Support Offerings: Guiding You to Success

SuccessFactors built its Customer Success Organization to create a customer support experience that is as compelling and effective as our solutions. Our customer-focused, innovation-fueled culture produces a support experience that is intuitive and genuinely helpful.

We get it.

Different customers have different needs, so we have put together the most innovative self-service and real-time support options available. As your go-to organization after you’re up and running, we want you to understand all of the support options and tools that are available.

You get it.

SAP Enterprise Support, available to all direct customers, provides multiple channels and resources to help you how you want it, when you need it. For customers interested in support that is more relationship-focused, we offer the option of upgrading to SAP Preferred Care, giving you an assigned Customer Success Manager who can assist with account and support requests.

Please note that effective April 15, 2015, new SAP Cloud Services customers for SAP SuccessFactors, SAP Business ByDesign and SAP Cloud for Customer can choose from 2 support options: SAP Enterprise Support, cloud editions (included in subscription fee); SAP Preferred Care (available for additional fee).  For existing Platinum Customer, the Platinum Experience Plan, will continue to be available through the end of your current subscription term.

Channels and resources available to all customers:

  • A Customer Community, one of the largest for HR and HCM professionals today, that enables you to find answers to questions, communicate with peers, share expertise, and more.
  • Live chat for real-time answers to simple questions.
  • A Customer Support Portal for easy support request submission and tracking.
  • A rich Customer Support Portal knowledge base of detailed articles and helpful videos.
  • Ongoing training and knowledge-sharing initiatives, like our VIP webinars, that explore best practices so you can supercharge your ROI. Also, our annual SuccessConnect conferences help you learn from experts and fellow users.
  • Our dynamic support offerings help address your needs.

The SuccessFactors Customer Success Team

The Customer Success team is at the center of SuccessFactors' customer support services. Each level of support has a dedicated team of individuals who can help you post-deployment. These teams are made up of knowledgeable professionals who will ensure that your organization uses SuccessFactors' solutions effectively and achieves your objectives.

We are committed to helping you get the most from your investment in SuccessFactors.