Analysts caution on new SAP support regime

SAP has launched a new premium support service, but analysts have questioned whether the 5% premium on the enterprise software supplier’s standard support fee is good value.

SAP has launched a new premium support service, but analysts have questioned whether the 5% premium on the enterprise software supplier’s standard support fee is good value.

The new offering is designed to fit midway between the company’s standard support service and MaxAttention, a high-end service which includes a permanent on-site support team.

SAP Standard Support is the basic support service, which has an annual charge of 17% of the net licence fee. It covers continuous improvement, quality management, knowledge transfer and issues resolution.

The new Premium Support (charged at 22% of net licence) adds a guaranteed service-level agreement covering response time and corrective action for high priority (Level 1) support calls; an annual assessment to identify potential improvements to the SAP setup, and a support advisor who acts as a single point of contact for support issues.

Gartner analyst Yvonne Genovese said, “In some cases, users can obtain the same or equivalent support for new or established implementations without purchasing the packaged solution.”

Derek Prior, research director at AMR Research said, “Having a single point of contact is useful for users running multiple applications in mySAP.”

However, he said, while SAP users were happy with Level 1 and 2 support, they found that lower priority support calls (Level 3 and Level 4) were less satisfactory.

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