693
Shipping Point: FOB Destination
Credit Cards: VISA/MasterCard/AMEX
Remit To: Same as Above
Payment Terms: Net 30 (On Approved Credit)
Cage Code: 1P3C5
DUNS No: 088365767
UEI: DT8KJHZXVJH5
Business Size: Other than Small
Sales Tax May Apply
QUOTE NO:64694612
QUOTE DATE:05/28/2026
QUOTE EXPIRES:06/30/2026
RFQ NO:
SHIPPING:ESD
TOTAL PRICE:$35,313.56
TOTAL QUOTE:$35,313.56
LINE NO.PART NO.DESCRIPTION -QUOTE PRICE QTY EXTENDED PRICE
PRORATED BASE YEAR
1 8019271-1-infinite-611 SAP Business Data Cloud, core capacity (1-Infinite Tier;
Block Of 1 Capacity Unit; Minimum of 640 Block; Per Year)
SAP Industries, Inc. - 8019271-1-infinite
Start Date: 08/01/2026
End Date: 12/30/2026
Reference ID: 3063590188
$4.1335 GSA 6,956 $28,752.63
2 8011727-1-Infinite-611 SAP Cloud, memory extension for non-productive tiers,
private edition (1-Infinite Tier; Block Of 256 Gigabyte;
Minimum of 1 Block; Per Year)
SAP Industries, Inc. - 8011727-1-Infinite
Start Date: 08/01/2026
End Date: 12/30/2026
Reference ID: 3063590188
$6,560.93 GSA 1 $6,560.93
PRORATED BASE YEAR SUBTOTAL:$35,313.56
SUBTOTAL:$35,313.56
TOTAL PRICE:$35,313.56
TOTAL QUOTE:$35,313.56
SUGGESTED OPTIONS
LINE NO.PART NO.DESCRIPTION -QUOTE PRICE QTY EXTENDED PRICE
OPTION YEAR 1
3 8019271-1-infinite-611 SAP Business Data Cloud, core capacity (1-Infinite Tier;
Block Of 1 Capacity Unit; Minimum of 640 Block; Per Year)
SAP Industries, Inc. - 8019271-1-infinite
Start Date: 12/31/2026
End Date: 12/30/2027
Reference ID: 3063590188
$9.9473 GSA 6,956 $69,193.42
CONFIDENTIAL
PAGE 1 of 3
QUOTE DATE:05/28/2026
QUOTE NO:64694612
GOVERNMENT - PRICE QUOTATION
SAP GOVERNMENT AT CARAHSOFT
11493 SUNSET HILLS ROAD | SUITE 100 | RESTON, VIRGINIA 20190
PHONE (703) 871-8500 | FAX (703) 871-8505 | TOLL FREE (888) 66CARAH
WWW.CARAHSOFT.COM | SAP@CARAHSOFT.COM
SUGGESTED OPTIONS
LINE NO.PART NO.DESCRIPTION -QUOTE PRICE QTY EXTENDED PRICE
4 8011727-1-Infinite-611 SAP Cloud, memory extension for non-productive tiers,
private edition (1-Infinite Tier; Block Of 256 Gigabyte;
Minimum of 1 Block; Per Year)
SAP Industries, Inc. - 8011727-1-Infinite
Start Date: 12/31/2026
End Date: 12/30/2027
$15,789.47 GSA 1 $15,789.47
OPTION YEAR 1 SUBTOTAL:$84,982.89
OPTION YEAR 2
5 8019271-1-infinite-611 SAP Business Data Cloud, core capacity (1-Infinite Tier;
Block Of 1 Capacity Unit; Minimum of 640 Block; Per Year)
SAP Industries, Inc. - 8019271-1-infinite
Start Date: 12/31/2027
End Date: 12/30/2028
Reference ID: 3063590188
$9.9473 GSA 6,956 $69,193.42
6 8011727-1-Infinite-611 SAP Cloud, memory extension for non-productive tiers,
private edition (1-Infinite Tier; Block Of 256 Gigabyte;
Minimum of 1 Block; Per Year)
SAP Industries, Inc. - 8011727-1-Infinite
Start Date: 12/31/2027
End Date: 12/30/2028
$15,789.47 GSA 1 $15,789.47
OPTION YEAR 2 SUBTOTAL:$84,982.89
OPTION YEAR 3
7 8019271-1-infinite-611 SAP Business Data Cloud, core capacity (1-Infinite Tier;
Block Of 1 Capacity Unit; Minimum of 640 Block; Per Year)
SAP Industries, Inc. - 8019271-1-infinite
