Executive Clarity · SAP Contract Terms

Local Business Hours

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

What it governs

The clock the medium- and low-priority response targets run on: eight to six, Monday to Friday, in the customer's local time zone, excluding local holidays.

Why SAP moves on it — or doesn't

A definition, not a commercial term. It matters because a medium-priority case opened on Friday evening starts its one-business-day clock on Monday morning.

The lever

Set the customer address on the agreement to the time zone where your operations team sits, not where the legal entity is registered.

In SAP's published documents

Defined as 8 a.m. to 6 p.m. Monday to Friday excluding local holidays, in the local time zone applicable to the customer's address.

Source: Support Schedule for Cloud Services, section 1.2 — enGLOBAL.v.07-2025. 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.