SAP Support Tiers
Introduction – Why SAP Support Choice Matters
Choosing the right SAP support tier is a strategic decision with big financial implications. SAP support fees typically run 19–22% of your license costs every year (or are bundled into cloud subscriptions).
That means support can cost tens of thousands or even millions annually, so the tier you choose will significantly affect your IT budget.
It also determines your service level coverage (response times, 24/7 availability) and whether you get software upgrades included.
In short, your support choice impacts both system reliability and long-term cost of ownership. Read our SAP Support and Contract Terms Overview.
SAP naturally pushes its top-tier support as the default, but smart customers evaluate if it’s truly necessary. In some cases, third-party support can significantly reduce costs (albeit with substantial trade-offs).
In this guide, we break down Standard vs Enterprise Support, explain SAP’s premium MaxAttention offering, and discuss when a third-party support model might make sense – along with negotiation tips to help you optimize costs.
SAP Standard vs Enterprise Support
SAP’s two main support levels for on-premises software are Standard and Enterprise.
The fee difference is about three percentage points (~19% vs ~22% of license value per year), but the service levels differ greatly:
- Standard Support (~19% fee): Covers the basics during business hours (typically 8×5). Response times are slower, and if a critical issue occurs off-hours, you have to wait until the next day. You get regular fixes and security patches, but major new updates or enhancements may be limited. This tier suits non-mission-critical systems or smaller companies where saving that 3% is more important than 24/7 coverage.
- Enterprise Support (~22% fee): Provides 24/7 support for critical (P1) issues and faster SLAs for high-priority incidents, helping to reduce downtime. Enterprise Support also includes full access to SAP’s upgrades and new releases – you’re entitled to implement the latest versions and enhancement packs. Additionally, you gain advanced tools and proactive services to optimize your SAP environment. SAP effectively treats Enterprise Support as the default for any large or critical customer, and many contracts only offer Standard if you specifically negotiate for it. Enterprise gives you more peace of mind – but at a higher price tag.
MaxAttention and ActiveAttention
When organizations need an even higher level of support, SAP offers premium engagements called MaxAttention and ActiveAttention.
These go above and beyond Enterprise Support and provide a very personalized, high-touch service.
- SAP MaxAttention: The elite support tier with a dedicated SAP team assigned to your company. They work closely with your IT staff, providing proactive system monitoring, regular check-ups, and the fastest possible escalation for any issues (you effectively jump to the front of the queue). MaxAttention is designed for very large or uptime-critical SAP environments where even minor issues need immediate attention.
- SAP ActiveAttention: A step down from MaxAttention (formerly ActiveEmbedded). It offers enhanced support and expertise tailored to specific needs or projects, albeit with fewer dedicated resources. Think of it as a lighter version of MaxAttention for those who need more help than Enterprise Support provides, but don’t require SAP’s full hands-on involvement.
Both of these offerings are custom-priced. They come with a hefty cost, so use your negotiation leverage.
Often, companies bundle a MaxAttention deal with a larger purchase or renewal to secure a better rate.
Ensure SAP clearly defines what you’ll receive (specific experts, on-site days, deliverables) and request value-adds in the package.
If you’re paying for premium support, you should get extras like training sessions or specialized workshops included for free.
When to Choose Which Tier
Use these guidelines to decide on a support model:
- Enterprise Support: Default choice for large enterprises or any environment where SAP is mission-critical. Opt for Enterprise when 24/7 coverage and fast issue resolution are must-haves.
- Standard Support: Suitable for smaller or less critical systems, or perhaps legacy SAP environments that won’t change much. Consider it if cost savings are more important to you than rapid, around-the-clock support.
- MaxAttention/ActiveAttention: Reserve for situations that truly demand SAP’s dedicated involvement – e.g., global 24×7 operations, extremely high uptime requirements, or major SAP transformation projects where SAP’s guidance can prevent failures.
- Third-Party Support: Consider if your primary goal is cost reduction and your SAP system is stable (no major upgrades planned). Best used as a bridge for older systems nearing end-of-life, or if you can freeze your SAP software version for a few years to save money.
Manage creep costs, Managing SAP Contract Renewals – Avoiding Uplifts and Securing Price Caps
Third-Party SAP Support
Third-party support providers can maintain your SAP systems at a much lower cost than SAP’s own support. Many companies that switch report savings of around 50% on annual support fees.
In other words, instead of paying SAP’s 22% maintenance rate, you might pay roughly half of that to a third-party for comparable help on your existing software.
This route works best for a stable, mature SAP environment that you don’t plan to upgrade soon.
For example, an organization running SAP ECC that isn’t ready for S/4HANA yet could use third-party support for a few years to save money.
That said, there are major trade-offs:
- No SAP updates: Your system is essentially “frozen” – you won’t get new patches or version upgrades from SAP while on third-party support.
- Re-entry costs: If you return to SAP support later, you may owe back-maintenance fees or need to purchase new licenses (which can wipe out the savings you accumulated).
