SAP rankled many users last year when it announced plans to transition customers to a fuller-featured but more expensive Enterprise Support service, which costs 22 percent of license fees annually.
In a move seen both as an embarrassing retreat and an unprecedented concession to customer needs, SAP subsequently agreed to roll out the price hike over a longer period of time and is working with users on a set of KPIs (key performance indicators) meant to show the service's value.
Raytheon isn't affected by the Enterprise Support situation, because it is currently paying 17 percent for SAP's Product Support for Large Enterprises plan, Dickie said. But SAP has been trying to upsell Raytheon on its high-end MaxAttention support service, she said.
"We believe we should get that level of support without paying for MaxAttention," she said.
However, Dickie gave her SAP sales contacts high marks overall, saying the account director "knows the pressure I'm under" given the need to hold down costs in the recession, "knows when to back off," and is a strong advocate for Raytheon's needs within SAP.