Thursday 14 January, 2010 

SAP has today announced a number of changes to its Support offering for Customers with the introduction of a tiered approach to the programmes available. This has followed extensive consultation with customers and SUGEN (SAP User-Group Executive Network)

“The new model will offer all customers choice between SAP Enterprise Support and SAP Standard Support. Supplemental support offerings continue to include SAP MaxAttention and SAP Safeguarding.”

SAP Standard Support provides basic support features including legal updates, problem resolution, knowledge transfer and quality management to keep SAP systems running.
 
SAP Enterprise Support contains all features of SAP Standard Support and additionally focuses on business continuity, business process improvement, protection of investment and accelerated innovation, and reducing total cost of operations (TCO) of a customer’s IT landscape.

Mark Buchanan, Bluefin’s Support Service Director commented:

“This is a significant move for SAP. It shows how serious they are about being a customer focussed software vendor – far more than their competitors. SAP has listened to its customers and has come up with an excellent solution to please all. This offer is especially significant in today’s economic climate where a number of industries can’t afford increased costs, even for projects which realise long-term cost savings.

Equally, for IT departments supporting complex solutions and looking at improving the overall quality, stability and performance of their SAP support services, the choice of Enterprise Support makes perfect sense. Being able to choose which contract is most appropriate for your organisation is an excellent initiative.”

The details of the pricing structure and the timescales are out lined in the links below:

Press Releases

Expansion of SAP’s Support and Maintenance Portfolio (WebMessage)

http://www.sap.com/about/newsroom/news-releases/press.epx?pressid=12477

SAP Expands Maintenance and Support Portfolio, Offering Choice, Predictable Pricing and Best Value to All Customers Globally – Announces Availability of Tiered Support Program; Maintains SAP® Enterprise Support Pricing for 2010

http://www.sap.com/about/newsroom/news-releases/press.epx?pressid=12475