Baan last week confirmed that its telephone support workers have been told to stop providing off-hours assistance to users who don't have 24-hour support contracts.
Baan had been taking off-hours calls and billing users for the time and material needed to address problems as "an extra effort for customers," a spokesman said. But an increase in calls has led the company "to adhere more closely to written contracts," he added.
A-dec ran up against the more stringent approach in late December when it tried to get off-hours help with a software patch that was being applied to its Baan-based ERP system.
CIO Keith Bearden said A-dec will have to change the way it works on the ERP system because 24-hour support is too expensive. It would cost about $320,000 per year, a big jump from the $180,000 A-dec now spends to receive support from 7 a.m. to 5 p.m.
He said A-dec had to pay only about $20,000 per year in time-and-material costs for off-hours help.