Trade News | 30 Nov 2009 :
Resigned: Andreas Oczko
SAP, the German-owned business software specialist, insists its project aimed at showing the value of its Enterprise Support programme is still on track. The claim comes hot on the heels of the resignation of the two user group members leading the project.
The firm has been feeling the heat after recent customer complaints that the cost of using SAP's software support programme had jumped by nearly a third following changes to the package. In addition, some customers were irked by being ‘foisted' with a one-size-fits-all package that includes services that many do not need but still have to pay for.
SAP had decided after meeting with its user groups to set up key performance indicators (KPIs) jointly agreed by the SAP User Group Executive Network (Sugen) to monitor SAP Enterprise Support. The firm said that, if the KPIs were achieved, the price hikes would stand but, if it fell short of the KPIs, the project would be halted.
However, according to an IDG report, the two leaders of a project team set up by Sugen to work on the KPIs have resigned. A spokesman for the user group declined to comment on the reasons for the resignations, but said Andreas Oczko and Otto Schell will remain involved with the project.
SAP also declined to comment on the reasons for the resignations.