Business application vendor SAP is adding a new support service targeting customers who want more than the company's standard offering, but not its pricier high-end service product.
SAP Premium Support augments the company's Standard Support offering with services such as fast issue solving, annual IT performance assessments, and a designated support advisor, the company said Monday.
The premium service costs 22 percent of the annual net license fee, compared to 17 percent for the standard service.
The new service, based on customer and market research, is designed to give customers greater individual attention, access to SAP expertise, and opportunities to drive down IT operating costs, the company said.
Included in Premium Support offering, for instance, are SLAs (service level agreements) with an accelerated time frame for resolving issues, an SAP spokeswoman said. "The service targets all customers who need more support to ensure the continuous stability of their business-critical applications," the spokeswoman said.
SAP's Standard Support covers basic areas such as quality management, knowledge transfer and continuous system improvement.
At the top end, the company's MaxAttention offering is aimed at large enterprise customers requiring mission-critical, customized support. It includes a permanent on-site support team, an executive sponsor and a service portfolio that manages the risks involved in complex implementation projects.
Pricing for the high-end service varies according to company, the spokeswoman said.
Additional information on SAP's support services is available at: http://www.sap.com/services/support/index.epx.