Start Date: 12/31/2028
End Date: 12/30/2029
Reference ID: 3063590188
$9.9473 GSA 6,956 $69,193.42
8 8011727-1-Infinite-611 SAP Cloud, memory extension for non-productive tiers,
private edition (1-Infinite Tier; Block Of 256 Gigabyte;
Minimum of 1 Block; Per Year)
SAP Industries, Inc. - 8011727-1-Infinite
Start Date: 12/31/2028
End Date: 12/30/2029
$15,789.47 GSA 1 $15,789.47
OPTION YEAR 3 SUBTOTAL:$84,982.89
OPTION YEAR 4
9 8019271-1-infinite-611 SAP Business Data Cloud, core capacity (1-Infinite Tier;
Block Of 1 Capacity Unit; Minimum of 640 Block; Per Year)
SAP Industries, Inc. - 8019271-1-infinite
Start Date: 12/31/2029
End Date: 12/30/2030
Reference ID: 3063590188
$9.9473 GSA 6,956 $69,193.42
10 8011727-1-Infinite-611 SAP Cloud, memory extension for non-productive tiers,
private edition (1-Infinite Tier; Block Of 256 Gigabyte;
Minimum of 1 Block; Per Year)
SAP Industries, Inc. - 8011727-1-Infinite
Start Date: 12/31/2029
End Date: 12/30/2030
$15,789.47 GSA 1 $15,789.47
OPTION YEAR 4 SUBTOTAL:$84,982.89
SUGGESTED OPTIONS SUBTOTAL:$339,931.56
CONFIDENTIAL
PAGE 2 of 3
QUOTE DATE:05/28/2026
QUOTE NO:64694612
GOVERNMENT - PRICE QUOTATION
SAP GOVERNMENT AT CARAHSOFT
11493 SUNSET HILLS ROAD | SUITE 100 | RESTON, VIRGINIA 20190
PHONE (703) 871-8500 | FAX (703) 871-8505 | TOLL FREE (888) 66CARAH
WWW.CARAHSOFT.COM | SAP@CARAHSOFT.COM
Quote Terms:
By issuing a Purchase Order that references Carahsoft Quote Number 64694612 and GSA MAS 8F: 47QSWA18D008F, The City of Palo Alto agrees to be bound by the terms and
conditions outlined below.
The City of Palo Alto's access to and use of the SAP Cloud Services, and SAP's obligations thereto, are subject to the following, which are collectively referred to as the
"Customer Cloud Agreement", and which are given priority in the order listed:
1) Appendix A - Additional Terms
2) Exhibit 1 - End User Selected SAP BW Capacity Services
3) Exhibit 2 - End User Selected SAP MDG Capacity Services
4) SAP Cloud Supplement http://www.sap.com/agreements-cloud-supplement
5) Support Schedule for Cloud Services http://www.sap.com/agreements-cloud-support
6) Service Level Agreement for Cloud Services http://www.sap.com/agreements-cloud-service-level-agreement
7) Data Processing Agreement for Cloud Services https://static.carahsoft.com/concrete/files/5517/0293/2214/SAP_GTC_Cloud_DPA_and_DPA_GSA_Approved_10.3.23.pdf
8) General Terms and Conditions for SAP Cloud Services (for GSA Indirect Sales)
https://static.carahsoft.com/concrete/files/5517/0293/2214/SAP_GTC_Cloud_DPA_and_DPA_GSA_Approved_10.3.23.pdf
CONFIDENTIAL
PAGE 3 of 3
QUOTE DATE:05/28/2026
QUOTE NO:64694612
Appendix A - Additional Terms
1. Subscription Cloud Services
1.1 Application
This Section applies only to Subscription Cloud Services as defined below.
1.2 Specific Definitions
1.2.1 “Subscription Cloud Services” means all Cloud Services subscribed to under this Carahsoft Quote, except for
CPEA Cloud Services, Cloud Platform Voucher, BTPEA Cloud Services and AI Units, if any.
