SAP and SAP User Group Executive Network (SUGEN) Announce SAP® Enterprise Support Milestones.

1/05/2009

SUGEN and SAP Agree Upon KPIs and Announce a New Benchmark Program .
SAP’s user group community has agreed to a set of key performance indicators that will determine how quickly the German software giant phases in a contentious revamp of its support offering to customers.
The vendor has been locked in negotiations with the SAP user group executive network (SUGEN) since it tried to shift existing customers onto its Enterprise Support offering in July 2008.

"On the face of it, it was a fair price rise," said Grahame Reynolds, chairperson for the SAP Australian User Group (SAUG), one of 12 members of the global SUGEN network.

"Price is always an issue in the Australian community. No one likes price rises, but the problem was SAP wasn't particularly clear on what the value proposition [of Enterprise Support] was."

More news and interviews here:

FINAL_SUGEN SAP Joint _28.04.09.pdf

http://www.itnews.com.au/News/NewsStory.aspx?story=102121

http://www.australianit.news.com.au/story/0,,25414263-15306,00.html?from=public_rss