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.
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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.