Gartner's research highlights discontent among users of SAP's RISE program, as they report rising costs and service levels falling below industry standards. Customers find themselves handling more technical tasks than anticipated, leading to delays in project launches due to a fragmented support structure. The program's standard SLA for uptime is 99.7%, which is inferior to the 99.9% benchmark of the industry, forcing users to pay more for better service. Analysts warn that inadequate SLAs pose risks for companies that rely heavily on ERP systems for productivity.
"Clients have noted that a siloed operational approach often results in activities... taking over a month to complete... RISE with SAP offers response level for incidents... not offering committed time to resolve service requests."
"You have an SLA, and that's great, but in the end, you make money with this system. If you're a manufacturing company and the ERP is down, your blue-collar workers can't work."
Collection
[
|
...
]