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Martin Murray

New SAP Support Package

By January 1, 2013

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SAP Support Having SAP support your enterprise system is the warm feeling that every CIO loves to have, and now SAP have introduced a new support level called MaxAttention which is aimed at those companies who have SAP systems that were custom built by SAP. Custom coded functionality has always been a double edged sword for companies; you have a SAP system that works exactly how you want, but it's full of custom code and how is that going to be supported?

This new level of support is rumored to be very expensive (standard SAP support is around 20 percent of license fees), but MaxAttention will give peace of mind to those CIO's who have ulcers due to the unsupported SAP custom code that runs their business. MaxAttention bridges that gap between fully supported SAP standard and SAP custom solutions. What this support package does not do is give support to SAP functionality that was custom written by any other companies or in-house programmers. That functionality will still keep CIO's awake at night.

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January 2, 2013 at 2:03 am
(1) JK Robinson says:

Not sure how many companies have SAP custom code. If SAP was to support in-house custom code….well that would seriously make some money. But it would cost more than and arm and a leg (nice graphic BTW)

January 4, 2013 at 1:31 pm
(2) S. Harries-Plant says:

SAP support is very expensive, but without it you can be totally screwed. I have no idea why companies would have SAP custom code but not have a support contract for that code. Does SAP custom code not come with some guarantee or support? As SAP’s products mature they will be looking to support as a “cash cow” to keep the Euro’s rolling in.

January 4, 2013 at 10:05 pm
(3) M.T. Lopez says:

Our company is using SAP 4.6 with a bunch of custom code developed by SAP. Our support is no longer performed by SAP as the fees were too high. Our custom code has never been supported but it is good to know that maybe if we move to ECC6 with our custom code, there maybe a chance of support.

January 6, 2013 at 8:43 am
(4) Paige Alison Swanepoel says:

Having custom code in any application is worrying. As a VP of IT this is something that worries me on a daily basis. We do use a software companies to cover all our SAP and custom SAP applications and so far that has been OK, nothing really bad has happened, but the custom code (user exits, etc.) were not well documented so that has been an issue. We no longer has onsite support and some is performed in India, while some is still here in South Africa. Lead time for getting fixes has been an issue, but nothing to stop the business from running. Having SAP offer a service to support custom code they developed is a good start, but like Mr. Murray I am worried that it will cost an arm and a leg.

January 6, 2013 at 9:01 am
(5) Anna Laaksonen says:

Very pleased to see that SAP have stepped up their game and are offering a support package for software that they coded, not some third-party. Maybe if the cost was manageable then companies would actually purchase it.

January 6, 2013 at 6:15 pm
(6) Jason Collins says:

I am surprised that SAP’s basic support package costs 22 percent of licence fees, that seems a bit steep. How much is the MaxAttention going to cost?

January 6, 2013 at 10:30 pm
(7) Angel Hulley says:

This MaxAttention package looks ideal for companies that have SAP-designed code bolted on to their standard SAP system. It makes me wonder how these companies ever survived without support.

January 7, 2013 at 1:32 am
(8) Don Potgieter says:

SAP is a great product and the support that they offer for basic systems (vanilla) is totally needed. I would recommend authentic SAP support packages over some third-party for any company.

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