SAP has fleshed out new terms and conditions for Enterprise
Support following a run-in with the SAP user group.
Last
year,
SAP triggered a backlashwhen it increased the cost of software
support for its customers by nearly 30%.
Since then, the ERP giant has
worked with the SAP User Group Executive Network (SUGEN), a
global federation of 12 key SAP user groups, to define a list of
key performance indicators that will be used to measure the success
of SAP's Enterprise Support services.
The user groups and SAP have jointly developed a benchmarking
programme that will use key performance indicators to define and
measure how SAP customers derive value from SAP Enterprise
Support.
Léo Apotheker, co-CEO at SAP, said, "We remain strongly
committed to helping our customers protect their investments and
closely manage costs."
In November 2008, SAP extended itssoftware maintenance contract,
providing a total of nine years of support, which means SAP's
latest products will be supported until 2017.