1.2.2 “Excess Use” means any use of a Subscription Cloud Service that exceeds the Usage Metrics and Usage
Metric Limitation/Volume stated in this Carahsoft Quote.
1.3. Excess Use
In case of Excess Use, Customer shall execute an additional Carahsoft Quote to document subscriptions for such
additional Usage Metric, Usage Metric Limitation/Volume. Customer shall pay for Excess Use based on Carahsoft’s
prices effective on the date the Excess Use began. Fees for Excess Use accrue from the date the Excess Use
began.
1.4 Fee Changes
1.4.1 Carahsoft may increase fees for the Cloud Services at the beginning of each Renewal Term. This increase will
not exceed 3.3%. Not raising fees is not a waiver of Carahsoft’s right to do so.
2. Cloud Credit
2.1 Provided Carahsoft is not in default on any payments to SAP relating to the End User, SAP grants Carahsoft for
the benefit of the End User a credit in the amount set out in Carahsoft Quote under “Customer Credit” subject to the
following conditions:
2.2 Carahsoft may apply the credit, for the benefit of the End User, to satisfy payment obligations for the fees invoiced
by the Expiration Date of the Carahsoft Quote.
2.3 Customer must apply the credit before the Expiration Date (identified in Carahsoft Quote);
2.4 if the credit is not fully applied before the Expiration Date, no refund or other remuneration will be provided;
2.5 if the fees exceed the amount of the credit, Customer will pay the excess fees in accordance with the payment
terms of the respective Carahsoft Quote;
2.6 The credit cannot be applied towards the purchase of development services, development support services,
attach services, SAP learning nor can it be used to off-set any travel expenses;
2.7 SAP reserves the right to reject the Carahsoft Quote, if the Carahsoft has not provided the End User
acknowledgement letter duly signed.
2.8 Carahsoft must extend this credit to End User in full and at no charge, SAP may have the right to Audit Partner to
verify.
Customer Credit
Credit Title Expiration Date Amount in USD
Credit this Order Form - CCCL 07/31/2028 58,470.12
3. Additional Terms
The Agreement is subject to the following modifications:
3.1 Product Development Schedule
The Product Development Schedule published at http://sap.com/agreements-cloud-product-development-schedule is
incorporated into and becomes an integral part of the Carahsoft Quote.
3.2 Publicity
SAP may include Customer's name and subscribed Cloud Services in SAP customer lists and earnings
communications.
3.3 Additional Terms for SAP Business Data Cloud, core capacity
3.3.1 Management of End User Capacity Service Selection and SAP Provisioning and Delivery
End User’s selection of specific Capacity Services from those available with the SAP Business Data Cloud, core
capacity Cloud Service (as set forth in the SAP Business Data Cloud Supplement) and SAP’s provisioning and
delivery thereof (all subject to the Usage Metric Limitation and Subscription Term for the SAP Business Data Cloud,
core capacity Cloud Service) will be documented and managed using:
(a) for Capacity Services (other than SAP BW Capacity Services and SAP MDG Capacity Services), the customer
portal found at https://me.sap.com/home (inclusive of any successor site(s) made available by SAP, “SAP for Me”) will
be used;
(b) for SAP BW Capacity Services, “Exhibit 1, End User Selected SAP BW Capacity Services”, which is incorporated
herein and made a part hereof as “Exhibit 1” to the Carahsoft Quote; and
(c) for SAP MDG Capacity Services, “Exhibit 2, End User Selected SAP MDG Capacity Services”, which is
incorporated herein and made a part hereof as “Exhibit 2” to the Carahsoft Quote.
For purposes of clarity, if End User does not select any SAP BW Capacity Services and/or SAP MDG Capacity
Services as of the effective date of the Carahsoft Quote:
(i) only a “shell” (i.e., blank other than header detail) Exhibit 1 and/or Exhibit 2 (as applicable) will be
included as of the effective date of this Carahsoft Quote;
(ii) should End User subsequently (i.e., during the Subscription Term) desire any SAP BW Capacity
Services and/or SAP MDG Capacity Services, Customer will notify SAP of the same and the parties will
work in good faith to complete the Exhibit 1 and/or Exhibit 2 shell(s) (as applicable) and contractually
implement the same; and
(iii) no SAP BW Capacity Services or SAP MDG Capacity Services will be provisioned or delivered until the
requirements in (ii) are complete.
