In my opinion, the technical support is good enough.

I communicate with technical support on a regular basis. I have an account manager located in Spain whom I can contact via WhatsApp. I tell him that we have an issue and provide him with the call number and details of the problem. He then escalates it to priority one and, since SAP is a global company, they have 24-hour support. Even if the call is worked on in South Africa and needs to continue into the night for us, the team in America will take over and ensure we don't lose any time. This usually results in the call being solved quickly since everyone is familiar with the platform and any potential issues.

Customer support needs improvement because it is a weakness. Support is offshore so you deal with people in other countries such as India. You have to adjust to their time zone to get support. They should do a better job because they are there to provide a service to customers, not the other way around. You have to bend to support's availability and it is difficult to get them to understand that they are actually there to help you. 

We are fortunate as partners because we have a dedicated account manager who is always available and responsive. We get direction and training materials at a VIP service level from our customer success account manager. We recommend this level of service because it really helps us. 

We've encountered issues with connectivity, integration, and occasional service downtime, leading to ticket submissions.

Generally the IBM team's technical support was very friendly. Even after they left and went on to other projects, they still answered me in a friendly way. They are no longer on contract with us, but whenever I face any issues, they're still helping me. They are friendly. Now, if they want to take it up to SAP, it's very typical that we have to escalate by priority. It can be low, medium, etc., but similarly, we didn't face issues with their technical support.

I have contacted the technical support for the solution. The response from the solution's technical support was fast. The solution's support team has been good so far.

I rate SAP support eight out of 10. I had to raise a ticket once because I was unable to complete a course on time. The "complete" button was invisible. The SAP SuccessFactors team had implemented a change. 

The technology is changing quickly and the solution requires support but it's not forthcoming. They say, "This is the product, now you figure out what to do with it." Every time we upgrade or implement something, we have to rely on our internal resources, even if we're willing to pay for support. AWS and Microsoft have advisory units that invest in employee-customer success but SF has nothing like that.

The technical support is slow. We generally have low and medium-level incidents. I rate the technical support a three or four out of ten.

Customer support are reasonably responsive. 

When we have an issue with Our SAP SuccessFactors we have our corporate team that handles it. We only need to open a ticket with them.

I rate the technical support a nine out of ten.

When we encounter something that requires attention, we submit a ticket on the SAP portal. Their response time typically falls within the range of twenty-four to forty-eight hours, as per their service level. Thus, there's no significant problem in the case of support.

I have not contacted the support from SAP SuccessFactors.

We don't generally require any technical support. 

The technical support capabilities are very strong. When we have any technical issues with the solution the resolution is fairly quick.

We don't get SAP support for the product. 

I would rate the technical support of the solution as seven out of ten.

I rate SAP support 10 out of 10. They have different levels of support. The first is the customer, the second is partner support, and the third is SAP. Inside SAP SuccessFactors you have a lot of built-in support that you can leverage without calling anyone. A system admin can log into the system and chat with SAP directly if they are facing any challenges. Real-time support is available within the system. 

There are some problems with SAP's technical support because they're not always very responsive.

I haven't contacted the technical support team. We have a team of experts, so we go to them if we face any issues. So if there's anything that they don't know, they will contact SAP's customer support team. I usually approach our internal expert team.

The support from SAP SuccessFactors is good. They were able to solve customer problems regarding integration between modules or some deployments that had issues.

Whenever we have an issue with SAP SuccessFactors they respond. SAP SuccessFactors has a well-structured support platform.

On a scale of 1 to 5, I would give technical support a 4.

In Indonesia, we mostly deal with Hong Kong. There's a team member in Hong Kong that works closely with our SAP consultant. I'm not sure of how responsive the consultant is as I don't deal with them directly. However, our project manager is quite good and understands this product well. When there are issues, he usually can handle them.

I'm satisfied with the SAP SuccessFactors knowledge base and support.

We have in-house support. Calling technical support sometimes takes a while, but we have some people who have the experience. We already have them employed, so when we need anything, we go to them. If it is beyond them, then we escalate to SAP.

SAP has implementation partners, so the technical support is given by the implementation partner. We have not contacted SAP for support, but as far as SuccessFactors is concerned, any product level support and response is very good. It's very well-structured and well-governed. They have a knowledge-rich library that you could always go to. There's also some forums where you can go and ask questions and get answers to your problems. The ecosystem itself is quite strong, including their responses as far as support is concerned.

Accenture gives good technical support.

My experience with the technical support has been good. There's something new with their support called Wizard Guide which is a type of knowledge base where you can search for a specific issue and it will give you some notes about it. If the notes aren't enough, you can then simply open an incident.

There are several tools for opening an incident. You can have a quick chat with a technical person directly, who you can exchange ideas with. This is usually for how-to questions.

Then, there's the ability to schedule meetings with the technical support. In a meeting, you can explain the problem you are facing, and they will either support you on the spot or you will have to open an additional incident ticket. For the new incident process, you need to classify which area of which module you're having a problem with and then wait for a response.

Within a maximum of three days, they will have an answer for you. If you need faster support, there's high priority support which is able to respond in one to two hours, but this isn't something we have used yet. High priority support is more for situations where a system cannot be reached at all, or where something has been greatly affected in the production system and you don't have any workarounds at hand.

They offer their support 24/7, answer very quickly, and they even call you to make sure that you are doing well. Sometimes, when you are enabling new features or facing issues, and you haven't even opened a ticket or anything, they will detect the issue and send an email to you directly to make sure you that you are coming along. For example, they'll tell you, "Please go to steps 1 to 3 to fix your issue." So they are very good and cooperative when it comes to technical support.

We have used technical support. I would rate their support as average. They are not as fast as we want them to be. They help us with backend technical interfacing between other systems. We're taking data from other systems and pushing it in.