- Reliance on vendor: You’ll be relying on the third party’s expertise and responsiveness. Good providers hire experienced SAP engineers, but they’re a smaller team than SAP’s, so do your homework on their track record.
In summary, third-party support is a cost-effective solution for maintaining older SAP systems.
Just have a plan for the future – know how you’ll handle things like upgrades or a move to SAP’s next-generation products when the time comes. And choose your third-party provider carefully to ensure they can deliver the support quality you need.
Comparing SAP Support Options
| Feature | Standard Support | Enterprise Support | MaxAttention | Third-Party Support |
|---|---|---|---|---|
| Annual Fee | ~19% of license cost | ~22% of license cost | Custom (negotiated) | ~50% less than SAP fee |
| Coverage | Business hours (8×5) | 24/7 for P1 critical issues | Dedicated SAP team (priority service) | Depends on vendor (often 24/7) |
| Upgrades | Limited (patches only) | Full entitlement to new versions | Full entitlement (with SAP maintenance) | None (no new SAP releases) |
| Flexibility | Rigid, standard service | Moderate (some proactive tools) | Highly tailored (as per agreement) | High savings, but frozen software version |
Negotiating SAP Support Terms
Support contracts aren’t set in stone – savvy customers can often negotiate better terms to control costs or get extra value.
Focus on the following points when you negotiate with SAP:
- ✓ Fix the support % to avoid inflation. Try to lock in your maintenance rate (as a percent of license cost) so it doesn’t automatically rise each year with inflation.
- ✓ Confirm SLA details by tier. Ensure the contract spells out response times and coverage hours for your support level, so you know exactly what to expect (e.g., how “P1” is defined and handled).
- ✓ Leverage third-party options. If you’re considering third-party support, mention the cost difference. SAP may offer concessions to retain your business, such as discounts or additional services.
- ✓ Ask for extras with premium support. When buying MaxAttention or similar, negotiate additional benefits – for example, extra consulting days, training, or technical workshops included in the price.
- ✓ Build in flexibility. Include clauses that allow adjustments. For instance, if you downsize your SAP footprint, you should be able to reduce support fees and ensure that any special discounts you negotiated remain in effect if your company is acquired (change of control).
FAQs
Can we downgrade from Enterprise Support to Standard?
Only at a renewal point, and SAP will likely push back. Downgrades are rare because SAP prefers customers on Enterprise, but if you have a strong case (and a less critical system), you can try negotiating it during renewal.
Is MaxAttention worth the premium price?
It can be – but only if your environment truly demands it (for example, you absolutely cannot afford downtime or you’re in a major SAP transformation). If you’re managing fine with Enterprise Support, the extra cost of MaxAttention likely isn’t worth it.
What happens if we switch to third-party support?
You would pay a third-party vendor instead of SAP for support. You’ll save money on fees, but SAP will not provide any updates or help while you’re off their maintenance. Essentially, your system stays as-is. If you later need to return to SAP (to upgrade or get back on official support), expect to pay back fees or buy new licenses to rejoin – so make the switch only if you’re prepared for that commitment.
Can SAP increase support fees mid-contract?
Not during a fixed term. Your support rate is typically locked until the contract renewal. At renewal time, SAP often tries to apply an increase (tied to inflation or a standard uplift). Unless you negotiated a cap, plan for a possible 3–5% rise after the initial term. Always double-check your contract for any built-in increase clauses.
How does cloud subscription support differ from on-prem?
With SAP’s cloud offerings, support is built into the subscription fee (usually at an Enterprise Support level of service). You don’t pay a separate maintenance fee – your subscription includes regular updates and support. You can purchase an upgraded success plan for more personalized assistance; however, the baseline support is included as part of the cloud service. Essentially, in the cloud model, you’re negotiating the total subscription cost and terms, not a standalone support percentage.
Five Expert Recommendations
- Don’t assume Enterprise Support is “mandatory.” Consider whether Standard (or other options) could suffice for your needs, and push back on SAP’s default if it doesn’t fit your case.
- Consider third-party support for stable systems, especially if you’re not planning major upgrades soon. It can drastically cut costs in the right situation – for example, if you’re staying on older SAP software through its end-of-support period.
- Use license discounts to lower support costs. A deeper discount on SAP licenses directly reduces the maintenance base, saving you money every year on support.
- Negotiate extra value in MaxAttention deals. If you go for SAP’s premium support, don’t just pay list price – insist on additional services or benefits (free consulting hours, training, etc.) as part of the deal.
- Review support contract terms closely. Before signing, check renewal and exit clauses (and any change-of-control terms). Make sure you have the flexibility to adjust or terminate support if your needs change, so you’re not locked into escalating fees.
Choosing the right support tier – and negotiating its terms – can yield significant savings while keeping your SAP landscape secure.
Always align the support level with your business needs, and remember that you have leverage as the customer to seek a better deal.
Read about our SAP Advisory Services
