SAP support for country-specific legal requirements

Just wondering if anyone could clarify how does SAP support work for the country-specific legal requirements. I'm sure in every country some new laws come to life regularly that affect the SAP customers and their ERP systems.
Case in point - on July 1st Mexican authority SAT decided to ask businesses to send them some XML files with some GL account information ('Anexo 24' - see the announcement in Spanish here). The deadline for the first file submission is October 2014.
This clearly affects every single SAP customer in the whole Mexico, as well as potentially many North America customers who have manufacturing facilities there. So would it be reasonable to expect SAP to come up with some standard solution? XML file extraction doesn't seem to be incredibly complex to me (although I might be off).
Another question - how would the customers know that SAP is aware of new laws and is taking some action? Could there be an announcement posted somewhere? There is a website for SAP Latin Americabut the latest announcement there is from June and nothing else is on the home page except for the HANA ads. (My Spanish is limited to "dos cervezas por favor", sorry if I missed something.)
In absence of such communication, naturally, the only option the individual customers have is to send a message to SAP. And that's where SAP replies with a copy/paste text (we got the same exact response as another SCN member here):
Feel free to maintain this incident opened, but contact us in the next three weeks, then we will be able to confirm if this legal requirement will be supported by SAP.
I'm confused - "IF"?! This is a legal requirement, there is no "if" for the business. Let's see if I got it right - we wait for 3 weeks, then SAP decides "nah, not gonna support that" (by the way, why is it on the customers to contact support again?) and every SAP customer in the whole country will have to scramble their own resources or pay for consulting (on top of SAP maintenance fees) to deliver the same exact set of programs on their own in under 2 months?
It could've been just an unfortunate choice of verbiage by Global Support, but I'm curious - is this really how the support for legal requirements supposed to work?
Thank you.

Hi Jelena,
Having been part of the SAP Globalization Services in Brazil, I understand a little bit of that process.
A few comments:
1) Localization of SAP solutions to country-specific regulation is under the responsibility of an area called Globalization Services. You can find more info about what they do here:
http://service.sap.com/globalization
2) Typically, those country-specific requirements are discussed in much details on the local ASUG chapters (at least that's how we did it in Brazil). That's why it's usually hard to find material in English, but I'd say that your local IT/Biz people in Mexico should be regulars in their local ASUG meetings, specially if they have a specific chapter to discuss Localization matters.
3) I found out this note with more specifics about "SAT Anexo 24".
http://service.sap.com/sap/support/notes/2041490
Apparently SAP is still analyzing it.
Suggestion if you want to speed the analysis up: reach out to your commercial contact in SAP.
4) Regarding your statement about the time it takes for the analysis & delivery to take place.
As an SAP customer, you have all the right to complain about the service level you're getting, it's just that, having been on the other side of the table, I know some facts that sometimes may be taken for granted. For example, SAP do not have infinite maintenance resources. I do understand that all customers pay maintenance and need to have their demands addressed, but SAP does not have a bench of developers available for whenever a new demand appears. If there is a new demand, they need to estimate the efforts and accommodate it into the development resource planning.
5) From a legal perspective, there is a difference between Legal Change and New Legal Requirement. The latter, if differing too much from the initial purpose of the acquired software, might not necessarily be required by the Software provider to be fulfilled within the maintenance scope. I'm not saying that it's the case for this Mexican requirement, I'm just saying there is this possibility, generally.
My personal recommendation: get your local Mexico people to be closer to the SAP Mexico team. They are usually responsible to publish information about such local requirements and the SAP release plan.
Hope that helps.
Best,
Henrique.

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Revision: 12944
Revision: 12944
Author:   [email protected]
Date:     2009-12-14 21:36:44 -0800 (Mon, 14 Dec 2009)
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