Support Offerings: Guiding You to Success

SAP 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 a more personalized engagement, SAP Preferred Care keeps you running at peak performance and gives you more time to strategize for innovation. You can deepen your product knowledge, optimize your processes, and enhance issue resolution by working with special SAP contacts.

New SAP Cloud Services customers for SAP SuccessFactors, SAP Business ByDesign, SAP Hybris Cloud for Customer, SAP S/4HANA Enterprise Management Cloud, and SAP S/4HANA Professional Services Cloud can choose from 2 support options: SAP Enterprise Support, cloud editions (included in subscription fee); SAP Preferred Care (available for additional fee). 

Channels and resources available to all customers:

  • 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.
  • 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 SAP SuccessFactors Customer Success Team

The Customer Success team is at the center of SAP 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 SAP SuccessFactors' solutions effectively and achieves your objectives.

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