Monday, January 30, 2006
SAP rolls out new support option
SAP rolls out new support option: "SAP is launching a new mid-tier support package aimed at customers who need heightened levels of responsiveness and individual attention, but not the high end services offered to the largest customers.
It's near the same price point that Oracle charges for maintenance, but SAP has a higher service level associated with the support offering.
Paul Hamerman, vice president of enterprise applications, Forrester Research Inc.
The new level called SAP Premium Support, is a step above SAP's standard support package and is offered at 22% of the annual net license fee. SAP said the new package was launched after customer research revealed a gap in its support offerings between standard and high end support.
With the new package, SAP is looking to generate more support revenue by selling a level of service at a price point similar to rival Oracle Corp., said Paul Hamerman, vice president of enterprise applications at Cambridge, Mass.-based Forrester Research Inc. "
It's near the same price point that Oracle charges for maintenance, but SAP has a higher service level associated with the support offering.
Paul Hamerman, vice president of enterprise applications, Forrester Research Inc.
The new level called SAP Premium Support, is a step above SAP's standard support package and is offered at 22% of the annual net license fee. SAP said the new package was launched after customer research revealed a gap in its support offerings between standard and high end support.
With the new package, SAP is looking to generate more support revenue by selling a level of service at a price point similar to rival Oracle Corp., said Paul Hamerman, vice president of enterprise applications at Cambridge, Mass.-based Forrester Research Inc. "
