Executive Summary (This is a document excerpt)

SAP's July 16, 2008 decision to move to a single-tiered 22% maintenance model raises concern for business process and applications professionals. While the new model does offer some new benefits like upgrade support and end-to-end operations support, many of the customers with whom Forrester has spoken already question the value of their existing Basic Support contracts at 17%. If you're an SAP customer or prospect, formulate a long-term strategy on SAP ownership that includes a near-term push for license discounts and longer-term involvement with user groups. Use Forrester's SAP Enterprise Support Value Calculator to determine how SAP's maintenance hike will affect your existing SAP strategy.

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