successfactors support – is that what they call an oxymoron

in my prior life i was a sap hcm consultant. a newbie no doubt but with some experience. one thing i hated more than anything was oss. wow. sap support was shocking. weeks for replies, when you did get a reply it was mostly incoherent drivel. so when my prev comp decided to go the sf route i though let me start reading. reading i did. and boy from reading did sf support make sap support look really, i mean really really good. not sure why the reviews were all negative until i started using support. jaw dropping incompetence is a word that comes to mind. at the time we had premium level support for our comp module. we purchased ec and sf told us we had to upgrade to platinum. i laughed when i heard but platinum. you gotta be kidding me.

fast forward a few months. i am no longer there but my friend walter has kept me up to date. in looking for an ec partner, a few of them offer “support services”. so my friend walter asked me to investigate. do they need platinum support for ec and what support are these 3rd party implementers offering.