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Author's profile photo David Osborne

Support Request Changes for SAP SuccessFactors Partners

One of the most significant benefits of 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.


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


With the Partner Delivery Community now up and running, we’ve looked at another area where we see a high volume of tickets – tickets by those who are non-authorized by SAP SuccessFactors. Effective July 1, 2018, we will no longer accept tickets from any partner without a valid status with PartnerEdge. We expect to see a measureable and positive impact on our Support services as a result. We also believe this provides a direct benefit to our customers who should now look to only work with partners with a valid SAP PartnerEdge or Global Services partner contract- as these partners will continue to have access to our Support personnel.


Businesses that fall outside of these categories will see a notice on the SAP One Support Portal informing them their ticket will not be accepted until they get current.


With 6500+ customers across the globe, we rely on our partner community to make these customers successful. Therefore, we will continue to look for ways 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.

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      Author's profile photo J. Pazahanick
      J. Pazahanick

      Seems like a major risk for customers if they are using non-authorized resources (how would they know) as consultants will not be able to enter in defects or get help from SAP/SF (which I understand) but at the core why do non authorized resources who per SF are entering a "high volume of tickets" even have access to customers SF instances in the first place.  What is being done about that?

      Again, while I get the reason for the program it seems half thought through and no customer friendly in the short term if they have these resources on their project. My thought is SF should reach out to customers letting them know anyone they have on their project that falls under the new directive (which they easy can since they have visibility to everyone that has access)