SAP Success Plans: What Customers Should Know

Summary 

 In March 2026, SAP introduced its new Success Plans. This updated support model features a simplified, three-tier framework designed for cloud customers. This article explains what the new plans include, what they replace, and what businesses should consider before deciding whether to adopt them. 

What are SAP Success Plans? 

SAP Success Plans are a newly introduced tiered support system designed to help businesses get more value from their SAP cloud software. The plans were first announced by SAP in May 2025 and officially launched in March 2026. 

Success Plans are aimed toward SAP cloud customers – those running solutions including; SAP S/4HANA Cloud, SAP SuccessFactors, SAP Ariba and more cloud families within the SAP Cloud Suite. Largely, this support does not consider on-premises customers as part of the framework and will continue under their existing maintenance contracts/costs 

The support is categorized into three main plans, each building on the subsequent ones below: 

Note: Customers can mix the plans across their SAP landscape. This means you could use the Advanced plan for SAP Ariba and the Max plan for S/4HANA Cloud 

What is Success Plans Replacing? 

SAP support is not a recent introduction for customers. Before Success Plans, SAP’s cloud support landscape included a wide variety of offerings depending on the deployment option and time of adoption – from SAP’s Enterprise Support, SAP Preferred Success, SAP MaxAttention, and SAP ActiveAttention.  

 This may raise some confusion as to how the new tiered support system is replacing and what tier each level of support are marketed toward. 

 The Key Replacements 

• SAP Enterprise Support (cloud edition) is the equivalent of the new Foundational Success Plan – included free as with all SAP cloud solutions. 
• SAP Preferred Success has been effectively replaced in functionality by the Advanced Success Plan. 
• SAP MaxAttention and SAP ActiveAttention remain available for on-premise customers, though its cloud equivalent is now being marketed as the SAP Max Plan. 

How Has The Pricing Model Changed? 

Previously, SAP’s support system, for instance their SAP Preferred Success model, was priced at a percentage fee on top of a customer’s net annual cloud subscription value, subject to relevant packages and with a minimum cost. The new Success Plans have moved this toward a subscription-based pricing model, representing the shift from a planned service, input-driven service to an entitlement-based and adaptable model that can be priced dependent on business needs. 

While SAP have not published specific pricing rates publicly as of April 2026, we can expect the pricing to be more flexible with the key difference being that pricing now applies per solution area rather than across the whole landscape. 

Evaluating SAP Success Plans: Is It Worth It? 

SAP’s new support model brings a change into how support can be approached. Before making any major decisions such as adopting this new framework, it is important to create a balanced view of the key considerations:

What Works Well 

• The three-tier structure introduces greater clarity to understand the support model  
• Businesses can choose different plans for different SAP products – useful for organisations with complex landscapes but requires considering each area rather than the portfolio as a whole 
• Each plan introduces AI-enabled tools and support via AI integration 
• SAP has indicated it intends to update the services approximately every six months, based on customer demand, as per its approach to all cloud products

What is lacking 

• SAP has not yet disclosed any public information regarding exact pricing for new tiers – Businesses must engage directly with SAP for further information on pricing before signing new contracts 
• By creating this new subscription framework, SAP may increase their commercial leverage against businesses who adopt this new support model by embedding support costs and reducing the ability to exit individual agreements – business should approach contract negotiations carefully 
• The general guidance provided by SAP around which Success Plans is most appropriate for your business is limited. Without a clear criteria or structured assessment approach from SAP, adopting this new support model requires significant time and internal resource to evaluate — businesses must largely self-navigate the decision 

What should Businesses Do Before Deciding? 

Before you commit to transition your current support model, or choose an alternative approach, consider the following options:  

• Map your current support model against the new three tier support system to understand where (Foundational, Advanced or Max) stage you would require or sit at if transitioning 
• Perform an internal assessment of your current SAP capabilities – are higher tiers of support required if more value can be gained via in-house improvements and expertise  
• What are the end goals for your business – what does success look like and what is required to get there. This is so that you will have a benchmark to measure the plan’s value against 
• Clarify and ensure full transparency is met when discussing with SAP as to what is expected and guaranteed under each plan and at what cost 

How Can JNC Help?

At JNC, our team of experienced SAP consultants supports clients operating on-premise or on the cloud to find the best support model for you. Speak to one of our SAP consultants to review your current support contracts and assess which Success Plan is right for your business, or if this is an option to consider. 

 Sources:

SAP Shakes Up Service and Support