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Service Definition:
G- CLOUD Services VII
Proprietary Information Sept 2015 Page | 2
TABLE OF CONTENTS
SAP STATEMENT OF CONFIDENTIALITY AND EXCEPTIONS .................................................................................. 4
COMPANY OVERVIEW ........................................................................................................................................ 5
SERVICES ......................................................................................................................................................... 7
PERFORMANCE AND GOAL MANAGEMENT ........................................................................................................................... 8 Performance Management ......................................................................................................................................... 8 SAP SuccessFactors Goal Management ...................................................................................................................... 8 COMPENSATION MANAGEMENT.......................................................................................................................................... 9 SUCCESSION MANAGEMENT & CAREER DEVELOPMENT & PLANNING ....................................................................................... 10 Career Development ................................................................................................................................................. 10 CORE HRIS (EMPLOYEE CENTRAL) ..................................................................................................................................... 12 LEARNING MANAGEMENT SYSTEM (LMS) ........................................................................................................................... 13 Extended Enterprise .................................................................................................................................................. 14 iContent .................................................................................................................................................................... 14 COLLABORATION & SOCIAL LEARNING (JAM) ...................................................................................................................... 15 Collaboration ............................................................................................................................................................ 15 Social Learning ......................................................................................................................................................... 15 RECRUITING EXECUTION .................................................................................................................................................. 16 Recruiting Management (Applicant Tracking System) ........................................................................................... 16 Recruiting Marketing ............................................................................................................................................... 18 WORKFORCE PLANNING .................................................................................................................................................. 19 WORKFORCE ANALYTICS .................................................................................................................................................. 19 SAP SUCCESSFACTORS BUNDLES ...................................................................................................................................... 20
INFORMATION ASSURANCE .............................................................................................................................21
DATA SECURITY.............................................................................................................................................22
DATA PRIVACY ...................................................................................................................................................22
AVAILABILITY & WARRANTY ........................................................................................................................23
PERFORMANCE ............................................................................................................................................23
DISASTER RECOVERY & DATA RESTORATION ...................................................................................................24
BACK-UP STRATEGY ....................................................................................................................................................... 24
MAINTENANCE WINDOWS SCHEDULED DOWNTIME .......................................................................................25
DESKTOP AND SYSTEM REQUIREMENTS ................................................................................................................... 25
ON-BOARDING AND OFF-BOARDING SCOPE.......................................................................................................25
SERVICE MIGRATION & DATA EXTRACTION/REMOVAL .......................................................................................26
ADMINISTRATION (CUSTOMER RESPONSIBILITIES)............................................................................................26
EASE OF USE ................................................................................................................................................................. 26 CONFIGURATION ........................................................................................................................................................... 27 LEVEL OF CUSTOMISATION PERMITTED ................................................................................................................................ 27 UPGRADES ................................................................................................................................................................... 28
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TRAINING ...........................................................................................................................................................32
TRAINING COURSES ....................................................................................................................................................... 32 Administration Training ............................................................................................................................................ 32 Reporting & Analytics Training ................................................................................................................................. 32 Train-the-Trainer ...................................................................................................................................................... 33 User Forums .............................................................................................................................................................. 33 LMS TRAINING ............................................................................................................................................................. 34 WORKING SMARTER WITH SAP SUCCESSFACTORS: ONLINE TRAINING .................................................................................... 35 NEW ADMINISTRATORS TRAINING PROGRAM ..................................................................................................................... 36
SUPPORT & SERVICE MANAGEMENT ................................................................................................................37
ONLINE HELP DESK/SUPPORT FEATURES ............................................................................................................................. 37 Resources .................................................................................................................................................................. 37 Support Levels ........................................................................................................................................................... 37 Customer Community Portal ..................................................................................................................................... 38 SUPPORT HOURS ............................................................................................................................................................ 38 PLATINUM SUPPORT ....................................................................................................................................................... 39 Annual Review .......................................................................................................................................................... 39 Configuration and Administration Units ................................................................................................................... 40 Configuration Units ...................................................................................................................................................................... 40 Administration Units.................................................................................................................................................................... 40 SUPPORT PROCEDURES .................................................................................................................................................... 41
PRICING .............................................................................................................................................................42
ORDERING AND INVOICING PROCESS ....................................................................................................42
FINANCIAL RECOMPENSES MODEL FOR NOT MEETING SERVICE LEVELS ...........................................................42
TERMINATION TERMS .......................................................................................................................................43
DETAILS OF ANY TRIAL SERVICE ................................................................................................................43
CONTACT US .....................................................................................................................................................44
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SAP STATEMENT OF CONFIDENTIALITY AND EXCEPTIONS
The contents of this document shall remain the confidential property of SAP and may not be communicated
to any other party without the prior written approval of SAP. This document must not be reproduced in whole
or in part. It must not be used other than for evaluation purposes only by you except with the prior written
consent of SAP and then only on condition that SAP’s and any other copyright notices are included in such
reproduction. No information as to the contents or subject matter of this proposal or any part shall be given or
communicated in any manner whatsoever to any third party without the prior written consent of SAP.
The furnishing of this document is subject to contract and shall not be construed as an offer or as constituting
a binding agreement on the part of SAP to enter into any relationship. SAP provides this document as
guidance only to estimate costs and time-scales of the predicted delivery project and as a guide to facilitate
discussions around licensing SAP software and the provision of services. This document cannot be attached
as an exhibit to contracts as it a working document. This will be subject to confirmation prior to any
contractual or delivery commitment by SAP.
This document may outline SAP’s general product / services direction and should not be relied on in making
a purchase decision. This document is not subject to your license or services agreement or any other
agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document,
provide any services or to develop or to release any functionality mentioned in this document. This document
and SAP's strategy and possible future developments are subject to change and may be changed by SAP at
any time for any reason without notice.
SAP confirms that to the best of its knowledge those who prepared this response have taken reasonable
care in preparing it and believe its contents to be true as at the date of this document. SAP cannot however
confirm matters outside of its control and accordingly cannot confirm the truth of all statements set out in this
document where those statements derive from facts and matters supplied by other persons to SAP. The
statements in this document are qualified accordingly.
Any software or services to be provided by SAP as proposed in this document shall be subject to the
standard terms and conditions of SAP for the provision of the relevant software and/or services. This
statement applies to all SAP documentation submitted as part of this proposal.
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Company Overview
SAP SuccessFactors is the global, SaaS delivery leader in business execution software. Our suite of on-
demand applications is relied upon by public sector and private sector organisations of all sizes around
the world to help deliver business results through achieving alignment of strategy, better execution and
optimisation of workforce performance.
SAP SuccessFactors began in 2001, with a bold and ambitious goal of revolutionising the way the world
works by increasing productivity by 50 percent. Today, our company is one of the fastest growing
organisations, and widely considered an innovation leader in Software as a Service (SaaS) solutions.
