SAP in Pact with User Groups on Support Fees, Metrics

Susan Hall

SAP has made nice with 12 user groups, agreeing to slow the rate at which fees for its Enterprise Support service rise and establishing key performance indicators to help users determine the value they receive from it, reports InfoWorld.

 

Starting in 2010, support prices will rise for existing customers, but that won't be more than 3.1 percent a year, according to Manufacturing Computer Solutions. And its increases will be spread out over seven steps, rather than four, culminating in 2015.

 

The performance indicators cover four areas: business continuity, business process improvement, protection of investment, and total cost of operations.



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