SAP HCM Customer Service and Technical Support

AhmedAbdelhady
Executive Manager & CO. Founder at Phoenix Consulting
It is easy to contact technical support and get help. Within the license model, you are paying 22% of your license fees per year to SAP for their support. There is a marketplace for SAP that you will have access to. You will go to that marketplace with any issue to open your tickets. You can set the severity and urgency of the issue by selecting it on the form. Then you submit the ticket to SAP and according to the severity, SAP will contact you and try to solve the issue with you. View full review »
reviewer1194150
Consultant at a consultancy
When I dealt with SAP directly, they were a little bit resistant to accepting the client's request for development. They said that it was due to lack of resources. The market share was small, so they didn't want to waste a lot of time. Eventually, after pushing them in the right directions, technical support was good and created what I needed. In general, it's not the system that fails, it's the people who are using the system. In the end, technical support does what needs to be done. View full review »
Porsche D'Oliveira
Specialist SAP Division at a tech services company with 1,001-5,000 employees
Technical support needs improvement. View full review »
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reviewer1406562
Owner & Founder at a tech services company with 1-10 employees
I have not personally dealt with them. View full review »
LangfordMunthali
Owner at Simply HR
The support wasn't that good. The implementation team didn't want to respond to issues. It took about three days to come and help us understand the system. View full review »
reviewer1199859
SAP HCM/FICO Team lead at a transportation company with 1,001-5,000 employees
The solution is stable, so I didn't need to reach out to technical support very often. When I did, they were helpful. In the normal process, you need to open a ticket with SAP and view a response or search on the marketplace for any SAP notes for fixing certain problems. That's normal process for all SAP modules; it's not HCM specific. View full review »
BaisaliMaji
Interface Developer at a energy/utilities company with 10,001+ employees
I have been in touch with technical support once or twice. Our problems were resolved very fast so I would say that the support is good. View full review »
reviewer772467
SAP Consultant at a university with 201-500 employees
Technical support could be more helpful. View full review »
Find out what your peers are saying about SAP, Workday, Oracle and others in Benefits Administration. Updated: October 2020.
441,672 professionals have used our research since 2012.