On February 16, 2012, SAP AG (NYSE: SAP) and SAP SuccessFactors, Inc. (NYSE: SFSF) announced
the successful completion of SAP AG's cash tender offer, commenced through its indirectly wholly-
owned subsidiary Saturn Expansion Corporation, for all issued and outstanding shares of common stock
of SAP SuccessFactors, Inc ("SAP SuccessFactors"). The tender offer was made pursuant to an Offer
to Purchase dated December 16, 2011 and in connection with an Agreement and Plan of Merger dated
as of December 3, 2011. SAP and SAP SuccessFactors first announced this transaction on December 3,
2011 when the two organisations entered into a definitive merger agreement, pursuant to which a
subsidiary of SAP would offer to acquire all outstanding shares of common stock of SAP
SuccessFactors, representing an enterprise value of approximately $3.4 billion.
The acquisition adds SAP SuccessFactors' widely respected team and technology to SAP's powerful
cloud assets, significantly accelerating SAP's momentum as a provider of cloud applications, platforms
and infrastructure. The combination of SAP and SAP SuccessFactors establishes an advanced end-to-
end offering of cloud and on-premise solutions for managing all relevant business processes. For more
details on this acquisition, please refer to: http://global.sap.com/corporate-en/news.epx?pressid=17902
Today, our company is headquartered in San Francisco, CA, with 24 global offices in North America,
Europe & the Middle East, Asia Pacific, and Latin America. We currently employ over 1,500 people
worldwide, all passionately focused on delighting customers through prompt and effective execution and
constant improvement driven by customer feedback.
We take pride in not only delivering world-class products, but also in leading the industry in innovation and
thought leadership. SAP SuccessFactors has led the industry in actual product innovation through a
blistering pace of development. Over the past ten years, SAP SuccessFactors has released over 120
new versions of the application. And due to the SAP SuccessFactors software-as-a-service architecture,
functionality from these new versions is seamlessly and immediately available to all customers around the
world at the same time – without any costly upgrades.
Always looking to the future and striving to improve, we take a 3-pronged approach to product innovation:
1. Industry Visionaries and Analysts – SAP SuccessFactors routinely works with talent management
industry visionaries and analysts to stay abreast of industry trends and to proactively enhance the
application to support trends in the marketplace.
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2. SAP SuccessFactors Research – SAP SuccessFactors Research is a team of industry experts
and PhD’s that are recognised leaders in the talent management marketplace. This Research
team has allowed SAP SuccessFactors to often set the direction for all talent management
vendors.
3. Customer Community – The SAP SuccessFactors Customer Community is a one-stop portal for
customers. One of the major features of the Customer Community is the ability for customers to
register for monthly interactive webinars with SAP SuccessFactors Product Management to
proactively impact product direction. Additionally, SAP SuccessFactors allows users to suggest
enhancements to the core product via the Idea Factory – and then other users in the Community
can “vote” on whether or not the enhancement should be included. Many of the best features of
SAP SuccessFactors originated as ideas from our customers on the Idea Factory.
Our relentless focus on innovation has been recognised by the industry analyst community. SAP
SuccessFactors is proud to have been recognised the leader in performance and talent management
by every major industry analyst over the past two years, including Gartner, Forrester, IDC, and Bersin
& Associates. Recently, we were placed at the top of the Gartner Magic Quadrant as a market leader
for integrated Talent Management Management Software. Please review the information below.
"Gartner defines leaders in this Magic
Quadrant as companies that had "strong
product functionality and, often, provide
superior customer experience. In addition,
these vendors have strong direct sales
and/or channel sales capabilities. Leading
vendors also have strong or emerging
multinational solutions (with corresponding
service and support).”
Simply stated, SAP SuccessFactors works every day to help organisations just like yours achieve tangible
and measurable results with Business Execution Software initiatives that use the latest research, the
smartest technology, and the most secure systems on the planet.
Number of customers: 4,500+
Number of end-users: 25 million+
Number of employees: 85,000 worldwide
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Services
• SAP SuccessFactors Performance Management & Goals Alignment • SAP SuccessFactors Compensation Management • SAP SuccessFactors Succession Management & Career Development & Planning • SAP SuccessFactors Core HRIS (Employee Central) • SAP SuccessFactors Learning Management System • SAP SuccessFactors Collaboration & Social Learning • SAP SuccessFactors Recruitment Execution
• SAP SuccessFactors Workforce Planning • SAP SuccessFactors Workforce Analytics
• SAP SuccessFactors Perform and Reward Bundle • SAP SuccessFactors Integrated Talent Management Bundle • SAP SuccessFactors Advanced Learning Bundle • SAP SuccessFactors Enterprise Package Bundle
The following service solutions are offered via GCLOUD;
SAP SuccessFactors’ leading integrated product suite provides the foundation to transform our
customers’ organisations and help unlock the true potential of the workforce. Delivered through a SaaS
model, our suite of on-demand applications is composed of distinct capabilities, all of which work
together as a fully integrated solution; however, the entire suite is highly scalable and modular, allowing
customers to add new modules when they’re ready – “on demand.”
Our solution can be both purchased and deployed, module by module or as a combined bundle of
modules. We have therefore defined separate services to support a modular or bundle approach.
Our pricing section also supports the modular and bundled approach; please refer to this area for suitable
pricing.
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Performance and Goal Management
Performance Management SAP SuccessFactors Performance Management turns paper-based performance review forms into an
efficient, online system that streamlines the review process and reduces the hassles often associated
with completing performance reviews. Our solution facilitates a meaningful, ongoing feedback loop
between managers and subordinates, turning the occasional performance review into an ongoing
dialogue focused on improving employee performance. Managers spend less time on administrative
tasks and more time coaching and giving valuable feedback, increasing employee morale and overall
productivity. Our solution helps organisations:
Identify High Performers – Provides executives and managers with real time actionable
insight into organisational performance.
Increase Completion Rates – An easy-to-use user interface promotes fast user adoption,
increasing performance review completion rates.
Develop Talent – Writing assistants and configurable routing turn performance reviews into a
valuable ongoing feedback loop between managers, subordinates, and peers.
Streamline the Process – Our fully online, automated solution improves efficiency and
decreases costs associated with cumbersome paper processes.
Improve Compliance - Audit trail of legally discoverable documents, evidence of an objective
review process, and our Legal Scan capability help ensure compliance with Sarbanes-Oxley
and other regulations.
SAP SuccessFactors Goal Management SAP SuccessFactors Goal Management automates the process of creating, cascading, monitoring and
assessing the progress of company-wide goal completion. With this automated process, management
has clear, real-time visibility of progress against high-level strategic goals.
More details on SAP SuccessFactors Performance and Goals.
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Compensation Management
SAP SuccessFactors Compensation Management streamlines the compensation process and helps
organisations execute strategies that motivate and reward employees based on their achievements,
ensuring a true pay-for-performance culture. Compensation Management decreases the administrative
burden associated with managing the compensation process while simultaneously reducing the number
of errors. Managers have all of the information they need within easy reach to make effective
compensation decisions. Our solution helps organisations achieve:
Pay for Performance Initiatives – Increase employee performance and engagement by easily
linking pay to performance in an objective and transparent process.
Streamlined Compensation – Configurable workflow, centralised information display and easy
access to key compensation metrics speed up the compensation cycle while reducing errors.
