Original URL: http://www.theregister.co.uk/2009/04/03/sap_support/

SAP promises maintenance metrics 'soon'

Customer relationship breakdown

By Gavin Clarke

Posted in Applications, 3rd April 2009 21:22 GMT

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. ®