How Accurate Was SAP on Its Support as a Good Value?

ByShaun Snapp

Executive Summary

  • For years SAP has stated that SAP support was a good value.
  • In this article, we review the accuracy of this claim. 

What SAP Said About SAP Support as a Good Value

SAP, as with any other software vendor, promotes its support as a good value. In terms of publishing on SAP support, SAP is relatively quiet about its support, particularly when compared to their aggressive marketing regarding their applications. However, SAP does say that its support is so good that customers don’t have to worry because they are covered. However, the reality of SAP support is that it continues to decline. You will learn how accurate SAP is when they talk about the value of support with prospects.

Our References for This Article

If you want to see our references for this article and other related Brightwork articles, see this link.

Notice of Lack of Financial Bias: We have no financial ties to SAP or any other entity mentioned in this article.

  • This is published by a research entity, not some lowbrow entity that is part of the SAP ecosystem. 
  • Second, no one paid for this article to be written, and it is not pretending to inform you while being rigged to sell you software or consulting services. Unlike nearly every other article you will find from Google on this topic, it has had no input from any company's marketing or sales department. As you are reading this article, consider how rare this is. The vast majority of information on the Internet on SAP is provided by SAP, which is filled with false claims and sleazy consulting companies and SAP consultants who will tell any lie for personal benefit. Furthermore, SAP pays off all IT analysts -- who have the same concern for accuracy as SAP. Not one of these entities will disclose their pro-SAP financial bias to their readers. 

The Truth About SAP Support?

SAP’s changes 22%+ for its support, and as we cover in the article What to Do About SAP’s Declining Support, SAP has consistently disinvested in support over the past 15 years, driving costs down to the point where SAP now has a 90%+ margin on its support. Secondly, as SAP support does not support customizations, which 92% of SAP customers, this, along with forced upgrades, means that the 22%+ support fee is just a starter kit for much higher costs.

Conclusion and Calculation

SAP receives a 0% accuracy rating for the SAP support being a good value.

Link to the Parent Article

This is one of many research articles on a specific topic, that support a larger research calculation. For the overview of the research calculation for all of the SAP topics that were part of the study, see the following primary research A Study into SAP’s Accuracy.