Compliance – Organisations can strike the right balance between giving managers discretion
over their compensation budget and ensuring adherence to important corporate compensation
policies.
Budget Optimisation – Managers can perform real-time “what-if” scenario analysis by allocating
higher merit increases to top performers and instantly seeing the budget impact.
More details on SAP SuccessFactors Compensation.
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Succession Management & Career Development & Planning
SAP SuccessFactors Succession Management gives your organisation the visibility it needs to identify
and anticipate the talent gaps in your organisation as well as provide the insight required to help you
bridge those gaps. With support for individual, role, and position succession models, SAP
SuccessFactors Succession Management will help you:
Know your Talent – Collect valuable information about your employees that provides insight
about their backgrounds, experience, expertise, performance, and career aspirations.
Identify Talent Gaps – Easily identify current and potential talent gaps in your organisational
structure. Assess the impact of loss to your business and gain visibility to your bench strength.
Broaden the Nomination Pool – Expand your talent search beyond your immediate sphere by
leveraging robust nomination capabilities and a company-wide talent search engine.
Promote the Right Talent – Identify the right candidates to fill leadership gaps quickly and
objectively using competency-based search capabilities and side-by-side comparisons of top
candidates.
Career Development SAP SuccessFactors Career Development and Planning enables organisations to improve the quality of
talent to address current and future strategic needs while providing employees the opportunity to identify
and develop the competencies necessary for future job growth. This ongoing process creates an
environment of career accountability at all levels, where employees can drive their career development
and managers better understand the goals, strengths and weaknesses of their teams. This solution
enables:
A collaborative process by which manager and employee can develop career development goals.
Identification of gaps between required and assessed skills, and suggests development activities
to close gaps.
Delivery of focused learning activities against predefined development goals.
Employee input into career direction and skills development, resulting in increased engagement
and retention.
Real-time visibility into the competency health of the overall organisation.
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In addition, The SAP SuccessFactors solution improves the effectiveness of learning and development
investments by:
Integrating development planning into competency-driven reviews and linking development
goals directly to specific competencies.
Managing development goals and learning activities in an ongoing, year-round development
plan to ensure employee development is always in line with strategic organisational
objectives.
Our Individual Development Plans (IDP) and competency assessments can be integrated with your
Performance Review process. This creates an opportunity to appraise employees in their current roles
and to initiate plans for future growth. Competency Gap analyses, IDPs, and Career Worksheets can all
feed off of employee performance data, which steers employees and managers towards targeted and
specific development paths. Employees and managers can continually monitor IDPs and development
goals to ensure that employees are on track for development and succession.
More details on SAP SuccessFactors Succession & Development.
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Core HRIS (Employee Central) SAP SuccessFactors Employee Central provides comprehensive core HR functionality AND is built for
Business Execution. With Employee Central you can manage your employees’ HR information and
automate common HR processes with a graphical, easy to use solution. HR reports and auditing
capabilities help you meet regulatory compliance and answer your key HR related questions. With
Employee Central, you can capture more than the usual HR data, and allow employees to create rich
profiles that express their skills, interests and career aspirations. With collaboration and social networking
capabilities they will connect with peers, share knowledge and drive greater productivity.
One core global system-of-record. Effective-dated job, pay, and organisation data across geographies,
cost centres, legal entities, and employee types.
Integration with talent. Make informed talent decisions based upon a complete picture of your
employees that combines your core HR, talent and employee data in one location.
Powerful workforce analytics and planning. Integrate workforce data with financial data from
external systems. Use metrics to know what to measure, benchmarks to show how you’re
doing and identify gaps that thwart your business goals.
Collaboration. Put the wealth of employee talent, HR, and profile data to work by enabling
employees to connect and share knowledge driving real achievement of your business goals.
Usability. Inspired by everyday apps like LinkedIn and Amazon, Employee Central provides
simple and relevant user experience so everyone in your company, including managers,
executives, employees and HR will use it every single day.
Continuous innovation. Cloud-delivered continuous enhancements with no additional cost or
disruption to your organisation.
Integration. Seamless integration of Employee Central with all on-premise and cloud
applications including ERP, payroll, time and benefits solutions. The cloud-based integration
platform ensures rapid, scalable, and cost-effective integration.
SAP SuccessFactors Employee Central 2.0 provides a radically different approach to Core HR systems.
You’ll have access to up-to-date and historical employee information across your organisation, creating
an actionable foundation for everyone to execute better—every day.
More details on SAP SuccessFactors Employee Central.
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Learning Management System (LMS)
SAP SuccessFactors Learning (formerly Plateau's LMS) is a core part of SAP SuccessFactors' Business
Execution (BizX) Suite, and it provides comprehensive learning solutions that uniquely combine formal
and informal practices. SAP SuccessFactors now delivers an unmatched set of formal, informal, social,
collaboration, mobile, content management and analytics capabilities in the cloud to help business
leaders advance the workforce by improving employee skills, ensuring compliance and aligning
organisational objectives.
SAP SuccessFactors Learning combines best-in-class LMS with:
Social Learning and Collaboration - SAP SuccessFactors Social Learning brings a Facebook-
and YouTube-like experience to corporate learning, making it easy for anyone in the
organisation to share their expertise, connect with communities, and quickly find the
information they need to get things done.
Content-as-a-Service - SAP SuccessFactors iContent uniquely provides content
distribution and management in the cloud as a service, taking the headache and hassle
out of managing digital learning assets, from online courseware to on-demand
presentations and video, and provide learners with reliable, high-quality on-demand
access to both off-the-shelf and custom content.
Authoritative Insight - Comprehensive reporting and analytics gives HR and learning leaders’
authoritative insight about the state of their talent and talent development initiatives.
Learning Management allows your organisation to deploy a comprehensive learning strategy that
includes instructor led training (ILT), eLearning, virtual learning, exams, certifications, and extended
learning. Learning management allows you to create courses and curriculum based on performance
goals, career and succession plans, organisational development and compliance objectives, or for
individual, personal development. Plus, it ensures you have records, reports and insight to meet
government and industry-specific regulatory compliance-critical for industries such as pharmaceutical/
biotechnology, financial services, government, and manufacturing.
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Extended Enterprise Extended Enterprise enables you to cost effectively share your training assets with your entire network-
citizens, partners, supplies, resellers, customers, contractors, volunteers, or association members to
ensure they are always in the loop, productive and happy.
iContent Most companies struggle with managing their content assets. By providing "Content-as-a-Service",
iContent removes the burden of online content management, reduces costs, increases training efficiency,
and greatly improves the user experience. By reducing the overhead and infrastructure administration,
organisations will realise substantial cost savings and ensure faster, more reliable content delivery. Much
more than content hosting, iContent provides bandwidth & delivery (via Akamai), management, security
and updates for all of your e-learning. By providing comprehensive content and distribution management,
iContent enables you to focus on what matters- the quality and effectiveness of the training you provide in
delivering business results.
More details on SAP SuccessFactors Learning.
