SAP Enterprise Support available to all SAP customers

by Editor 7/17/2008 1:01:00 PM
SAP AG says that all SAP customers will have the recently launched SAP Enterprise Support offering available to them starting January 1, 2009.

This illustrates SAP’s dedication to offering support to their clients, as well as new solutions that are in tune with the clients’ evolving needs.

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SAP Enterprise Support was launched earlier this year. It represents the next step in support offerings and provides support to mission-critical business processes and heterogeneous software environments.

The market has already embraced the new Enterprise Support and the reviews have been positive. More than 350 SAP customers have signed on for the transition.

Uwe Hommer, executive vice president of SAP Active Global Support, says: “As the market leader in business software solutions, SAP serves a customer base of the world’s most innovative leading companies, and they need a support offering that is equally innovative. SAP customers are embracing and taking advantage of the increased flexibility and agility of an SOA strategy as well as complementing their SAP solution landscape with composite applications and third-party solutions. SAP Enterprise Support, unlike any other offering, addresses all of these elements, beyond traditional support, to enable companies to more rapidly and efficiently achieve the benefits of SOA – while keeping their core systems running smoothly. SAP remains committed first to customer success and SAP Enterprise Support is yet another innovative offering that helps our customers become best-run businesses.”

The current customers will witness some of the benefits of SAP Enterprise Support in July, long before the transition is complete, at no added cost before January 2009.

SAP Enterprise Support will eventually completely replace previous support offerings such as SAP Standard Support and SAP Premium Support. It provides support to SAP customers through a 24/7 service-level agreement, ongoing quality checks, support advisory and advanced support for the implementation of SAP ERP enhancement packages and support packages.

“SAP Enterprise Support is the natural evolution of SAP’s previous support offerings and is an indication fo ongoing trends in software support services,” says Elaina Stergiades, senior research analyst at IDC’s Software Support Services. “Enterprise customers are demanding a more robust support solution from their support providers and SAP is answering that call with SAP Enterprise Support. Integrating advanced tools with proactive support capabilities can free support staff to focus on high-value interactions with IT departments and end users. In addition, enterprises are looking for their support services providers to offer end-to-end capabilities for their environments. With SAP Enterprise Support, SAP will be able to provide a more complete software support solution for its customers.”

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