>
Press Room

Walldorf — In a demonstration of its commitment to customer satisfaction, SAP today announced the introduction of a comprehensive, tiered support model that is being offered to customers worldwide. The new model will offer all customers choice between SAP Enterprise Support and SAP Standard Support. Supplemental support offerings continue to include SAP MaxAttention and SAP Safeguarding.

Key facts:

  • SAP Standard Support provides basic support features including legal updates, problem resolution, knowledge transfer and quality management to keep SAP systems running.
  • SAP Enterprise Support contains all features of SAP Standard Support and additionally focuses on business continuity, business process improvement, protection of investment and accelerated innovation, and reducing total cost of operations (TCO) of a customer’s IT landscape.
  • SAP will continue to analyze and optimize the value delivered to customers through SAP Enterprise Support.
  • The support fee applicable to SAP Enterprise Support customers depends on the close date of the software license contract:
    • For contracts closed up to July 5, 2008, the support fee will increase in line with the general SAP Enterprise Support schedule (ramp-up reference curve).
    • For contracts closed after July 5, 2008, the corresponding list price fee applies (currently 22%).
  • The support fee for SAP Standard Support customers will be 18% in 2010. SAP retains the right to adjust SAP Standard Support fees for inflation on an annual basis, starting in 2011.
  • SAP Enterprise Support customers can opt to move to SAP Standard Support at the beginning of each calendar year, starting in 2010. Moving from SAP Enterprise Support to SAP Standard Support will trigger the corresponding list price fee (currently 18%).
  • SAP Standard Support customers can opt to move to SAP Enterprise Support:
    • If this decision is made by March 15, 2010, switching to SAP Enterprise Support will trigger a support fee of 18.36% in 2010 (customers in Germany and Austria only). Beyond 2010, the support fee will increase in line with SAP Enterprise Support ramp-up reference curve.
    • If this decision is made after March 15, 2010, switching to SAP Enterprise Support will trigger the corresponding list price fee (currently 22%).
  • Fees mentioned above generally represent upper caps, as SAP will continue to honor existing customer contracts.
Figure 1: Current list price fees for SAP Enterprise Support, SAP Standard Support and reflection of the SAP Enterprise Support ramp-up reference curve

For additional information, please refer to the SAP press release issued on January 14, 2010

This document is intended to provide general information about SAP’s support offering to the broad public. In case of conflicting statements, the agreements as laid out in the individual customer contracts prevail.

Tags: