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Thought-Provoking Commentary for the Lawson Software Community
Over the past year or so, Lawson has been expanding their support offerings. It used to be that you had just one option: “Maintenance and Support”.
This meant that everybody (presumably) was treated the same, had the same response time, etc. Now Lawson offers four tiers of support as part of its “Total Care” package:
What’s interesting about all of this is that–at the same time that Lawson is offering customers more choices, SAP is offering less–choice that is. And raising their prices as well. SAP is migrating everyone to its Enterprise Support (they used to offer “Standard” and “Premium”) and charging 22% of license fees–a pretty substantial increase for those customers who used to pay 17% for Standard support:
One of Lawson’s key selling points over the past few years is their lower TCO; this gives them another opportunity to differentiate themselves.