SAP support contracts vary widely in structure. Understanding the main pricing models helps you compare proposals fairly and choose the one that matches how your system is used.
Common pricing models
- Time and materials: you pay for hours used. Flexible, but harder to budget.
- Fixed monthly retainer: a set team or capacity for a fixed fee. Predictable, suits stable demand.
- Ticket-based: priced per incident or service request. Transparent, but needs clear definitions.
- Outcome-based: fees linked to service levels or improvements. Aligns incentives, requires mature measurement.
What drives cost
- The number of SAP modules and custom developments in scope
- Required coverage hours and response times
- The volume and complexity of change requests
- How much knowledge is documented today
Ways to get better value
- Fix recurring incidents at the root rather than resolving them repeatedly
- Use AI assistants to answer common user questions and triage tickets
- Combine onsite leadership with offshore capacity
- Review service levels every quarter and adjust capacity to demand
Fixed scope
S/4HANA Readiness Assessment
A fixed-scope recommendation for your SAP S/4HANA path, with roadmap and effort.
See what's included
