SAP has launched a premium support service costing five percent more than its existing support.
The company said that it will deliver better response times and more personal service for customers. The premium support programME, an upgraded version of the SAP Standard Support offering, provides users with a designated support adviser.
However, the new programme carries a price tag of 22 percent of the net license fee, which compares to 17 percent for the standard service.
Yvonne Genovese, an analyst at Gartner, said she expected few users to sign up for the service.
"I don't see the value for customers in paying an additional 5 percent in maintenance per year," she said.