3.3.2. Regarding SAP BW Capacity Services and SAP MDG Capacity Services
Provisioning and availability of SAP BW Capacity Services and SAP MDG Capacity Services may be delayed
beyond the Product Start Date for SAP Business Data Cloud, core capacity. Applicable product start dates for
SAP BW Capacity Services and SAP MDG Capacity Services, if any, will be as set forth in the applicable
Exhibit(s).
3.3.3. Regarding SAP Databricks Capacity Services (all of which are non-SAP developed cloud services)
3.3.3.1. Special Terms Applicable to SAP Databricks Capacity Services
Notwithstanding anything in the Agreement to the contrary, the following special terms apply to all SAP
Databricks Capacity Services in the SAP Business Data Cloud Supplement (excluding the SAP4ME
administrative and support services):
3.3.3.1.1. End User has the option to consume SAP Databricks Capacity Services, provided that End User first
accepts a separate agreement with Databricks (“Databricks Agreement”), which is provided for acceptance during
provisioning of the SAP Databricks Capacity Services. A reference copy of the Databricks Agreement is available for
preview at https://www.databricks.com/legal/sap-databricks-tos. End User has no entitlement to and cannot use the
SAP Databricks Capacity Services if it does not enter into a Databricks Agreement.
3.3.3.1.2. SAP is not a party to the Databricks Agreement and has no control over the Databricks Agreement.
3.3.3.1.3 The following subject matter is governed exclusively by the Databricks Agreement:
(a) all data protection obligations applicable to processing of Personal Data by or within SAP Databricks Capacity
Services; and
(b) all administrative, physical, and technical safeguards to protect the security and confidentiality of SAP
Databricks Capacity Services and the Databricks Customer Data.
“Databricks Customer Data” means any Customer Data processed by or within SAP Databricks Capacity
Services.
3.3.3.1.4. For clarity, the DPA and SAP Product Development Schedule in the Agreement with Carahsoft do not apply
to SAP Databricks Capacity Services.
3.3.3.1.5. Carahsoft is not a processor or subprocessor of any Personal Data by or within SAP Databricks Capacity
Services, and Carahsoft is not responsible for any processing of Personal Data by Databricks, or for Databricks
complying with any data protection or privacy laws applicable to Personal Data.
3.3.3.1.6. The Security Measures of the SAP Cloud Services apply to SAP Cloud Services independently processing
Customer Data outside of SAP Databricks Capacity Services, and do not apply to SAP Databricks Capacity Services.
Carahsoft is not responsible for providing or maintaining any security or technical and organizational measures of any
kind for SAP Databricks Capacity Services or Databricks Customer Data in SAP Databricks Capacity Services. The
security and data protection commitments for SAP Databricks Capacity Services and Databricks Customer Data are
made solely between End User and Databricks pursuant to the Databricks Agreement. References to SAP Cloud
Services in this section do not include SAP Databricks Capacity Services.
3.3.3.1.7. All responsibility, liability, any regulatory requirements, and allocation of risk for Databricks Customer Data
in SAP Databricks Capacity Services are exclusively between End User and Databricks pursuant to the Databricks
Agreement, and Carahsoft has no responsibility or liability for damages of any kind relating to Databricks Customer
Data in SAP Databricks Capacity Services except to the extent caused by Carahsoft.
3.3.3.1.8. Electing to use SAP Databricks Capacity Services is an option for customers with a subscription for the
SAP Business Data Cloud, core capacity Cloud Service; Customer does not have any right of refund on the basis that
End User has elected not to enter into the Databricks Agreement to use SAP Databricks Capacity Services.
3.3.3.1.9. If Databricks notifies SAP that it is terminating the Databricks Agreement due to a material uncured breach
by End User, End User’s subscription to all SAP Databricks Capacity Services will automatically terminate upon the
termination effective date of the Databricks Agreement and Databricks will de-activate End User’s access to all SAP
Databricks Capacity Services. End User will not be entitled to a refund or reduction of the Capacity Units as a result
of an SAP Databricks Capacity Services termination, but End User may instead allocate the remaining balance of the
Capacity Units to consume other eligible non-SAP Databricks Capacity Services as set forth in the SAP Business
Data Cloud Supplemental Terms.
