One of the most controversial issues in the SAP community today is the question of SAP Enterprise Support and whether the support justifies the cost. In the flurry of blog posts on this topic, an important viewpoint can get overlooked: the day-to-day experience of SAP customers. Recently, Panaya, an SAP third party solutions provider, released their 2009 SAP Support Costs Survey. This survey put some meat on the bone of the hot topics in SAP support, such as the cost of support per user, the attitudes towards Enterprise Support, and the key support challenges that SAP users face.