Mystery surrounds the sudden resignation of key user representatives working with SAP to evaluate the value for money of its Enterprise Support programme.

The company will shortly announce proposals to meet its end users’ concerns after a change in SAP's software support pushed costs up by almost 30 per cent.

SAP agreed to demonstrate the value of Enterprise Support by developing a set of key performance indicators (KPIs). It also offered to delay a future rise in support costs if it did not meet targets related to those KPIs.

SAP approached the SAP User Group Executive Network (SUGEN), which brings together the heads of SAP user groups, to work on the KPIs. SUGEN set up a project team with two members of the board of the German-speaking SAP Users Group (DSAG) as project leader and project sponsor.

However, project leader Andreas Oczko and project sponsor Otto Schell both resigned on 18 November, a spokeswoman for DSAG said last Friday.

Despite their resignations, Oczko, the DSAG board member responsible for operation, service and support, and Schell, a DSAG board member and also vice chairperson of SUGEN, will remain involved in the project, said the DSAG spokeswoman, Angelika Jung.

Jung would say nothing about their reasons for resigning the leadership of the project. DSAG may have more to say about the matter this week, she said.

SAP too had nothing to say about the cause of the resignations. "DSAG is an independent user group and we cannot comment on their decision," said SAP spokesman Christoph Liedtke via e-mail.

The resignations will have little effect on the benchmarking project, according to SAP. "We expect that the KPI program will be continued by SUGEN," said Liedtke.

The KPI measurement project is on track and will continue, although it is too early to speculate about the results, he said.

"The process is very promising. But it is premature to make any conclusions at this point -- for SAP as well as for others," said Liedtke.