Feeds

SAP promises maintenance metrics 'soon'

Customer relationship breakdown

Choosing a cloud hosting partner with confidence

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. ®

Top 5 reasons to deploy VMware with Tegile

Whitepapers

Why and how to choose the right cloud vendor
The benefits of cloud-based storage in your processes. Eliminate onsite, disk-based backup and archiving in favor of cloud-based data protection.
Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Protecting users from Firesheep and other Sidejacking attacks with SSL
Discussing the vulnerabilities inherent in Wi-Fi networks, and how using TLS/SSL for your entire site will assure security.
Saudi Petroleum chooses Tegile storage solution
A storage solution that addresses company growth and performance for business-critical applications of caseware archive and search along with other key operational systems.