Feedback from customers spurs the software maker to adopt tiered pricing and freezes fees for enterprise support at 2009 levels.
SAP has backtracked on its plan to move all its customers to a more expensive level of support, following protracted negotiations with user groups.
The business software maker announced a tiered support model on Thursday. Under that model, users will be able to choose between Standard Support and the pricier Enterprise Support. SAP also said it will freeze the 2010 fees for enterprise support at 2009 levels.
"SAP's new support model is a direct response to the many discussions we've had with our customer and user groups," SAP chief executive Leo Apotheker said in a statement.
Read more of " SAP ditches customer shift to pricier support" at ZDNet UK.