SAP has agreed to offer more online guidance on its Enterprise Support options, which had been the subject of heated debate among users after announcements of price changes.
In collaboration with the SAP User Group Executive Network (SUGEN), including the UK and Ireland user group, the supplier has agreed an “engagement methodology” for the services and the creation of an online repository of customer case studies and best practices.
The news is the result of the latest feedback session with customers in the SAP Enterprise Support Advisory Council, which was established to support the key performance indicator measurements developed by SAP and SUGEN in 2008. The council is comprised of 100 companies from around the world that share their insights about the data.
Thomas Schierwagen, programme lead for the SAP Enterprise Support Charter Team and member of the Swedish user group (SAPSA) Board of Directors, said he was pleased that the work “has resulted in milestones that support that choice [in support] by enabling knowledge transfer and best practice sharing among the global customer community".
The collaboration is enabling the delivery of a scalable engagement methodology, which helps customers see support road maps. It also includes access to the newly-launched SAP Enterprise Support Academy, which encompasses a repository of guided self-services as well as direct access to SAP Active Global Support organisation experts.
Alan Bowling, chairman of the UK & Ireland SAP User Group, said: “As part of SUGEN, we are pleased to see continued collaboration with SAP regarding its Enterprise Support offering.
“With the September 30 deadline fast approaching for customers to decide whether Standard or Enterprise Support best meets their needs, it is important that customers have all the information available to them in order that they can make an informed choice."
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