SAP has changed its support system

UK SAP users furious over support price hike

Mandatory change and increased costs has led to complaints

Written by Tom Young

Computing, 25 Jul 2008

SAP users are not happy with changes to the software supplier's support services, according to the SAP Users Group.

Last week SAP announced to its customers that standard support, currently included in all licensing and maintenance contracts, would be replaced by enterprise support.

The moves mean support costs will increase from 17 per cent of contract value to 22 per cent.

"The mandatory nature of this change, along with the increase in cost, has received hugely negative feedback from our membership to date," said Alan Bowling, chairman of the UK & Ireland SAP Users Group.

The group claims that in real terms this is a 29.4 per cent increase in costs over the next four years for existing SAP customers.

"Many of our members may not want or need this extra level of support and therefore are reacting negatively to having a new support product and the associated increase in costs forced upon them," said Bowling.

The user group has raised its concerns with SAP management and is awaiting a response.