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Collaboration & Social Learning (JAM)
Collaboration SAP SuccessFactors Jam lets people easily share their expertise so others can find them and the
content they’ve created. In a couple clicks, you can record a “how-to” video or screen capture, share
documents, or post a new idea, question or suggestion. With the social discovery capabilities woven
throughout Jam, colleagues you’ve never met can find the content and connect with you. Jam
associates people, documents and comments so searching for information and experts is no longer a
frustrating experience
Social Learning Today's employees need to find answers quickly and easily. And, your subject matter experts may be in
any corner of the organisation, or the world. Quickly capturing and sharing insight is becoming mandatory
for organisations to remain competitive and innovative. With Social Learning, employees can instantly
capture and share information across social learning communities-anytime and anywhere. Social
Learning allows you to find and collaborate with subject matter experts immediately through video,
discussion forums, blogs, and more, to work more efficiently and effectively than ever before.
More details on SAP SuccessFactors Shift to Social Learning.
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Recruiting Execution Recruitment Execution is made up of two elements, Recruiting Management (Applicant Tracing System and Recruiting Marketing).
Recruiting Management (Applicant Tracking System) SAP SuccessFactors Recruiting Management lets organisations quickly and effectively source the right
talent to ensure continued organisational alignment and high-performance. Some key solution
capabilities include:
Centralised Job Profiles with key competency requirements provide targeted profiles to quickly
create targeted requisitions.
Requisition workflow and tracking streamlines the approval process to drive recruiting
efficiency.
Candidate Search lets recruiters search through both external and internal candidate pools.
Full Job Posting capabilities automatically post jobs to internal, external and 3rd party job
boards.
Source Quality Chart plots the performance of hires against the recruiting cost of each hire
source to help maximise recruiting ROI.
Pre-screening Questions eliminate unqualified candidates early to focus on high quality
candidates.
Interview Question Library, an add-on content pack that provides over two thousands sample
interview questions.
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SAP SuccessFactors Recruiting Management is part of an integrated suite of modules that address
issues ranging from recruiting to performance, from compensation to succession, and everything in
between. Through this comprehensive approach to performance and talent management, the solution
helps organisations:
Ensure hires are quickly aligned with your organisational strategy.
Create targeted development plans to bridge any gaps identified during the hiring process.
Leverage internal compensation data and analytics to support internal hiring decisions.
Succession information allows organisations to understand who they need to retain, and who
needs to be hired.
More details on SAP SuccessFactors Recruitment.
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Recruiting Marketing
Attract & Engage Better
You may be throwing away money on the wrong job advertising strategy. But, how do you know what
works? Social networks, job boards and corporate career sites are not enough to find the best talent
anymore. You need a personalised, interactive, multi-channel approach that gets your jobs in front of the
right candidates with the right message at the right time.
SAP SuccessFactors Recruiting Marketing gives you the tools you need to take control of the rapidly-
changing world of social networks, search engines and mobile devices. Every job opening becomes a
marketing campaign, so that it shows up just when, and where the right candidates are looking for it,
whether that’s on their mobile device, or their favorite social network. But, attracting the right candidates
is only the first step. Most candidates (as high as 90%) will not apply the first time they see an
opportunity. You need to capture their attention, create interest in your organisation and encourage them
to sign up for more information so that you can keep them engaged until the timing is right.
SAP SuccessFactors interactive solution SAP SuccessFactors recruiting enables you to initiate
relationships and maintain contact in a systematic fashion with sophisticated automation. This means less
work for recruiters with more return on investment. Jobs2web’s award winning Recruiting Dashboard™ is
how you know what’s working. Measure 100% of your career site visitors and applicant traffic. Finally,
you’ll have total visibility to the metrics you need, helping you maximise how you spend your recruiting
pounds and allow you to focus on the strategies that most effectively drive down your cost per hire.
More details on SAP SuccessFactors Recruiting Marketing.
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Workforce Planning
With SAP SuccessFactors Workforce Planning organisations can conduct sophisticated workforce
analytics and modeling to create strategies today to insure their readiness for the future. This proven
solution has been used by organisations around the globe for almost thirty years to help them inform
business strategy and bridge the execution gap between strategy and results.
SAP SuccessFactors Workforce Planning helps:
Make Informed Decisions – formulate your strategy with greater confidence knowing your
forecasts are based on credible workforce data from across your business systems.
Mitigate Risks – identify the skills and competencies needed to meet your growth strategy, any
gaps produced by workforce projections and the associated risks.
Optimise Your Results - dynamically model different workforce scenarios and understand their
financial implications – in real time - with robust “what-if?” financial modelling.
More details on SAP SuccessFactors Workforce Planning.
Workforce Analytics
SAP SuccessFactors Workforce Analytics provides concrete and actionable insights on workforce data to
drive your business strategy today and help you plan for the future. This proven solution has been used
by organisations around the globe for almost thirty years to help them inform and execute their business
strategy.
SAP SuccessFactors Workforce Analytics helps organisations:
Hone business strategies - Identify the leading indicators of organisational effectiveness and
formulate action plans to achieve your corporate goals.
Improve workforce profitability - Create targeted initiatives based on empirical evidence, not “gut
feelings”.
Understand what’s happening in your workforce and why – Powerful, easy-to-use drag and drop
interface allows you to correlate multiple data streams (core HR / talent data with financial / CRM
/ survey data) and analyse across measures and dimensions – all in one location.
More details on SAP SuccessFactors Workforce Analytics.
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SAP SuccessFactors Bundles
As stated previously, SAP SuccessFactors is flexible in how it can be both procured and deployed.
The solution is modular in design and thus modules can be procured independently, using the
Services described module by module.
However, many organisations look to take an integrated approach to Talent and HR generally,
choosing to procure multiple modules but then deploy them gradually over time.
Our solution fully supports this approach.
We have therefore defined the following bundles, which contain common modules required by our
existing clients:
Performance and Reward Bundle
This bundle contains the following modules:
Performance and Goal management.
Compensation.
These modules are detailed individually previously in this Service Definition. Please refer
to each section to review the capability that each module can deliver.
Integrated Talent Management Bundle
This bundle contains the following modules:
Performance.
Succession.
Learning.
Compensation.
Recruitment Execution.
Advanced Jam.
These modules are detailed individually previously in this Service Definition. Please refer
to each section to review the capability that each module can deliver.
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Advanced Learning Management Bundle
This bundle contains the following modules:
Succession.
Learning.
Advanced Jam – Social Learning and Collaboration.
These modules are detailed individually previously in this Service Definition. Please refer
to each section to review the capability that each module can deliver.
Enterprise Package Bundle
This bundle contains the following modules:
Recruiting Execution.
Onboarding.
Employee Central – Core HR.
Performance.
Succession.
Learning.
Compensation.
Workforce Analytics.
Workforce Planning.
Advanced JAM – Social Learning and Collaboration.
These modules are detailed individually previously in this Service Definition. Please refer
to each section to review the capability that each module can deliver.