3.3.3.1.10. Without limiting the foregoing, no term in the Databricks Agreement will be deemed to modify the
Agreement or any other agreement between Customer and Carahsoft, unless otherwise expressly agreed in writing
by Carahsoft.
4. Export Restrictions
Further information on SAP's Export Control and Sanctions Compliance can be found at:
https://www.sap.com/about/agreements/export-statements.html.
Service Level Agreement for Cloud Services enGLOBAL.v.8-2023 Page 1 of 1
SERVICE LEVEL AGREEMENT FOR CLOUD SERVICES
1. DEFINITIONS
1.1. “Credit” means 2% of the Monthly Subscription Fees for the affected subscription-based Cloud Service or the monthly Cloud
Credits (as defined in the Order Form) consumed for the affected consumption-based Cloud Service, for each 1% below the
System Availability SLA, not to exceed 100% of the fees paid or Cloud Credit consumed by the Customer for the relevant Month
for the affected Cloud Service.
1.2. “Downtime” means the Total Minutes in the Month during which the production version of the Cloud Service is not available,
except for Excluded Downtimes.
1.3. “Excluded Downtime” means the Total Minutes in the Month attributable to a Maintenance Window; or any Major Upgrade
Window for which the Customer has been notified at least 5 business days in advance; or unavailability caused by factors outside
of SAP’s reasonable control, such as unpredictable and unforeseeable events that could not have been avoided even if
reasonable care had been exercised.
1.4. “Maintenance Window” means the weekly maintenance windows for the Cloud Service identified on
https://support.sap.com/maintenance-windows. SAP may update the Maintenance Window from time to time in accordance with
the Agreement.
1.5. “Major Upgrade Window” means the extended upgrade maintenance windows for the Cloud Service identified on
https://support.sap.com/maintenance-windows. SAP may update the Major Upgrade Window from time to time in accordance
with the Agreement.
1.6. “Month” means a calendar month.
1.7. “Monthly Subscription Fees” means the monthly (or 1/12 of the annual fee) subscription fees paid for the applicable Cloud
Service which did not meet the System Availability SLA.
1.8. “System Availability Percentage” is calculated and defined as follows:
� Total Minutes in the Month−Excluded Downtime − Downtime Total Minutes in the Month−Excluded Downtime �∗100
1.9. “System Availability SLA” means a 99.7% System Availability Percentage during each Month for the production version of the
Cloud Service.
1.10. “Total Minutes in the Month” are measured 24 hours at 7 days per week during a Month.
1.11. “UTC” means Coordinated Universal Time standard is the start time for the applicable Maintenance Window and Major Upgrade
Window.
2. SYSTEM AVAILABILITY SLA AND CREDITS
2.1. Credit
If SAP fails to meet the System Availability SLA for a particular Month, Customer may claim a Credit, which Customer may apply
to a future invoice for the Cloud Service that did not meet the System Availability SLA (subject to Sections 2.1.1 and 2.1.2 below).
2.1.1. Claims for a Credit must be made in good faith and through a documented submission of a support case within 30 business
days after the end of the relevant Month in which SAP did not meet the System Availability SLA for the Cloud Service.
2.1.2. Customers who have not subscribed to the Cloud Service directly from SAP must claim the Credit from their applicable SAP
partner.
2.2. System Availability Report
SAP will provide Customer with a monthly report describing the System Availability Percentage for the Cloud Service either by
email following a request to Customer’s assigned SAP account manager; through the Cloud Service; or through an online portal
made available to Customer, if and when such online portal is available.
3. CHANGES TO WINDOWS
3.1. SAP shall provide Customer 1 month’s advance notice before changing its Maintenance and Major Upgrade Windows (unless
such change is a reduction in the duration of the applicable Maintenance or Major Upgrade Windows). If Customer wishes to be
notified of changes to Maintenance Windows and Major Upgrade Windows via email, it must subscribe to receive notifications
at https://support.sap.com/maintenance-windows.
Support Schedule for Cloud Services enGLOBAL.v.07-2025 Page 1 of 6
SUPPORT SCHEDULE FOR CLOUD SERVICES
This Support Schedule is part of the Agreement for Cloud Services between SAP and Customer.
