SAP Knowledge Base Article - Preview

2155240 - Assess Incident Priority - SuccessFactors

Symptom

Judging the right prioritiy for Cloud HCM Support Incidents.

In order to ensure healthy service levels for all our customers, priority of incidents reported will be judged based on the business impact of the issue. This KBA article outlines the principles which should be used for determining the Incident Priority.

For further information on Incident Priority definitions, you may refer the following link : http://www.sap.com/corporate-en/about/our-company/policies/cloud/cloud-customer-support.html 
To change an incident priority see KBA 1522544  - How to change the priority of a support incident - SAP ONE Support Launchpad


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Environment

  • SuccessFactors Compensation
  • SuccessFactors Employee Central 
  • SuccessFactors HCM Core 
  • SuccessFactors HCM Suite 
  • SuccessFactors Learning Mangement System (LMS)
  • SuccessFactors Mobile 
  • SuccessFactors Onboarding
  • SuccessFactors Performance & Goals 
  • SuccessFactors Recruiting Posting (Multiposting)
  • SuccessFactors Succession & Development
  • SuccessFactors Workforce Analytics
  • SuccessFactors platform

Product

SAP SuccessFactors Compensation all versions ; SAP SuccessFactors Employee Central all versions ; SAP SuccessFactors HXM Core all versions ; SAP SuccessFactors HXM Suite all versions ; SAP SuccessFactors Learning all versions ; SAP SuccessFactors Mobile all versions ; SAP SuccessFactors Onboarding all versions ; SAP SuccessFactors Performance & Goals all versions ; SAP SuccessFactors Recruiting Posting all versions ; SAP SuccessFactors Succession & Development all versions ; SAP SuccessFactors Workforce Analytics all versions ; SAP SuccessFactors platform all versions

Keywords

  • Incidents
  • Incident Priority
  • Definitions
  • Accessing Customer Priority
  • Access Incident Priority
, KBA , lod-sf-cal , calibration , LOD-SF-PLT , Platform Foundational Capabilities , How To

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