Information Assurance
Through our data centre partners, SAP SuccessFactors provides a world class IT architecture, with the
industry’s highest and most stable environment. Our data centres in Europe are SAS 70, BS7799 and
SSAE16 –SOC2 certified. SAP SuccessFactors has demonstrated on-going commitment to protecting
the confidentiality, integrity and availability of both customers and its own information from internal and
external threats, making us a reliable and secure system provider.
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Data Security
All of the SAP SuccessFactors services are run as a Public Cloud.
Public Cloud means Utility Computing that is available to individuals, public and private sector
organisations. Public Cloud is often non-geographically specific and can be accessed wherever there is
an Internet connection.
SAP SuccessFactors services are accredited generally to a similar standard to that previously defined as IL2.
As laid out in the G-Cloud principles, government should utilise the public cloud deployment model as a
default position, utilising private cloud only where essential criteria cannot be met by public cloud delivery
model offerings. For example: Information Assurance criteria might currently drive the use of government
accredited data centre services and infrastructure for sole use of the public sector where services are
processing/storing information at Impact Level 3 and above.
However, how as essential criteria are met is expected to evolve as the cloud market innovates and
matures, possibly reducing the need for private cloud delivery.
SAP SuccessFactors is well positioned to provide data security solutions that are simply too time
consuming and expensive to deploy within the framework of a single organisation, as providers of
behind-the-firewall solutions frequently attempt.
Data Privacy
SAP SuccessFactors complies with all applicable laws and regulations, such as EU Safe Harbour. Our
security (including data encryption and use of passwords) combined with our permissions-based
management functionality provide our users with total control over access to personal and sensitive data
(including data that European works councils may have the right to restrict or control access or use of)
and how that data is used. These sorts of privacy rights issues are fully addressable in the configuration
process (e.g., obtaining employee consent to the collection, transmission and processing of personal
information).
Compliance with Sarbanes-Oxley (SOX), GLBA, HIPAA, PCI, SB 1386 and similar laws is primarily the
responsibility of our customers. SAP SuccessFactors stores customer data, and we do not control who can
access that information on the customer’s end, which is what is important. SOX, HIPAA, etc, are
concerned with what the customer is doing with the data. SAP SuccessFactors does not access customer
data. What we provide is a secure online storage facility for employee data, along with a UI for retrieving
that data. Because we don’t ourselves disclose customer data, compliance with the various statutes cited
rests with the customer. Some statutes require that systems containing personal information be equipped
with “reasonable” or “adequate” safeguards and security measures to protect the privacy and security of
such data. SAP SuccessFactors employs measures that are more than adequate to satisfy such
standards, and no agency has ever suggested otherwise.
Note: Further information can be made available as and when requested.
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Availability & Warranty
SAP SuccessFactors contractually guarantees at least 99% system uptime, with the exception of during
regularly scheduled and emergency maintenance. We use a variety of monitoring services to monitor
and enhance application performance.
Performance
SAP SuccessFactors is a Software-as-a-Service (SaaS) application that is delivered 100% over the web.
As such, we leverage standard web browsers and the public internet to deliver the application. While
SAP SuccessFactors can control page generation times within our production infrastructure, we cannot
guarantee how long it will take to deliver those pages over the public internet and/or through internal
networks.
Based on repeated customer performance tests, SAP SuccessFactors end users typically see a response
time of 2-4 seconds for generation of average forms and pages. Most page actions (such as opening a
menu) do not require a server call and, as such, response time is typically less than 1 second. The SAP
SuccessFactors Adhoc Report Builder features a graphical meter bar to let users know that the application
is generating a report.
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Disaster Recovery & Data Restoration
Back-up Strategy Backup, failover and redundancy services are designed to offer cost-effective solutions to help increase
data availability and protect information from accidental loss or destruction.
• Backup encryption – All data stored on backup tapes is encrypted using 128-bit encryption.
• Backup and restore – the Data Centre runs full data backups weekly and incremental data backups
nightly.
• Customer CSV backup – Customers can export their data in CSV format manually or automatically,
and store it as they wish on their own geographically dispersed infrastructures.
• Geographical failover – SAP SuccessFactors offers geographical failover as an optional service.
• Complete Redundancy – Every component in the SAP SuccessFactors infrastructure is redundant.
There are at least two of each hardware component that processes the flow and storage of data.
• Network – SAP SuccessFactors utilises Cisco Systems network equipment, including firewall,
switches and intrusion detection. Each device in the network has a failover backup to ensure
maximum uptime.
• Load Balancing and Server Clustering – SAP SuccessFactors load-balances at every tier in the
infrastructure, from the network to the database servers. Application server clusters are enabled to
ensure that servers can fail without interrupting the user experience. Database servers are clustered
for failover utilising technologies from Oracle and Veritas.
SAP SuccessFactors' basic subscription services include backup and restore services with alternate site
backup replication. SAP SuccessFactors also offers customers additional options for disaster recovery,
including the ability to export their data to CSV format via the user interface or an automated FTP service,
and store that data in a location outside of SAP SuccessFactors.
If customers require geographical redundancy or have specific disaster recovery requirements, then for
an additional fee, SAP SuccessFactors will work with the customer to develop a custom Disaster
Recovery plan.
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Maintenance Windows Scheduled Downtime SAP SuccessFactors defines our Scheduled Downtime maintenance windows as being (1) midnight
(Friday- Saturday) to 7:00 a.m. Saturday; or (2) midnight (Saturday-Sunday) to 7:00 a.m. Sunday Time.
Standard maintenance is twice a month for a duration of 2 to 4 hours for new feature releases and
operational maintenance.
System notifications are posted in the application in advance of downtime to inform users of maintenance
periods. Users will see the notifications upon login. When the system is not available during the
maintenance there is a notification page displayed for the outage timing.
Desktop and System Requirements
For the latest detail on technical requirements, please refer to the online document below:
System Requirements and Technical Prerequisites for SAP SuccessFactors HCM Suite.
On-Boarding and Off-Boarding Scope
SAP SuccessFactors’s on-boarding process includes migration or import of customer’s existing data into
the on-demand solution.
For Off Boarding, there is no penalty for early termination of the contract, however, Off boarding costs will
be charged to cover costs. They will be equal to one year’s subscription fees or the subscription fees due
for the remainder of the term of the Call Off Agreement, whichever is the lower.
Off Boarding costs will also be scoped and charged for the export of data from the system.
Lead time from subscription to full implementation will depend on the complexity of the configuration. SAP
SuccessFactors does not guarantee a specific implementation target but closely works with a customer to
set expectations based on the scope and effort early in the project phase.
A typical configuration project takes eight to twelve weeks for our Talent Management Modules and about
six to nine months for our HRIS solution, Employee Central. Some configurations may take longer and
this is usually due to customers’ refining their business processes.
SAP SuccessFactors has a history of rapid, large-scale implementations, including one for a major
organisation where we successfully implemented their new workforce performance management
application in a record-setting, two weeks’ time.
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Service Migration & Data Extraction/Removal Customers own and retain all right, title and interest in and to the customer data and customer
confidential Information.
SAP SuccessFactors stores and maintains all customer data, and with the Customers permission, does
not purge data until 30 days after contract termination or expiration.
