SAP is making available a new premium support service, which the business applications software provider says will deliver better response times and a more personal service to customers.
The Premium Support programme is an upgraded version of the SAP Standard Support offering, and provides users with a designated support adviser.
The new programme costs 22% of a user’s net license fee. This compares with 17% charged for the standard service.
It is likely that the new service will be targeted at small- to medium-sized organisations, as larger firms often pay enough to already get the support offered by Premium Support.
SAP last week launched its hosted on-demand customer relationship management (CRM) software platform, to rival the hosted offerings from Salesforce.com and Siebel.