Strout could not be reached for comment on Wednesday.

SAP has said the new support terms are necessary because its customers' environments have become more complex, and it said they would result in a lower cost of ownership.

But so far, customers aren't wholly convinced. The SAP User Group Executive Network (SUGEN), a group made up of representatives from SAP user groups around the world, is working with SAP to develop key performance indicators for Enterprise Support.

The parties will "jointly evaluate the progress of these KPIs against customer expectations on a regular basis and adjust the continued rollout of SAP Enterprise Support until the quality measures are achieved," SAP said this month.