SAP rejects Forrester charges of customer discontent

SAP co-CEO Leo Apetheker has rejected claims made by analyst group Forester that there is widespread discontent from SAP customers over higher support costs.

SAP co-CEO Leo Apetheker has rejected claims made by analyst group Forester that there is widespread discontent from SAP customers over higher support costs.

SAP announced in July that all customers on basic support would be moved to more expensive enterprise support, which costs 22% of the licence fee compared with 17% for basic support.

The Forrester report, based on a survey of 200 SAP customers cites customers complaints about the higher support fees.

However, speaking at SAP TechEd in Berlin, Apotheker said that SAP surveys of 47,000 customers did not support the Forrester findings.

"No one likes to pay more, but once customers understand the added value [of the extended support] they realise they can do without third-party support which reduces the overall Total Cost of Ownership," he said.

Apotheker said that the increases would not be immediate, but phased in over a five-year period.

Even those few customers who feel they will not get the benefit of the extended support, will experience only a gradual price increase over time, so it is really not worth talking about, he said.

In response to a question about whether SAP would reconsider the mandatory increase, he said the additional business value delivered through recent innovations would cover the cost for most customers.

Read more on Business applications

Start the conversation

Send me notifications when other members comment.

Please create a username to comment.

-ADS BY GOOGLE

SearchCIO

SearchSecurity

SearchNetworking

SearchDataCenter

SearchDataManagement

Close