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SAP Support Contract Checklist
Confirm the legal parties, the systems and clients in scope, the severity model, the response and resolution targets, the support window, remote versus on-site rules, the named escalation path, reporting, the start date, and how unused hours behave. Add exclusions: new development, data cleansing, and third-party product defects. Require that customer approval of activity is separate from the provider's internal expert payment. Keep VAT, invoicing and ZATCA documents on the finance schedule, not inside the technical scope. Governing law should be the Kingdom of Saudi Arabia only when the legal template has been approved for use.