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Non-Product Related Assistance
Request for existing cases, user IDs, Portal navigation support and more
Request for existing cases, user IDs, Portal navigation support and more
Real-Time Support isn't simply about supporting the product, it's about supporting you and your business. In addition to continuously making proactive improvements to your application behind the scene, Real-Time Support gives you options when you have questions - from AI - fueled smart researches for quick answers to direct connections to peers or SAP experts.
Knowledge base including SAP Knowledge Base Articles, SAP Notes, product documentation, and SAP Community.
Guided Answers uses decision trees to help you find technical answers.
Incident Solution Matching is a machine learning service which proposes solutions in the case form.
Cloud Availability is a view into the status of your cloud products.
SAP Support Portal, your one stop shop for access to critical tasks as well as important updates.
Schedule an Expert allows you to book a 30-minute call with an SAP expert: watch the Video or read our SAP Community Blog
Expert Chat is SAP's live chat function.
Ask an Expert Peer: watch the Video
Schedule a Manager for high priority incidents. Book a 15-minute call with a support manager.
A seamless and intuitive support experience where you get the specific help that you need, where and when you need it, or before an issue occurs:
On February 4, 2020, SAP has announced an innovation commitment for SAP S/4HANA until the end of 2040. This means that until 2040, there will be always at least one release of SAP S/4HANA in maintenance.
At the same time, SAP will provide mainstream maintenance for SAP Business Suite 7 core applications until end of 2027. This offboarding phase will be followed by optional extended maintenance until end of 2030.
SAP will provide mainstream maintenance until the end of 2027 for SAP Business Suite 7 core applications, which are also core applications of SAP Business All-in-One, including the latest three enhancement packages of:
Following mainstream maintenance, SAP will offer customers choice on maintenance for SAP Business Suite 7 core applications from 2028 onwards:
Additional context can be found in the related press release as well as in the SAP News interview with Michael Kleinemeier, former member of the Executive Board, and Thomas Saueressig member of the Executive Board, SAP Product Engineering, about the long-term maintenance commitments for SAP S/4HANA and SAP Business Suite 7.
For more information on SAP's release and maintenance strategy, visit the dedicated pages on the SAP Support Portal:
SAP Business Suite powered by SAP HANA
SAP Note 2881788: End of SAP Business Suite 7 mainstream maintenance (log-in required)
SAP Note 1648480: Maintenance for SAP Business Suite 7 software including SAP NetWeaver (log-in required)
SAP Note 52505: Support after end of mainstream maintenance or extended maintenance (log-in required)
SAP Release Strategy (log-in required)
Product Availability Matrix (log-in required)
SAP offers fast track to innovation using a flexible path to the cloud
Since introducing the Cloud Extension Program in 2013, SAP has been helping customers transition their landscapes from an on-premise to a hybrid cloud strategy non-disruptively.
Based on their existing investments in SAP software, customers can decide to reallocate elements of their installed on-premise solutions to the respective public cloud or private managed cloud solutions from SAP, replacing on-premise license and maintenance with public cloud or private managed cloud subscription. Such transactions assume an expanded investment with cloud solutions from SAP, given the substantial added value from this new hybrid scenario.
Consume cloud innovations at your own pace
SAP removes barriers and enables customers to drive speed-to-value and unlock opportunities to lower total cost of ownership, taking care that existing investments are protected and exploring new options with innovative cloud solutions from SAP at their own pace.
The hybrid solution can be fully integrated offering seamless delivery and support as well as full control over the application landscape, including on-premise and cloud applications. With this integrated approach, customers gain the flexibility, choice and efficiencies needed to innovate for growth across their entire business in the cloud.
The Cloud Extension Program helps companies of any size create entirely new experiences for their customers, empower employees at scale, optimize the use of resources and unlock value for their business.
SAP believes that every customer has a different approach to adopt these cloud innovations based on unique business requirements. This Cloud Extension Program is an option model that flexibly supports many different entry points for a cloud strategy.
For more information, please download one of the following assets:
Cloud Extension Program Rules
Customers and partners who have questions based on their individual contracts are encouraged to contact their respective SAP account team or local SAP representative for an assessment of their current license contracts.
Flexibility and choice for changing business requirements SAP introduces On-Premise Extension Program
With the on-premise extension program, SAP provides customers and partners with the same flexibility and choice to adapt to their changing business requirements based on their existing on-premise SAP solutions. SAP is proactively redefining how customer application landscapes can be enhanced and modernized.
Customers can decide to evolve their existing on-premise landscape with other solutions from the SAP on-premise portfolio. Customers can replace existing on-premise licenses and maintenance with selected solutions from SAP's innovative on-premise portfolio. For example, customers can reallocate investments into the future of real-time businesses based on in-memory computing with SAP S/4HANA®.
The on-premise extension program requires the new maintenance resulting from the reallocation to, at a minimum, remain the same.
This program supports customers in extending their SAP on-premise application landscape into business processes where additional coverage with SAP's innovations helps maximizing the value from the investment in SAP. Customers can leverage this program to determine which on-premise solutions from SAP´s innovation portfolio fit best with their business needs.
Additionally, customers and partners still have the opportunity for enhanced value from hybrid cloud / on-premise solutions, where only SAP can deliver end-to-end seamless, secure and reliable business processes and hybrid support. SAP ensures customers have flexibility and choice to direct investments to the point of maximum return and to adopt the latest SAP innovations at their own pace.
With the on-premise extension program, SAP shows clear responsiveness to customer demands for having the opportunity to choose between cloud, on-premise and hybrid solutions with high flexibility.
For more information, please see the following document:
Customers and partners who have questions based on their individual contracts are encouraged to contact their respective SAP account team or local SAP representative.
Requests outside Cloud or On-Premise Extension
Customers that are not looking to realize the opportunities from the additional flexibility and innovation offered through the cloud and on-premise extension programs can abandon usage rights of certain existing software licenses and request the corresponding maintenance termination without purchasing new SAP on-premise or SAP Cloud solutions.
Such a request will lead to a rediscounting of the customer's individual maintenance base for the product family in which the reduction is requested. This will span across all contracts in which the product family is included.
This re-discounting will be done based on volume list price discounts only. For further information, please refer to your SAP Account Executive.
For more information, please see the following document:
As original contract terms may vary substantially, customers will need to work directly with their SAP account team to assess this option.