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.
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.