A number of SAP clients have signed contracts to host their ERP application using SAP’s HANA Enterprise Cloud, or HEC, solution only to realize problems arise down the road. Those issues, including lackluster service and quality, have been driving many clients off the system altogether. In fact, according to a 2019 Americas’ SAP Users’ Group (ASUG) survey of SAP customers, about 34 percent identified as current Azure customers compared to 15 percent using Google Cloud. Just 11 percent said they were using HANA Enterprise Cloud.
Similar sentiments have been expressed by many American Digital clients, who cite poor responsiveness and service along with a lack of control and an inability to change. Beyond this, others have noted multiple extended outages. Meanwhile SAP has provided no reason as to why they could not commit to or explain a five-day maintenance window for a release upgrade other than “buy MaxAttention”, which is SAP’s exclusive premium support service, if you need a shorter window.
Additional concerns include lack of transparency around service providers and actual cost components, such as hosting, support, and licensing. Only exacerbating the issue is the fact that non-SAP components receive only partial support. If additional support is needed, the client would need to work this out on their own. Overall, our clients have found HANA Enterprise Cloud less than ideal when supporting organizations that are embarking on major changes.
Backed by more than 150 successful HANA migrations, American Digital can help those looking to optimize their hosting options—whether through a hybrid cloud, private cloud, hardware-based, or consumption model. American Digital’s experience with SAP is vast, giving us the ability to step in and immediately provide the right expertise and assistance, from solution migration and hosting through wide-ranging BASIS support needs.