Towards the end of the agreement, assuming customer does not wish to renew the service; customer and
SAP SuccessFactors’s agree a statement of work for export of data per customer requirements. The data
is exported in industry standard formats for import (by the customer or its agent) into an alternative
solution.
There would be no charge for this service.
Administration (Customer Responsibilities)
Ease of Use
SAP SuccessFactors is an intuitive, Web 2.0 application that leverages many of the same ease of use
functions that users access today on common websites like Yahoo and Google. SAP SuccessFactors
doesn’t just offer a robust list of features, but also extreme ease of use. End users are impressed with our
system’s navigational ease, as well as tools such as our Writing Assistant, Coaching Advisor, and SMART
Goal Wizard. Employees who are familiar with internet browsing can be up and running with the SAP
SuccessFactors system in less than ten minutes.
With over 4,500 clients and 25 million users, SAP SuccessFactors’ UI standard development process is
aimed at optimising the consistency of the user experience, and to ensure ease of use and intuitiveness
of our application. As part of the implementation process, each client can customise its user interface
by incorporating its corporate logo and selecting from colour skins to match the look and feel of its
organisation’s portal(s). Various additional elements of the UI can be configured based on your business
objectives (e.g. Home Page, Company Information page, Forms, Help pages, etc.) While the UI is
standard for all of your users, access to data, reports, forms, functionality, etc. is based on the security
roles & permissions that have been assigned to each user.
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Configuration
The SAP SuccessFactors application is highly flexible and supports configuration for business processes
that are specific to different business units, departments, countries, etc. This is achieved through
configuration of form templates, workflows, route maps, reports, language options, currencies, security
roles & permissions, etc.
SAP SuccessFactors provides a highly configurable workflow engine for performance reviews and talent
management processes that can mirror any required routing process. Our easy to use Administration Tool
contains a Route Map function, which allows a customer's Administrator(s) to configure workflows and
forms. Our workflow engine allows an administrator to create sequential workflow functionality used across
various product modules. The workflow engine is used for setting rules for routing a document from one
stage to another and multiple workflows can be managed within the same module to match your business
needs.
Your System Administrator will be responsible for setting up, configuring, and managing the SAP
SuccessFactors application. Admin Tools, our system’s easy to use Administrative User interface, does
not require the costly customisations required of other applications. Source code does not need to be
changed, and no programming experience is required for clients to configure and maintain the SAP
SuccessFactors application. Some of the most commonly used functions under Admin Tools include:
Managing Users.
Managing Security.
Managing Documents.
Managing Competencies and Skills.
Managing Question Library.
Configuring System Properties.
Configuring Dashboards and Permissions.
Managing Reports and Permissions.
Managing Objectives.
Managing Development.
A typical administrator may not be accountable for all of these responsibilities. Often, a project manager
or subject matter expert can be assigned to learn and manage certain administrative functions. Once
each customer knows what its organisations needs/wants, and understands how to configure using our
tools, the customer can make most changes they would like.
Level of Customisation Permitted
Customers System Administrator will be responsible for setting up, configuring, and managing the SAP
SuccessFactors application. Admin Tools, our system’s easy to use Administrative User interface, does
not require the costly customisations required of other applications. Source code does not need to be
changed, and no programming experience is required for clients to configure and maintain the SAP
SuccessFactors application.
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Upgrades
Since 2001, SAP SuccessFactors has delivered over 130 product upgrades and enhancements, based on
our frequent and ongoing release cycle. Four releases occur throughout the year. 2015 releases will
happen in January, April, July, and October.
Customers will automatically receive these upgrades and enhancements when they are generally
released, for no additional cost. By default, almost all new system enhancements are turned off.
Customers have the choice of utilising new product enhancements, or leaving the instance of their
application as-is.
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Training
During your implementation, there are administration and reports trainings available to you as a customer
at no cost through our community webinars. Through SAP SuccessFactors University, we also offer a
host of custom training services for an additional fee targeting different user groups, including system
administrators, direct end users, HR partners, and business managers / executives. Please refer to the
“SAP SuccessFactors University” document, attached, for additional information on our training services.
More details on SAP SuccessFactors Training.
Training Courses
Administration Training SAP SuccessFactors offers an introductory training for those who will maintain and administer the SAP
SuccessFactors application post-implementation. This two-hour webinar provides an overview of the
most commonly used functions under the Admin Tools tab, such as:
Configuring the home page.
Working with user data.
Setting end-user permissions.
Setting up system notifications.
Managing forms and competencies.
Providing end-user support.
Reporting & Analytics Training SAP SuccessFactors offers an introductory training for those who will administer reporting functions for
their organisation, including training others to use the reporting functionality. This two-hour webinar
provides an overview of the most commonly used reporting functions, such as:
Dashboards, list view, spotlight views, and classic reports.
The analytics centre and spreadsheet reporting.
Setting up reporting permissions for various users.
Exporting and opening reports.
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Train-the-Trainer Your Professional Services Consultant will partner with you to provide training for those who will train
end-users in the general functionality of SAP SuccessFactors. This training might be onsite or a
webinar. Based on your needs, the workshop might cover:
Access to and navigation of SAP SuccessFactors.
Creating and cascading goals.
Completing an appraisal.
Basic dashboard and reporting functionality.
How to get help.
Roll-out plans, such as facilities, equipment, test user database.
User Forums SAP SuccessFactors has actively built a strong customer community through regional and global user
forums, held throughout the year, including SuccessConnect, which is held multiple times per year.
SuccessConnect brings together thousands of SAP SuccessFactors customers, industry analysts,
alliance partners, thought leaders, and technology experts to explore how individuals, technology and
business strategy can combine to drive better people performance and business alignment and help
accelerate business execution--every day.
SAP SuccessFactors’ user forums provide an opportunity for customers to engage with their peers and
further their ability to most effectively implement SAP SuccessFactors technology throughout their
organisation.
Performance and talent management initiatives are dynamic and always evolving which make the
interaction with SAP SuccessFactors and peer groups important to the ongoing success of each
individual company.
SAP SuccessFactors is committed to maintaining an open dialogue with all of our customers and
encourages all regional customers to enjoy and leverage our User Forum opportunities. By providing
networking and educational venues and by continually making our internal resources as available as
possible, we ensure that SAP SuccessFactors’ customers receive the highest levels of service needed to
drive true business results within their organisations.
For details on SAP SuccessFactors user forums and customer events, including schedules and agendas,
please refer to: http://www.successfactors.com/events.
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LMS Training
SAP SuccessFactors offers instructor-led and online training for the Learning Management Solution.
Administrator Training: Learning Management Core Topics
SAP SuccessFactors offers a 5-day course which covers the following SAP SuccessFactors Learning
Administration topics:
Introduction to SAP SuccessFactors Learning Administration (includes working with Talent
Profiles): Through lecture and activities, this course is designed to instruct participants on basic
concepts and terminology, navigation, and searching in SAP SuccessFactors Learning and is a
prerequisite for all other SAP SuccessFactors Learning courses. This introduction course covers
the following topics: Introduction to SAP SuccessFactors Learning; general access, navigation,
and search guidelines; Learning Needs Management model overview; SAP SuccessFactors
Learning terminology; user records; and talent profiles.
