2663281 - SuccessFactors Non-Authorized Partner Policy

 SAP SuccessFactors will no longer be accepting incidents tickets raised by non-authorized partners.

 SAP SuccessFactors HXM Suite

Effective July 1, 2018, we will no longer accept tickets by partners those who are non-authorized by SAP SuccessFactors.

We encourage SuccessFactors customers to only work with partners with a valid SAP PartnerEdge or Global Services partner contract, as these partners continue to have access to our Support personnel.  With this change, we expect to see a measurable and positive impact on our Support services.

With 6500+ customers across the globe, we rely on our partner community to ensure those customers are successful. We’ll continue to address what we can do to ensure any SAP SuccessFactors customer is working with a company authorized to deliver SAP SuccessFactors implementation services.

More detail – who and how to get Support:

• Partner Support permissions - Partners with a valid SAP PartnerEdge or Global Services partner contract with all of their authorization requirements in good standing are authorized and able to submit tickets on behalf of a customer.
• Confirming authorization – Authorization should be verified with your SAP SuccessFactors practice leadership team(s).
• Ticket submission denials – If your ticket is not processed, it must be re-submitted by the customer or an authorized partner.
• “How to” and Configuration Questions – If you have a valid S-User ID and work with an authorized partner, please access the Partner Delivery Community for your ‘how to’ or configuration questions.

Our online Customer Community is the collaborative nature of the discussion forums, where users are able to get their questions answered and issues addressed quickly and effectively from other subject matter experts and super users.

SuccessFactors recently rolled out a new Partner Delivery Community to encourage our partners to engage with one another in a similar way. By reducing the volume of support requests from our vast partner community, we can focus more time on our customers, delivering a better experience.

KBA , LOD-SF-PLT , Platform Foundational Capabilities , Problem