SAP Knowledge Base Article - Public

2115584 - Add/remove a user for outage, data center maintenance, downtime, or release information notifications - SuccessFactors

Symptom

  • How to be added or removed from email notifications for downtime, outages, data center maintenance, or release information
  • How to start or stop emails that come from sapcloudsupport@alerts.ondemand.com
  • Learning Upgrade email
  • Service Impact Notification
  • SuccessFactors quarterly newsletter
  • Not getting downtime notifications
  • SuccessFactors outage notifications
  • Not getting maintenance notifications
  • How to eliminate SuccessFactors emails
  • How to get removed from SuccessFactors emails
  • Not receiving the SuccessFactors customer notification emails
  • SuccessFactors Cloud Downtime and Maintenance Communications
  • How to sign up to receive SuccessFactors email notifications
  • Not receiving Data Center Maintenance notifications for SuccessFactors
  • SuccessFactors Cloud Downtime and Maintenance and Outage communications

Environment

Resolution

SuccessFactors has a variety of notifications used to announce timely and relevant information to customers. Please find details below about each type of communication.

SuccessFactors Downtime/Outage/Service Interruptions

Users must subscribe to notifications (or unsubscribe) by using the SAP Cloud System Notification Subscriptions (CSNS) application.

If you have subscribed as noted above and you are not getting notifications check the following:

  • Emails are sent from sapcloudsupport@alerts.ondemand.com 
  • Verify your email address is correct in the SAP ONE Support Launchpad User Profile
  • Search all incoming emails for sapcloudsupport@alerts.ondemand.com (including Spam filter)
  • If your company uses email Spam filters to manage inbound messages, contact your internal IT department to add this email address to the allow list: sapcloudsupport@alerts.ondemand.com. Add the following IP address ranges:
    • 213.61.69.122/32
    • 193.169.180.0/23
    • 91.229.178.0/23
    • 212.45.106.160/27
    • 91.241.72.0/22
  • For questions about the subscription process, report an incident for component XX-SER-SAPSMP-SUP (SAP Support Applications).

SuccessFactors Maintenance Notifications

  • See KBA 2871614 - SuccessFactors | Contractual Maintenance Notification Changes: must-know guide
  • For questions, report an incident for SuccessFactors Platform Services & Tools (LOD-SF-PLT).

Notifications for Support Communications (Outage communications, quarterly release emails)

  • To receive the support communications from SuccessFactors, a user must be an active Support Contact Administrator who manages cases and has access to the Cloud Support Portal.
  • Because of the importance of the release email, SuccessFactors also distributes the quarterly release email to qualified product administrators.
  • For assistance with these types of emails, report an incident for SuccessFactors Platform Services & Tools (LOD-SF-PLT).

Product Demonstrations (Invitations to product sales webinars/CustomerConnect monthly newsletter)

  • You may have filled out a form on the SuccessFactors.com website or were involved in the initial sales cycle.
  • Opt-Out Process: to unsubscribe from all corporate, non-support focused communications, please use the unsubscribe feature at the bottom of the email.
  • For assistance with these types of emails, report an incident for SuccessFactors Platform Services & Tools (LOD-SF-PLT).

SAP Sub-Processors Lists (SAP affiliate or third party involved by SAP to process data)

See Also

  • To view your company's Cloud Administrators for the SAP ONE Support Launchpad click HERE
  • SuccessFactors Cloud Administrators can refer to the References section of this article for information on adding new S-User IDs and authorizations.
  • A SuccessFactors installation number belongs to one customer number only. The S-User ID must be created under the same customer number that owns the SuccessFactors installation number. If a customer number is part of a Corporate Group (CCC) in Launchpad, the S-User ID will only get notifications if their S-User ID belongs to the same customer number that owns the SuccessFactors installation number. For example: 
    • S-User ID belongs to Customer A and has Display Cloud Data for SuccessFactors installations owned by Customer A and Customer B in the CCC Group. Even though they can log support incidents for both customers A and B, they will only receive email notifications for Customer A because the User ID belongs to Customer A. If they need e-mail notifications for both customers A and B, they will need another S-User ID created under Customer B with at minimum Display Cloud Data authorization for SuccessFactors installation(s) owned by Customer B. The user does not have to use the additional S-User ID, but it will allow them to get the e-mail notifications.
  • KBA 2917229 - Cannot turn on cloud notifications in CSNS for users in a CCC - SAP ONE Support Launchpad

Keywords

SF, SFSF, success factors, DC, data centre, e-mail, down time, update, installationen und notifications, probleme bei Versand oder Erhalt von SuccessFactors installation downtimes, keine Email benachrichtigunge , KBA , admincompass , sf emails , down time , cloud notifications , XX-SER-SAPSMP-CAC , Cloud Availability Center , LOD-SF-LMS , Learning Management System , LOD-SF-PLT , Platform Foundational Capabilities , XX-SER-SAPSMP-SUP , Support Applications , XX-SER-SAPSMP-USR , User Administration , LOD-SF-LMS-PER , Application Latency/ Performance Issues , LOD-SF-PLT-NOT , Email Notifications , How To

Product

SAP SuccessFactors HXM Suite all versions