Standard Support Returns After Much Deliberation
SAP announced today that they would be reintroducing their standards support offering. Customers now gain choice with a 2-tier maintenance offering. Here are the details between standard support and enterprise support.
- Standard Support Offering reintroduces at 18%. Customers seeking core bug fixes, support packages, risk mitigation, and related new functionality will have choice in staying on standard support. The program is designed for customers who seek to keep their systems up and running. Customers with CPI clauses in their contracts will want to take note – the first set of consumer price index (CPI) price increases will begin January 1st, 2012.
- Enterprise Support remains at 22%. SAP will continue to offer Enterprise Support at 22% for new customers and a ramp up for existing customers (see Figure 1). Enterprise support includes features such as best practices for IT operations, proactive monitoring and reporting, and transparency for business process performance. Customers who choose to go with Enterprise Support prior to March 15th, 2010 will be eligible for ramp up.
- Supplemental offerings still available. Other programs such as Max Attention, Safeguarding, and Product Support for Large Enterprises (PSLE) will continue to be available by choice and invitation.
Figure 1. SAP’s New Support Pricing Scale
The Bottom Line – Best Support Scenarios Will Depend On Your Previous and Current Contracting Prowess
The good news – SAP’s spent considerable amount of time listening to their customers. The result – customers do want choice and there are plenty of choices to be made. Decisions on which option is best can be best summarized by asking a few key questions: