SAP has improved its support flexibility by announcing a tiered model that includes SAP Enterprise Support services and the SAP Standard Support option – and at unchanged 2009 prices. Analysts like it: "This tiered maintenance model will allow customers choice in the SAP support model," comments Nils Niehörster, industry analyst, RAAD Research.
"By providing different support options, simplifying the pricing structure, and giving a level of predictability to budget planning, SAP is helping its customers make decisions based on their business requirements."
"We see the value SAP Enterprise Support offers and how our business stands to benefit from the focus on lowered TCO and business continuity," adds Peter Rathfelder, executive board member, Endress+Hauser InfoServe. "For us, it is clear that moving from SAP Standard Support to SAP Enterprise Support is the appropriate way for Endress+Hauser."
In brief detail, existing and new SAP customers will be able to choose the level of global IT support they receive. SAP Standard Support provides updates, problem resolution, knowledge transfer, quality management etc to keep IT landscapes up-to-date and stable. For customers wanting additional support, SAP offers supplemental support offerings, such as SAP MaxAttention support or SAP Safeguarding services.
"By expanding its portfolio, SAP is offering the choice that customers expect," says Mike Stoko, chairman of the SAP User Group Executive Network . "SAP Enterprise Support remains the top support offering on the market, as customers participating in the benchmark program are discovering, and other customers will quickly discover the value as well."
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