Support Offerings

Guiding You to Success

The Customer Success Organization is here to ensure that our customers support experience is as compelling and effective as the SuccessFactors products that help drive their businesses. Our customer-focused, innovation-fueled culture is more than lip service.  It’s a pursuit to provide 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 once you’re up and running, it’s important for you to know the support options and tools that are available.

You get it.

Premium support, available to all customers, provides multiple channels and resources for getting support how you want it, when you need it. For customers interested in support that is more relationship-focused the option of upgrading to Platinum support is available, giving you an assigned Support Account Manager to help oversee your account and support requests. We also offer flexible enterprise support units to meet enterprise customer administration and configuration needs. 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, and our annual SuccessConnect conferences.

For more information, read our support offerings datasheet.

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 are here to help you post-deployment. These teams are made up of knowledgeable professionals dedicated to ensuring that your organization is using SuccessFactors' solutions effectively to achieve your objectives.

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