SAP’s update of its maintenance strategy supplements recent moves to simplify and synchronize the company’s software release shipment approach. Moving away from individual component-driven release cycles, SAP’s approach provides aligned availability and maintenance of SAP solutions and SAP NetWeaver, giving customers the insight to reliably plan for future upgrades and budget for software support. Customers now have the visibility to plan against SAP’s software support program looking out eight years and beyond. The 2004 version of mySAP ERP was the first solution to adopt the new maintenance strategy, and the positive response from customers led SAP to roll out the maintenance strategy across its solution portfolio. “We are always happy to see enterprise software vendors lay out a clear and detailed maintenance plan,” said Brian Zrimsek, vice president, Gartner Research. “Customers, many of whom use multiple solutions across their organizations, need a clearly defined, long-term maintenance and support roadmap to help them get the most out of their software investment today and in the future.”
Going forward, SAP will provide five years of mainstream (standard) maintenance, with the option to extend their maintenance coverage for a period of up to three years for small premiums over the standard maintenance rate. Specifically, the 5-1-2 maintenance plan provides customers with:
- Five years of mainstream maintenance at the standard maintenance fee;
- One year of extended maintenance at an additional two percent maintenance fee; and
- Two more years of extended maintenance at an additional four percent maintenance fee per year. After these eight years, customer-specific maintenance begins, providing a program of support and services uniquely tailored to individual customer requirements.
Supporting customers through a long-term use
The 5-1-2 maintenance plan covers SAP solutions based on the SAP NetWeaver platform in their 2004 and future editions. In addition to mySAP ERP, the expanded plan includes mySAP Supply Chain Management (mySAP SCM), mySAP Supplier Relationship Management (mySAP SRM), mySAP Product Lifecycle Management (mySAP PLM) and mySAP Customer Relationship Management (mySAP CRM), plus industry add-ons.
“We strongly support and approve of this move to bring all solutions based on SAP NetWeaver to the same consistent maintenance strategy,” said Alfons Wahlers, chair of the DSAG (Deutsche SAP Anwendergruppe, the German SAP users group). “Now that SAP has laid out its road map for its Enterprise Services Architecture, SAP customers, more than ever, need reliable, long-term information to plan their transition to an ESA-enabled enterprise.”
“With our new maintenance strategy, we are giving our customers a commitment to support them through long-term, reliable, productive use of their SAP solutions,” said Uwe Hommel, senior vice president, SAP Active Global Support. “The combination of additional maintenance and regular, solution-focused release cycles will be important factors in helping our customers reduce their total cost of ownership. This new expansion of our 5-1-2 program continues SAP’s legacy of offering a wide variety of support programs to give customers maximum flexibility and long-term support.”
Source: SAP AG