SAP will offer existing users a reprieve on the
controversial software maintenance increase it plans to
introduce at the end of the year.
SAP has announced a software support contract called Enterprise
Support, which replaces its existing support, where SAP takes
overall responsibility for the main software components in a user's
implementation, including any non-SAP products. Additionally,
Enterprise Support will provide 24 hour support and includes
extended support on older products. This is charged yearly at 22%
of the initial cost of the customer's SAP licence.
Users have expressed their anger that the company was offering
users no choice, and they were being forced to pay more, even if
they did not require the extra facilities offered in Enterprise
Support.
In an interview with Computer Weekly this morning, UK managing
director Steve Rogers said, "We will provide our existing customers
with a four-year migration plan to move from the current 17% rate
to 22%."
He said, "We understand customers need to account for the
increase."
From the end of 2008, users of SAP will see their maintenance
fee increase initially by 8% to 18.4%. There will be a further
increase of 8% in 2010, 2011 and 2012, to bring the rate up to the
full 22% fee. Through each increase, SAP plans to add in additional
services from the full Enterprise Support agreement.
Rogers defended the 22% increase, saying that it was lower than
the industry average of 25% per annum for support.