SAP launches middle of road support service

Software giant SAP is now offering SAP Premium Support for users wanting higher levels of responsiveness and attention, additional access to SAP expertise and opportunities to cut IT operating costs. The new service is between Standard Support and SAP MaxAttention, the high-end offering for larger global enterprises. Observers are generally congratulatory. Matt Healey, senior research analyst for software and hardware support services at analyst IDC, says: “The access to a designated support advisor and the system assessments will be particularly valuable to customers who have critical business processes running on SAP software.” Mike Perroni, president of Americas’ SAP Users’ Group (ASUG) and vice president of IT at Halliburton, adds: “Through this additional support offering, SAP will now be able to provide customers of different sizes with a support program to suit their individual needs. SAP Premium Support could definitely serve the medium-size customers well where appropriate by offering them designated representatives that in the past were only available to the largest of enterprise customers.”