SAP Plans A Standard Support Maintenance Fees Hike Of 5.5%For New Customers
For new customers, SAP announced its intent to raise its standard support maintenance fee from 18% to 19% effective July 15, 2013. The standard support option was reintroduced in January 14, 2010, after much pressure from user groups. A few key takeaways:
- Price hike follows original plans. SAP has provided a six month advanced announcement to raise maintenance for new customers. SAP has noted that “the adjustment does not apply to any existing maintenance contracts for SAP Standard Support closed before July 15, 2013″
Point of View (POV): The announcement follows the original plan for existing customers to bring Standard Support in line with Enterprise Support by 2015 (see Figure 1). SAP appears to be harmonizing the price increases for both existing and new customers. While average support and service contracts are between 18 and 21% in the enterprise software world, SAP’s price increase will still keep it within the norm.
- SAP raises maintenance rates under the guise of quality. SAP claims that the maintenance fee hike is related to “maintaining the same high level of quality support in the future. Key features include access to support packages, new releases of standard support solutions, enhancement packages, technology updates, ABAP source code for SAP software applications, and software change management. SAP also requires customers to use Solution Manager.
(POV): SAP’s tried hard to justify the price increase by offering message handling, remote services, SAP Solution Manager Enterprise Edition, and access to SAP Service Marketplace as additional value added benefits. Unfortunately, most customers find Solution Manager to be a mile wide and an inch deep, the remote services to be minorly useful, and the SAP Service Marketplace to be immature at best. The result – customers are not getting much value for the price increase. (Fellow Constellation Analyst Frank Scavo provides a list of four questions every new SAP customer should ask.)
Figure 1. SAP Enterprise Support and SAP Standards Support Schedule circa 2010
The Bottom Line: SAP Wants To Eliminate Standard Support And Competitors to Solution Manager