Why SAP thinks you need Enterprise Support

In a few months, SAP will start increasing its customers' prices for a new support model--Enterprise Support. Customers aren't happy about paying more, and have expressed concerns about whether it's worth the extra money--ultimately 22% instead of 17% of net licensing fees.

SAP isn't surprised, according to Bill Wohl, SAP's vice president of field and product communications. But he says there's been too much focus on the price increase and not enough on what customers are getting and why they need this service. It's unlike anything else on the market at its price, Wohl says--giving customers access to 24/7 support and the aim of solving any IT problem a customer faces, regardless of whether the problem is with SAP software.

In this roughly 20-minute podcast, Wohl explains why SAP is moving its customers to Enterprise Support, and why SAP thinks all customers, even those still running R/3 releases, will find value in the new offering -- even if it's not right away.

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Program highlights

For more on Enterprise Support

SAP maintenance fee increase prompts user groups worldwide to organize response

SAP today and tomorrow:Bill McDermott shares his vision

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