Analysts question value of SAP support plan

SAP has launched a premium support service, but analysts have questioned whether it offers good value.

SAP has launched a premium support service, but analysts have questioned whether it offers good value.

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

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

SAPPremium Support (22% of net licence fee) adds a guaranteed service level agreement on response time and corrective action for high-priority support calls, an annual assessment to identify potential improvements to the SAP setup and a support adviser who acts as a single point of contact.

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."

But Prior added that the premium support plan would only benefit the largest users of SAP, and not the majority of businesses.

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