SAP revises new support plan under customer pressure

Applications-maker SAP has revised its controversial plan to move customers to a more expensive support contract following intense pressure from its user group.

In June, the company announced that it was planning to switch to a more expensive support package called Enterprise Support, a move that angered many customers.

Following discussion with SUGEN, the SAP User Group Enterprise Network, the company this week announced that the length of these Enterprise Support contracts would be extended from seven years to nine years, the final two being optional.

It also released further details of what Enterprise Support would include, such as support for users’ custom code, improved testing capabilities and guidelines on how to configure SAP implementations.

The company also announced that it would liaise with SUGEN’s SAP Enterprise Support Task Force “to communicate collective member feedback and to ensure the value delivery of SAP Enterprise Support”.

Further reading

"The cost of business software and support is set to skyrocket"
As two software giants prepare to increase their fees, are IT organisations about to be hit by a steep rise in the cost of buying and maintaining business software?

SAP closes the gaps around ERP
Application-maker expands product range to plug the gaps between analysis and execution, and between organisations

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Pete Swabey

Pete Swabey

Pete was Editor of Information Age and head of technology research for Vitesse Media plc from 2005 to 2013, before moving on to be Senior Editor and then Editorial Director at The Economist Intelligence...

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