Recently, SAP decided to raise support costs from 17% to 22% percent of licensing costs on the basis that all users would henceforth receive Enterprise Support instead of the more basic Standard Support. The change, which will be immediate for new customers and phased in for existing customers, is meeting with stiff and public resistance from the UK and Ireland SAP Users Group. Alan Bowling, Chairman of the group, issued a press release stating that, “The mandatory nature of this change along with the increase in cost has received hugely negative feedback from our membership to date.” Bowling further characterized the increased fees as “particularly difficult…to accept.”
The UK and Ireland SAP Users Group even included DSAG, the German-speaking SAP user group, in the spirit of revolt, noting that, “along with…DSAG we are sceptical that the Enterprise Support offering is sized appropriately and we remain concerned on its suitability for many small and medium-sized enterprises.”
SAP has consistently maintained that the increase in support costs was a customer-driven phenomenon, but the UK and Ireland SAP Users Group’s press release puts that claim into serious dispute. Even before the press release, it was clear that many smaller SAP users would simply have no use for Enterprise Support.
It’ll be worth watching to see if smaller SAP users intend merely to complain about the cost of support, or whether they will take action, perhaps by migrating to a third-party support provider.
Demir Barlas, Site Editor