The technical support for SAP SuccessFactors is quite helpful.

The solution's technical support is weak. 

They have not taken care to put in place any certified consultants that understand the system very well to support you when there are incidents. They seem to just add people that are new, fresh, and don't have a lot of information about the system. They don't have the real capability to solve technical issues. It makes the customers suffer.

Customer support does not provide answers to my questions at times. 

I have not used the support from the vendor.

The technical support has been helpful.

I would rate technical support a four out of five.

The company provides good service and accompanying support.

This solution has very good technical support. They are very professional, and we have a good relationship with them.

We were not happy with their after-sales support. Whenever we had an issue it was really difficult to get in touch with them. There was a problem with asking them about a feature or other things. They weren't as responsive as we would have hoped. During the installation of the system, they replied 24/7. However, after we deployed the system, it was not that easy to get a response.

I don't generally reach out to technical support. It's not that the system doesn't work; it's just that we don't understand how to optimize it. That's the only trouble we have. 

Their technical support is okay. Sometimes it can take some time to get a response and it takes some time to resolve some issues. The service is good.

We have found tehtechnical support team for this solution

Speaker 2:

Because they are responsive, they would be very approachable as well. But yeah, sometimes the SAP case, it goes across multiple geographies, across multiple points of contact, from development team to the product team or to the cross-functional teams. It floats around until a resolution or until it reaches out to the correct point of contact. So considering those cases, it may take a while for them to come up with a resolution for some cases. Otherwise, in most of the cases, pretty much the resolution is maybe in a latency of six to seven days it gets resolved.

SuccessFactors' technical support is responsive.

I didn't have any experience with them because we had an internal IT team that used to support us. They might have raised tickets with SAP. They sometimes used to say that they need to reach out to SAP to get clarity on some of these things, but for us, there was no interaction with the SAP support team.

If we had any issues that we were unable to resolve, we can always receive support from SAP. We raise an incident with them, and they respond depending on your priority. If you put priority one, it's almost an instant response. They reach out to you within an hour. On that call they asses the true priority level. If it's something we have to resolve as soon as possible, they will. While if it's something that is less of a priority, they will change the priority to something lower. But what I find is that at the end of the day, you always get a very good response from SAP.

So far, technical support has been good. Based on the priority of the ticket, we get issues resolved rather quickly. If it is a very high priority, we can get a resolution within three or four hours. They are helpful and responsive. We're satisfied with the level of support.

I would rate technical support average to good.

Technical support has been an issue since day one. We have made our concerns quite apparent. We pay extra for Premium Support (SAP Preferred Care) and honestly cannot see what we are really getting at times. We have an assigned CSM, but this is our 3rd one (although we like our CSM now). When a priority issue is sent to ‘Engineering’, it becomes a black hole of sorts. The priority of our case is no longer relevant as the CSM (and team) cannot do anything once it gets sent to the Engineering Team. This is a problem, since for us, SuccessFactors support is SuccessFactors support, regardless of what department/level the case sits in.

More direct interaction with the case specialist would be very helpful. When we occasionally have the ability to speak with the person actually working on the case (i.e., not CSM or initial support team), we find it extremely helpful (but unfortunately, doesn’t always happen).

We have used technical support for probably one or two instances but for nothing major as such. They were quite efficient.

Since it is on the cloud, the technical support required is pretty minimum for us. The technical support is provided by SAP and SAP Solutions it is generally okay. 

They don't need any technical people from their partners or the implementation company, due to the fact that it is provided by the product, which is the vendor who supplies the product.

Companies may need them near the beginning of the implementation, for setup purposes to discuss items with the client. However, once it's established, the need for technical support of any kind drops off.

There is still need for improvement in the technical support; it is not ideal.

I can't really evaluate SAP's technical support because there is so much bureaucracy in our support model. Support is not necessarily done in our country, and there is a really bureaucratic ticketing system behind it. We have national application specialists in every country. They are the guys who think about the right and proper text for the support tickets and how can a group in India or Stuttgart solve the problem. 

From another perspective, because I am also in a group of global specialists, I know that SuccessFactors or SAP does not necessarily react quickly to the issues of their customers, which is logical because they need to scale as well.

We haven't needed to use support yet. 

The customer support for this solution is good. When we submit a request to them, they provide a timeline for the work to be completed and always come back to us.

I give technical support 2.5/5. It takes too long to fix issues and the impact on our business is often underestimated by SF support.

I would give technical support a rating of 7/10.

I have not had any contact with technical support. We have our IT support desk who handles any issues by contacting SAP if there are any problems.

We have a separate team in our company who has contact with SAP.

Of course, the level of technical support depends on your support model and whether you are taking the support directly from SuccessFactors or from the partner. However, partners cannot impact the technical settings too much. My experience is that SuccessFactors has done a lot of enhancements to their support during the year.

A dedicated support team has the right expertise and has been able to resolve most of the issues on time. No major escalation in this aspect has been experienced so far.

Technical supports gets 4/5.

The technical support is good.

Technical support is 7/10.

SAP is doing well for support.

The solution's technical support is good.

One thing I love about SuccessFactors is the SAP Cloud support. They are free. It's not like other SAP products that are on-prem. They charge for an incident that we raise. With SuccessFactors, we get free support from SAP and they're available all the time. They will fix the ECU or any technical issues as soon as possibl.e

We are in constant coordination with SAP Philippines and the SuccessFactors team. We have been coordinating with them since the HCM time. They always provide assistance and support to us. I would rate them an eight out of ten.

I rate technical support as medium.

Technical support is very good for things that are not urgent. When urgent problems occur, they are not handled very well.

On a scale from 1-10: 7/10

Their technical support is good.