SAP doesn’t forget on-premise sales with new enhanced support

SAP may be going after more cloud software sales, just like rivals Oracle and IBM, but it realises it still has to offer improved support options for on-premise customers.

Therefore it has just launched the on-premise edition of SAP Preferred Care for SAP Enterprise Support, a “new option for customers transitioning to digital business models”, said SAP.

The new edition is built on SAP Enterprise Support offerings to provide the “next level of operational backing from SAP”. It includes advanced service-level agreements, additional services, and a dedicated SAP contact person.

“SAP is providing an exceptional support foundation for its customers and the SAP Preferred Care service is already a success on the market for our cloud customers, as it provides the next level of support,” said Michael Rieder, senior vice president, global head of enterprise support and premium engagements at SAP SE.

“We are expanding the harmonised support experience by making this offering and its benefits available for on-premise customers as well. The on-premise edition allows SAP customers to protect their digitisation investments and affords them expanded value, greater flexibility and choice.”

“As enterprises move quickly to enable digital business transformation, growing complexity across the technology landscape has only increased the need for enhanced support,” said Elaina Stergiades, an analyst at IDC. “Offerings like SAP Preferred Care can help provide the additional support resources required as organisations adopt new technologies to drive strategic competitive advantage.”

SAP said the on-premise edition supports customers with hybrid environments as well as an enhanced level of holistic support as part of the SAP ONE Support programme.

Customers receive a dedicated customer success manager who provides remote enhanced incident management and orchestrates incident handling. Customers also receive remote access to a product expert for a specific productive SAP software component for one year.

@AntonySavvas