SAP has the wisdom of experience on its side when it comes to making those types of hand-offs trouble-free. After its acquisition of Business Objects, SAP switched product support over to its own system, angering some users who couldn't immediately obtain login credentials.
There may be other considerations in play behind One Support.
For example, the new features will only apply to customers on Enterprise Support, which costs more than Standard Support. SAP may be hoping One Support will convince Standard Support customers that coughing up the extra money is worth it.
SAP is also facing pressure from third-party support providers, who offer steep discounts compared to vendor-provided support. One, Rimini Street, also recently introduced services aimed at hybrid deployments.
"One Support is SAP's attempt to refocus on the value of their maintenance," said analyst Ray Wang, chairman and founder of Constellation Research. "I think clients will have to judge for themselves if the new program meets their expectations, as this is a recommitment to delivering better support."
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