SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable prices. Support and maintenance customers are committed to service contracts, but only to a point. New options are thus available.
system under maintenance
to play out over system architectures, new middleware, and service-oriented architecture (SOA) technology standards, as experience teaches us, see Architecture Evolution: From Web-based to Service-oriented Architecture . Lastly, many customers are concerned that choosing one vendor will leave them with a potentially weak or unviable solution in the coming shake out. Although existing enterprise systems'' customers are a locked-up audience, they can be only to a point. If vendors continue playing hardball,