Business Objects users angry over SAP support transition

Business Objects customers are ticked off over what they're calling a botched migration to SAP's support system.

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Business Objects customers are ticked off over what they're calling a botched migration to SAP's support system.

SAP, which bought Business Objects for nearly $7 billion (£3.4 billion) earlier this year, switched the company's product support to its own system on 7 July.

SAP acknowledged some problems have occurred and said it is working as quickly as possible to solve the issues and that phone support is available for all customers.

But SAP can't work fast enough for John Sanzone, a BI and data warehousing specialist with a large US IT services provider, who has been trying without success to get a usable log-in for the support site since the 7 July changeover.

"This is not the service I was expecting," he said. "I want them to fix it as quickly as possible."

Despite the inconvenience, it's not likely that his company will ditch its Business Objects software. "We're pretty entrenched in their product right now," he said. "The last time we changed BI providers, it took about a year. ... It's a big roll out."

SAP has also made headlines this week with the announcement it would move customers to the vendor's enterprise-level support from 1 January 2009, a change that will result in higher fees.

Wayne H., a database administrator at a US hospital who did not want his full name to be used, said in a phone interview that SAP apparently sent a letter with the required new passwords and log-in information to a woman on the business side of the organisation who no longer works there. "This is just a mess," he said.

But the hang-up is not causing any serious issues for now, he added. "For the time being, I'm able to support our company's needs."

Many other Business Objects users are reporting problems accessing the site. A discussion thread on an independent Business Objects bulletin board about the reported problems stretched to nine pages as of Wednesday.

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