In today's landscape of interconnected on-premises enterprise servers, appliances, managed services and cloud-based applications, the customer needs for SAP support services are fragmenting just as fast as their IT environments are shifting. On one hand, new cloud-delivered applications include support, maintenance and enhancements built into a tidy monthly price, negating the need for a separate support contract. And yet, an enterprise that launches an SAP HANA-based application from the cloud might also have a highly stable traditional ERP system that has...

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