1. DEFINITIONS
1.1. "Go-Live" marks the point in time from when, after set-up of the Cloud Services for Customer, the Cloud
Services can be used by Customer for processing real data in live operation mode and for running Customer's
internal business operations in accordance with its agreement for such Cloud Services.
1.2. "Local Business Hours" means 8 a.m. (08:00) to 6 p.m. (18:00) Monday to Friday excluding local holidays,
in accordance with local time zone applicable to the Customer's address.
1.3. "SAP's Customer Support Website" means SAP's customer facing support website (see:
https://support.sap.com unless a different support website is listed in the Agreement or
https://support.sap.com/contactus). In selected Cloud Services, support can also be accessed via the
application itself.
2. SCOPE OF SUPPORT AND SUCCESS OFFERINGS
2.1. General
2.1.1. SAP offers the following:
a) SAP Enterprise Support, cloud editions: Foundational engagement support as part of the Cloud Service
with focus on customer interaction and case resolution.
b) SAP Preferred Success: An add-on to SAP Enterprise Support, cloud editions that includes strategic
guidance, solution-specific best practices and success programs to help drive consumption and value
realization.
c) SAP Enterprise Support, cloud editions is included in the subscription fees for the Cloud Services stated
in the Order Form unless alternative support terms are agreed. SAP Preferred Success may be purchased
for eligible Cloud Services for an additional fee, as an add-on to SAP Enterprise Support, cloud editions.
SAP Preferred Success is not available, and not provided, for any third-party cloud services purchased
through SAP.
2.1.2. Beginning on the effective date of Customer's agreement for Cloud Services, Customer may contact SAP's
support organization as the primary point of contact for support services.
2.1.3. Customer Interaction Center languages: SAP provides initial telephone contact for Customer Contacts through
the SAP one support phone number "CALL-1-SAP" (see CALL-1-SAP page:
https://support.sap.com/contactus) or via other solution specific hotlines in the following languages: English
(24x7) and, depending on local office hours and availability, in German, French, Italian, Spanish, Polish,
Russian (during European office hours); Japanese, Chinese, Korean, Baha sa (during Asia/Pacific office
hours); Portuguese and Spanish (during Latin America office hours). Issues which lead to a support case which
is processed by specialized technical or third party support engineers worldwide are handled in English only.
2.2. Mission Critical Support
Feature SAP Enterprise Support, cloud editions SAP Preferred Success
24x7 mission critical
support for P1 and P2
cases (English only)
Global case handling by SAP for issues
related to support, including Service Level
Agreements for Initial Response, Ongoing
Communications and Corrective Action
Targets (as set forth in Section 3 below).
24x7 prioritized case handling and
enhanced Initial Response and Corrective
Action Targets (as set forth in Section 3
below).
Non-mission critical
support for P3 and P4
cases (English only)
Available during Local Business Hours(as set
forth in Section 3 below).
Enhanced Initial Response Targets (as set
forth in Section 3 below).
Support Schedule for Cloud Services enGLOBAL.v.07-2025 Page 2 of 6
Feature SAP Enterprise Support, cloud editions SAP Preferred Success
24x7 Customer interaction
center
Support center that customers may contact
for general support related inquiries through
the contact channels described in Section
2.1.3.
Delivered as part of SAP Enterprise
Support, cloud editions.
Global support backbone SAP's knowledge database and extranet
where SAP makes available content and
services to customers and partners of SAP
only. This includes SAP's Customer Support
Website.
End-to-end supportability Support for cases that occur in integrated
business scenarios consisting of SAP Cloud
Services or both SAP Cloud Services and
SAP Software with a valid SAP support
agreement.
2.3. Learning and Empowerment
Feature SAP Enterprise Support, cloud editions SAP Preferred Success
Remote SAP support
content and services
Remote support content and services (e.g.,
Meet-the-Expert sessions) in various formats
which may include live and recorded
webinars, tutorials, best practices, self-paced
learning materials and workshop-style
interactive remote sessions. Content and
session schedules are stated on SAP's
Customer Support Website in the SAP
Enterprise Support Academy section.
Scheduling, availability and delivery
methodology is at SAP's discretion.
