I have had several users contact me for support recently because they are frustrated with the changes at SAP. One user tried for a week just to open a support ticket, then gave up and gave me a call. And SAP continues to modify the Business Objects support system. Starting November 1, 2008:
Crystal Reports desktop software:
The two free support cases you would get with each license will be replaced with complimentary access to support engineer moderated forums. The forums can be accessed through the Crystal Reports Support area on SAP’s site. Note that these are open peer-to-peer forums and most of the responses are from other users.
Customers who require interactive assistance from an engineer can purchase Single Case Support, but only through the eStore.
Software maintenance (one year of software updates) is no longer available on desktop products.
Crystal Reports Server Products:
Maintenance and support were often included in the price, but now customers must purchase them separately. Maintenance at 20% of the license price is now 22% of the license price (the SAP standard price).