Learning Needs Management: Through lecture and hands-on computer lab work, this course
teaches participants how to develop a working knowledge of the Learning Needs Management
model to implement in their learning needs management strategy. Participants use system
functions to create and modify items and curricula, learning assignments, and record learning
events. Learning Needs Management covers the following topics: Items; curricula; period-based
curricula; learning assignments; and recording learning events.
Scheduling Management: Through lecture, activities, and computer lab work, this course helps
participants gain basic, hands-on experience using system functions contained within SAP
SuccessFactors Learning in order to schedule items, assign resources, and register users.
Scheduling Management covers the following topics: Scheduling overview; scheduled offerings;
segments; resources; registration; cancel scheduled offerings; record learning events; and copy
scheduled offerings.
Online Content Management: External content can communicate user data to SAP
SuccessFactors in a number of ways - AICC, SCORM, and SAP SuccessFactors Native Tracking.
This session explores each of these integration methods. Special attention is given to import
methods, common content integration issues, and troubleshooting techniques.
Online Exams with Question Editor: The goal of this session is to assist administrators and
course developers in creating and configuring exams using objectives and questions created in
Question Editor. Exams are used in conjunction with online items for the purpose of assignment
and completion.
Evaluations: Through discussion, demonstration, and hands-on computer lab work, this course
teaches participants the concepts and terminology associated with SAP SuccessFactors
Learning's training evaluation feature. Participants develop a working knowledge of this model
in order to implement their training evaluation program, gain basic skills in how to use SAP
SuccessFactors Learning to create and modify questionnaire surveys, associate surveys to
items, and report on survey results.
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Working Smarter with SAP SuccessFactors: Online Training From the convenience of your desk, you can now participate in intensive, hands-on workshops that are
designed to hone your skills and bring them to the next level. With SAP SuccessFactors' live online
"Working Smarter with SAP SuccessFactors", your participation is as easy as the click of a mouse!
Our expert instructors will provide in-depth training and answer your specific questions. In addition, you
will have a hands-on opportunity to test your newfound knowledge.
Each workshop is synchronous and facilitated. The workshops are conducted via WebEx and will utilise a
live training site for any hands-on activities. Workshop access information will be emailed to you upon
registration confirmation.
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New Administrators Training Program The New Administrators Training Program is designed to get your new admins up to speed fast! This
program includes:
Introduction to SAP SuccessFactors Learning Administration: Through lecture and activities,
this course is designed to instruct participants on basic concepts and terminology, navigation,
and searching in SAP SuccessFactors Learning and is a prerequisite for all other SAP
SuccessFactors Learning courses. This introduction course covers the following topics:
Introduction to SAP SuccessFactors; general access, navigation, and search guidelines; Learning
Needs Management model overview; SAP SuccessFactors Learning terminology; user records;
and talent profiles.
Learning Needs Management: Through lecture and hands-on computer lab work, this course
teaches participants how to develop a working knowledge of the Learning Needs Management
model to implement in their learning needs management strategy. Participants use system
functions to create and modify items and curricula, learning assignments, and record learning
events. Learning Needs Management covers the following topics: Items; curricula; period-based
curricula; learning assignments; and recording learning events.
Scheduling Management: Through lecture, activities, and computer lab work, this course helps
participants gain basic, hands-on experience using system functions contained within SAP
SuccessFactors Learning in order to schedule items, assign resources, and register users.
Scheduling Management covers the following topics: Scheduling overview; scheduled offerings;
segments; resources; registration; cancel scheduled offerings; record learning events; and copy
scheduled offerings.
Case Study Practice - A Day in the Life of a SAP SuccessFactors Learning Admin: This is a
chance to "put it all together" and apply what you learned. You will work independently to
configure items, curricula, scheduled offerings, learning assignments, etc. to meet the business
requirements for a realistic scenario. The instructor will be standing by to check your progress
and answer questions as needed. Take advantage of this opportunity to confirm your
understanding and practice your new admin skills.
Training Tracks
New Administrator Training for SAP SuccessFactors Learning version 6.3 and earlier New Administrator
Training for SAP SuccessFactors Learning version 6.4 only.
Who Should Attend?
All administrators on SAP SuccessFactors Learning.
Duration
28 hours: 7 days, 4 hours per day.
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Support & Service Management
Online Help Desk/Support Features
Resources
The following help resources and documentation are available to clients through the system.
User Online Help, tutorial videos, and job aids: Product usage information for employees and
managers.
Admin Resources Page and tutorial videos: Product usage information for product
administrators.
Release Notes: Highlights of the enhancements made in each product release.
Support Levels
The following levels of support are available.
Two support levels: Premium and Platinum.
Additional support options: Configuration and Administration Units.
Multi-Channel Support: Multiple channels and resources for getting support how you want it,
when you need it.
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Customer Community Portal In addition to our system tools, SAP SuccessFactors offers a “Customer Community” portal on its
website. The SAP SuccessFactors Customer Community brings together valuable resources to
further increase communication and help customers get the most out of their SAP SuccessFactors
investment. The Customer Community includes the following features for all members:
Knowledge Base: A repository for a diverse collection of informational resources available from
SAP SuccessFactors, such as support documentation, release notes, training information, FAQs,
marketing collateral and much more. The KnowledgeBase can either be browsed by topic or
searched with key words.
Discussion Forums: Message boards where customers can interact and share information with
each other, and with SAP SuccessFactors. Technical and non-technical SAP SuccessFactors
topics, Performance & Talent Management best practices, and other general HR topics are
discussed in the forums.
Case Management: A convenient link to Customer Success Case Management will be
accessible from the Customer Community. Case management allows customers to log support
cases online, and these cases are automatically entered into the support system and made
available for tracking through to successful resolution.
Upcoming Events: Events are posted to an online calendar where you can get a full view of
what is coming up, including training, webinars, trade shows, and demo days. Click on any event
in the calendar for full details including registration information where appropriate.
Enhanced communication: The Customer Community includes several ways to get in touch
with SAP SuccessFactors, including links to a Feedback forum, a “Contact Us” form, and ongoing
Community Surveys. Feedback is strongly encouraged so SAP SuccessFactors can continuously
improve the customer experience.
Powerful site-wide search: Search all content in the Customer Community, including forums
and posted documents, to access the most relevant information needed. Search results are
returned by topic and sorted by relevance for easy browsing.
Support tools: SAP SuccessFactors has developed innovative, self-service and real-time
support tools to assist clients with their customer support needs. Clients are provided:
Support Hours
Customer Success Hours of Operation (excluding holidays) is Monday- Friday 8:00 am - 6:00 pm Local
Time Zone.
24 X 7 X 365 support for Priority 1 and Priority 2 Issues.
Standard support is offered and comes as part of the annual subscription cost.
Advanced levels of support are offered, at additional charge, detailed below.