Access to demo systems, live sessions
with instructors, examinations and
certifications specific to the Cloud Service
for up to 5 Customer Contacts.
SAP Preferred Success exclusive learning
content related to the Cloud Service in
various formats which may include live
and recorded webinars, best practices,
and workshop-style interactive remote
sessions.
Scheduling, availability and delivery
methodology is at SAP's discretion.
Release update
information
Generally available documented summaries,
webinars and videos provided by SAP to
inform and instruct customers on new product
release changes.
Self-service through web and community.
Release guidance specific to the Cloud
Service.
2.4. Collaboration
Feature SAP Enterprise Support, cloud editions SAP Preferred Success
SAP support advisory
services
Access to experts who help customers with
support-related requests and advise on the
appropriate SAP Enterprise Support content
and services for their needs.
Delivered as part of SAP Enterprise
Support, cloud editions.
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Support via chat Available during business hours in English
language for non-Mission Critical Support
issues, where available for the Cloud Service.
Feature SAP Enterprise Support, cloud editions SAP Preferred Success
Support via web and
platform for social
business collaboration
Access to SAP's Customer Support Website,
including social media-based empowerment
and collaboration, with peers and SAP
experts.
Access to exclusive SAP Preferred
Success collaboration platform.
Support and success
reporting
SAP Enterprise Support reporting: A report or
dashboard analyzing and documenting the
status of support services and achievements
hereunder.
Reports, dashboards, or other reporting
components and capabilities regarding the
overall engagement, full customer
lifecycle, and productive use of the
solution, including relevant feature
adoption, technical and product usage
and status of support services and
achievements hereunder, specific to the
Cloud Service.
Preferred Success
resources and guidance
Access to success resources to provide
guidance on onboarding, product adoption
and usage, best practices and operational
excellence. This may include a customer
success partner as the primary contact for
ongoing success management, success
planning, technical guidance and
mentorship, and support case oversight
throughout the Customer lifecycle.
Assignment of a customer success
partner is at SAP's discretion.
Regular checkpoint Periodic review of Cloud Service, success
plan, critical issues, reporting and best
practices. May include in-person delivery,
at SAP's discretion.
Success Plan A success plan outlines steps towards
achieving key business milestones and
objectives throughout the customer
lifecycle. Focus topics include challenges,
consumption, adoption and cycle
planning.
2.5. Innovation and Value Realization
Feature SAP Enterprise Support, cloud editions SAP Preferred Success
Proactive checks
proposed by SAP
Support services, providing recommendations
for the specific customer situation. Such
services are delivered remotely upon
Customer request.
Expert-led checks, providing
recommendations based on SAP best
practices or recommended
configuration(s).
Product roadmaps Self-service through web. Delivered as part of SAP Enterprise
Support, cloud editions.
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Refresh of test instance Self-service or request through web for
initiating the refresh as offered and required
by respective solution.
Delivered as part of SAP Enterprise
Support, cloud editions.
2.6. Application Lifecycle Management
Feature SAP Enterprise Support, cloud editions SAP Preferred Success
Application lifecycle
management ("ALM")
Software or online services for application
lifecycle management made available by
SAP. Feature scope and availability details
are set forth on SAP's Customer Support
Website (see: https://support.sap.com/en/alm)
and usage rights (see:
https://support.sap.com/en/alm/usage-rights).
Delivered as part of SAP Enterprise
Support, cloud editions.
3. CUSTOMER RESPONSE LEVELS
3.1. SAP responds to submitted support cases as described in the table below.
Priority Definition Response Level
P1 Very High
A case should be categorized with the priority
"very high" if the problem has very serious
consequences for normal business processes or
IT processes related to core business processes.
Urgent work cannot be performed.
This is generally caused by the following
circumstances:
a) a productive service is completely
down;
b) the imminent system Go-Live or
upgrade of a production system
cannot be completed;
c) the customer's core business
processes are seriously affected
A workaround is not available for each
circumstance.
The case requires immediate processing because
the malfunction may cause serious losses.
Initial Response: Within 1 hour of case submission.
Ongoing Communication: Unless otherwise
communicated by SAP, once every hour.
Corrective Action Target: SAP to provide for cases
either a resolution; or workaround; or action plan
within 4 hours.
