When we launched the Customer Services & Delivery board area a little more than a year ago, we had the clear goal of simplifying cooperation with customers so that these maximum benefits can draw from our cloud innovations.

Our powerful service strategy creates the prerequisites for customer success and ensures faster added value and greater added value.

With the introduction of the role of the Enterprise Architect, we quickly made progress. As a qualified partner, he ensures that the Rise with SAP Methodology is used to support customers on their way to the cloud. The result was better cooperation and higher introductory rates.

Today we continue these efforts and announce a comprehensive further development of our portfolio SAP Services and Support. At the beginning of 2026, our simplified, staggered cooperation model will be generally available.

The model consists of three different service plans that build on each other and will coordinate the cloud operation, customer support and premium service and support offers. The aim is to simplify the introduction of SAP solutions and to enable innovations with transparency, speed and flexibility that the market requires. The new model (TCO) and Return on Investment (ROI) will also be better calculable with the new model.

With this new framework concept for working with customers, companies can choose one of three plans. AI tools are integrated into the entire project cycle in every plan:

• Basic service plan: This plan supports internal teams in companies by contributing to introducing and operating solutions smoothly, maintaining business continuity and continuously increasing the added value of the solutions. It consists of curated content and learning journey and thus creates the prerequisites for an effective customer-self-service. It also offers solutions for application lifecycle management and preventive business critical support. The plan, which is provided with every SAP cloud solution, includes and extends our well-known offer “SAP Enterprise Support”. With the basic plan, SAP provides AI assistant Joule for the customer and supports the team in familiarizing with learning journey for SAP Business AI.
• Extended service plan: This plan provides teams specialized specialist knowledge so that they can continuously exploit the full potential of their SAP investments. It offers proactive help when recognizing improvement options and the introduction of software innovations. It builds on the basic plan so that companies can benefit even more from their solutions and drive their transformation forward more quickly. With the extended plan, the SAP supports its customers in creating a plan and activation of integrated AI applications and advises them with regard to products and optimization options.
• Maximum service plan: Building on the two other service plans, this plan offers a strategic partnership for companies that pursue goals such as innovations, competitive advantages or complex changes. It includes all components of the extended service plan and also offers individually tailored, comprehensive advice from experienced experts. The maximum service plan was developed to help SAP customers develop a holistic AI strategy, to create the necessary data and architecture roadmap and to create prototypes for their specific AI applications. With this plan, the chances of achieving the greatest, excellent results are to achieve, because it offers the highest quality level of a service level agreement.

The new service plans are a supplement to the services that many SAP customers have already received from their system integrators.

With these plans, we make our promise to make cooperation with our customers easier and to deepen. Together we are working on achieving better results and exploiting the full potential of the AI.

The future lies in the hands of our customers. And it is a joy and honor for us to look after and support you as a customer.

Thomas Saueressig is a member of the SAP SE board.