Feeds

SAP promises maintenance metrics 'soon'

Customer relationship breakdown

Top 5 reasons to deploy VMware with Tegile

Disgruntled SAP users should next week find out how they can see whether its support is up to scratch, following a maintenance price hike.

The software giant told The Reg Friday it's reached a "mutually acceptable agreement" with the SAP user group executive network (SUGEN) on a set of long-awaited key performance indicators (KPIs), to help measure the value of SAP's Enterprise Support service.

SAP promised to release full details in a joint announcement with SUGEN next week.

The statement followed a reported disagreement between SAP and a member of SUGEN over the cause of an apparent delay in finalization of those KPIs.

The KPIs are still not in place, despite the fact Enterprise Support kicked-in in January.

SAP told ComputerWorld it was waiting on a response from the SUGEN to finalize the KPIs, while the president of the Club for French-speaking SAP Users (USF) president Jean Leroux threw it back at SAP saying: "It's not about who is waiting for whom; it's more complex than that."

Enterprise Support has been an unpopular idea since it was announced last Summer, as SAP combined separate support programs. Coming at a time of IT budget cuts, Enterprise Support smacks of insensitivity from an IT supplier many are dependent on to run their companies.

Support will increase from 17 per cent of maintenance base for a "typical" user to 22 per cent by 2012. The UK & Ireland SAP Users Group last year called this a 29.4 per cent increase in costs over the next four years for existing SAP customers. ®

Choosing a cloud hosting partner with confidence

More from The Register

next story
Preview redux: Microsoft ships new Windows 10 build with 7,000 changes
Latest bleeding-edge bits borrow Action Center from Windows Phone
Google opens Inbox – email for people too thick to handle email
Print this article out and give it to someone tech-y if you get stuck
Microsoft promises Windows 10 will mean two-factor auth for all
Sneak peek at security features Redmond's baking into new OS
FTDI yanks chip-bricking driver from Windows Update, vows to fight on
Next driver to battle fake chips with 'non-invasive' methods
UNIX greybeards threaten Debian fork over systemd plan
'Veteran Unix Admins' fear desktop emphasis is betraying open source
Entity Framework goes 'code first' as Microsoft pulls visual design tool
Visual Studio database diagramming's out the window
Google+ goes TITSUP. But WHO knew? How long? Anyone ... Hello ...
Wobbly Gmail, Contacts, Calendar on the other hand ...
prev story

Whitepapers

Why cloud backup?
Combining the latest advancements in disk-based backup with secure, integrated, cloud technologies offer organizations fast and assured recovery of their critical enterprise data.
A strategic approach to identity relationship management
ForgeRock commissioned Forrester to evaluate companies’ IAM practices and requirements when it comes to customer-facing scenarios versus employee-facing ones.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
New hybrid storage solutions
Tackling data challenges through emerging hybrid storage solutions that enable optimum database performance whilst managing costs and increasingly large data stores.