Sapdup

So, how’s everyone’s experience of SAP’s Enterprise Support going?  Have you upgraded your Solution Manager, are you getting your continuous quality checks?  Are SAP meeting their SLA’s?

So far I have a few complaints:

-  SAP are not meeting their SLA’s for ‘High’ and ‘Very High’ messages.  I reported this to SAP, but we only created 19 calls during the quarter, so should not be entitled to any credit against our maintenance bill.

- SAP are not providing Global 24×7 support.  Recently we had a call which was only being dealth with in EMEA hours.  For anyone from EMEA who has tried to work with someone in NZ or vice versa, they will see the problem.  8am in Paris is about 8pm here in Auckland and 5pm in paris is about 5am in Auckland.  So as you can see, there is no crossover in business hours.

This means that “follow the sun” support is a big win for us.  However SAP is not deliverying it.

So, leave your comments on your Enterprise Support experiences.  If I see some trends I’ll update them into this post.

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