SAP support covers the modules and technical areas you actually run: S/4HANA, ECC, ABAP, Fiori, BTP, Integration Suite, Basis, authorizations, HCM, SuccessFactors, Finance, MM, SD, PS, Ariba, Analytics and SAP HANA. A contract lists what is included and what requires a change request. Incidents keep a customer timeline and a separate internal note stream. Work becomes payable to an expert only after the approval path configured for that engagement.
Price on request