P2 High
A case should be categorized with the priority
"high" if normal business processes are seriously
affected. Necessary tasks cannot be performed.
This is caused by incorrect or inoperable functions
in the SAP service that are required immediately.
The case is to be processed as quickly as
possible because a continuing malfunction can
seriously disrupt the entire productive business
flow.
Initial Response: Within 4 hours of case submission
for SAP Enterprise Support, cloud edition customers
and within 2 hours of case submission for SAP
Preferred Success customers.
Ongoing Communication: Unless otherwise
communicated by SAP, once every 6 hours.
Corrective Action Target: SAP to provide for cases
either a resolution; or workaround; or action plan
within 3 business days for SAP Preferred Success
customers only.
P3 Medium
A case should be categorized with the priority
"medium" if normal business processes are
Initial Response: Within 1 business day of case
submission for SAP Enterprise Support, cloud edition
customers, and within 4 business hours of case
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Priority Definition Response Level
affected. The problem is caused by incorrect or
inoperable functions in the SAP service.
being received for SAP Preferred Success
customers.
Ongoing Communication: Unless otherwise
communicated by SAP, once every 3 business days
for non-defect Issues and 10 business days for
product defect issues.
A non-defect issue is a reported support case that
does not involve a defect in the applicable Cloud
Service and does not require engineering,
development or operations personnel to resolve.
P4 Low
A case should be categorized with the priority
"low" if the problem has little or no effect on
normal business processes. The problem is
caused by incorrect or inoperable functions in the
SAP service that are not required daily or are
rarely used.
Initial Response: Within 2 business days of case
submission for SAP Enterprise Support, cloud
editions customers and within 1 business day of
case submission for SAP Preferred Success
customers.
Ongoing Communication: Unless otherwise
communicated by SAP, once every week.
3.2. The following types of cases are excluded from customer response levels as described above:
a) cases regarding a release, version or functionalities of Cloud Services developed specially for Customer
(including those developed by SAP Custom Development or by SAP subsidiaries or individual content
services);
b) the root cause behind the case is not a malfunction but missing functionality (development request);
c) the case is a consulting or how-to request.
4. CUSTOMER RESPONSIBILITIES
4.1. Customer Contact
4.1.1. Customer shall designate at least 2 and up to 5 qualified English-speaking contact persons per Cloud Service
(each a "Customer Contact"). Customer Contacts include designated support contact, authorized support
contact, key user, application administrator or system administrators whose roles within specific Cloud
Services are authorized to contact or access the Customer Interaction Center, SAP Support Advisory Services
and Mission Critical Support services.
4.1.2. The Customer Contact is responsible for managing all business -related tasks of the Cloud Service related to
Customer's business, such as:
a) support end users and manage their cases. This includes searching for known solutions in available
documentation and liaising with SAP in the event of new problems;
b) manage background jobs and the distribution of business tasks across users (if available);
c) manage and monitor connections to Customer's third-party systems (if available);
d) support the adoption of the Cloud Service.
4.2. Contact Details
Customer will provide contact details (in particular, e -mail address and telephone number) by which the
Customer Contact or the authorized representative of the Customer Contact can be contacted at any time.
SAP will use these contact details of the Customer Contact or the authorized representative of the Customer
Contact and the contact details of any other senders of support cases in accordance with the SAP For Me
privacy statement (https://me.sap.com/assets/legal/privacy.html) or the Built-In Support privacy statement
(https://help.sap.com/docs/built-in-support/privacy-statement) if support cases are submitted via Built-In
Support. Customer will update its Customer Contacts for a Cloud Service through SAP's Customer Support
Website. Only authorized Customer Contacts may contact SAP's support organization.
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4.3. Cooperation
Customer Contact shall reasonably cooperate with SAP to resolve support cases, and will have adequate
technical expertise and knowledge of its configuration of the Cloud Services to provide relevant information to
enable SAP to reproduce, troubleshoot and resolve the experienced error.
5. UPDATES
SAP may update the Support Schedule as long as it maintains a comparable or better level of support. SAP
will publish the updated version of the Support Schedule on My Trust Center. Customer may subscribe to
receive automated notification of any updates vi a My Trust Center accessible at
https://support.sap.com/en/my-support/trust-center.html.