SAP users cry foul over support fee hike

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Business software maker SAP has been asked to reconsider the increase in its Enterprise Support costs by its UK and Ireland User Group.

SAP users have reacted angrily to the companies recently announced rises of nearly 30 per cent in support costs.

“Many of our members may not want or need this extra level of support,” said User Group chairman Alan Bowling in a statement.

Earlier this month SAP announced to its customers that Standard Support, currently included in all licensing and maintenance contracts, would be replaced by Enterprise Support that gives customers additional support activities.

But Bowling said the change had propted “hugely negative feedback” from SAP users.

Bowling argued the new support offerings had “yet to be fully proven”.

An SAP spokesperson said, "With the changes in the industry and the evolution of enterprise software, it became apparent, through feedback from customers and our observations, that our customers needed more support." @ 2010 Incisive Media

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