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Platinum Support
Platinum customers are assigned a shared Support Account Manager (SAM) who, by the nature of their
proactive, one-on-one relationship with only a few customers, has an in-depth understanding of your
critical human capital management initiatives, culture and business objectives.
Your assigned SAM will provide increased continuity and regular communication, helping to ensure the
most efficient delivery of customer support. As your SAP SuccessFactors partner, the SAM will work
closely with you throughout each event or process cycle. They will provide the shared guidance of the
collective Platinum Customer Success team to help you effectively plan ahead.
Your assigned SAM will provide increased continuity and regular communication, ensuring the most
efficient delivery of customer support. As your SAP SuccessFactors partner, they will work closely with
you throughout each event or process cycle. They will provide the shared guidance of the collective
Platinum Customer Success team to help you effectively plan ahead.
The SAM will provide:
Regularly scheduled review of open cases, important issues and top priorities.
Proactive reviews of pending issues and escalations.
Preparatory cycle planning meetings to provide advice and guidance.
Regular support reviews conducted by the Customer Success leadership team.
Customer Value and satisfaction feedback assessments.
One on one explanations of new product updates and how they specifically apply to your
products.
SAP SuccessFactors will also provide the services of a Technical Resolution group which will provide
technical responses and resolution when needed. Their expertise is aligned with all SAP SuccessFactors
product groups so client cases will be routed to team members who are the most knowledgeable about
the products they use. The team provides ongoing implementation and administration support, and
advisement on product capabilities as well.
Annual Review
Throughout the year, your accomplishments with SAP SuccessFactors products are being assessed.
This culminates in an annual support review, which provides insight into your company’s use of SAP
SuccessFactors products and gives our team an opportunity to suggest improvements by reviewing:
Business objectives, milestones and key concerns
System usage, end-user adoption and support case activity
Solutions to resolve roadblocks
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Configuration and Administration Units
SAP SuccessFactors has created a flexible and scalable support unit offering to meet any customer’s
needs. Configuration and Administration Units enable our team to help you with day-to-day or annual
tasks.
As part of your subscription, you receive a base number of Configuration Units and can purchase more as
needed. Platinum support customers have the option of purchasing Administration Units.
Configuration Units
As part of your annual subscription, a base number of Configuration Units (CUs) are provided free of
charge. CUs can be used to have certain minor tasks completed, like modifications and duplications of
field permissions or forms and templates for field labels, titles and more. Additional CUs can be
purchased as needed.
Administration Units
Administration Units (AUs) are available for Platinum support customers and can be purchased as
needed. AUs afford you the flexibility of having SAP SuccessFactors experts quickly perform tasks that
your administrators may not have time to do. AUs can be used for the following tasks:
General Administration - Tasks that involve end-users, document management and general
system related administrative action
Product Administration - Select activities and tasks associated with the administration of
your specific modules
End-User Management - Changes and modifications associated with end-user
administration and reporting rights, so your end-users have the security settings and
visibility to data fields that you want them to have
Workflow and Document Management - Management of or assistance with workflow
management of documents according to your requests and needs
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Support Procedures
During the Hosted Service configuration and up until “Go-Live”, Customer’s primary point of contact shall
be the SAP SuccessFactors professional services organisation or a SAP SuccessFactors implementation
partner, as applicable. After “Go-Live” of the Hosted Service, Customer’s primary point of contact shall
be SAP SuccessFactors’ Customer Success organisation. Notwithstanding the foregoing, Customer shall
be free to contact SAP SuccessFactors’ Customer Success organisation at any time after the Effective
Date for support services or to initiate CU and/or AU services.
SAP SuccessFactors will respond to submitted support cases as follows:
Priority Definition Response Level P1 Urgent: The Hosted Service on the
production system is not accessible or
operational.
Initial response within one (1) business hour of
case being submitted. The designated
Customer Contact will be updated twice daily
during business days regarding progress.
Actions to resolve will c ommence within one
(1) business hour.
P2 Important: (1) The Hosted Service on
the production system is operational but
experiencing a major functional loss that
impedes transactions from being
completed; or
(2) the development/test system is
not accessible or operational.
Initial response within two (2) business hours
of case being submitted. The designated
Customer Contact will be updated daily
during business days regarding progress.
Actions to resolve will commence within four
(4) business hours.
P3 Necessary: (1) The Hosted Service on the
production system is experiencing a
functional loss that does not significantly
impede transactions from being completed
but that affects performance or User quality;
or (2) the development/test system is
experiencing a major functional loss that
impedes transactions from being completed.
Initial response within four (4) business hours of
case being submitted. The designated
Customer Contact will be updated weekly
regarding progress. Actions to resolve will
commence within two (2) business days.
P4 Minor: (1) The Hosted Service has a
cosmetic or other minor error that does
not affect its performance or functionality;
or (2) Customer questions regarding use
of the Hosted Service.
Initial response within one (1) business day
of case being submitted. The designated
Customer Contact will be updated upon
request.
P5 Enhancement Request: Request for a
new feature that does not currently exist
in the Hosted Service.
Requests will be logged and evaluated in SAP
SuccessFactors' sole discretion for inclusion in
a future release. The designated Customer
Contact will be updated upon request.
Please refer to the SAP Cloud Customer Support, SAP Cloud Service Specifications and SAP Service
Level Agreement for additional information regarding the levels of Customer Support available.
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Pricing
SAP SuccessFactors pricing for its services is based on a per user/ per annum subscription fee. See
separate Investment Summary detailing the investment required by Service based on the number of
users.
The subscription fee is fully inclusive of all software licenses, hardware needed in the SAP
SuccessFactors data centre, software upgrades, and software support. SAP SuccessFactors runs in the
user’s browser environment, so there is no need for any additional on-site equipment (i.e. no capex
required for the solution).
Implementation services are scoped and delivered according to individual customer requirements either
using SAP SuccessFactors consultants or in partnership with our strategic partners.
Ordering and Invoicing Process
This subscription license agreement includes the contractual terms for licensing SAP SuccessFactors
software for use in an on-demand environment.
SAP SuccessFactors will send invoices to the address nominated in each contract and contact provided
by the customer as per the payment terms and schedule defined in the order form.
Financial Recompenses Model for not Meeting Service Levels Any recompense model is covered by the standard terms and conditions.
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Termination Terms
The services shall be provided for the number of “users” for the time period for which the Customer has
subscribed for the services, as detailed in the order form.
The general terms and conditions or applicable order form sets out the instances in which the parties may
terminate the subscription services prior to the contracted subscription term (e.g. non remedied material
breaches).
Customer may request to increase the number of “users” during the subscription term.
At the end of the contracted subscription term, the agreement shall automatically renew (for a term
specified in the order form) unless either party has provided the other with 45 days prior written notice to
the contrary.
Details of Any Trial Service
We are able to offer access to a Sandbox environment, which will require configuration to reflect the needs of the particular client. Therefore some dialogue and setup time is required for this to become available.
Contact Us Headquarters SAP SuccessFactors Clockhouse Place Bedfont Road Feltham Middlesex TW14 8HD Phone number: 0870 608 4000 www.sap.com