SAP Knowledge Base Article - Preview

2155240 - Assessing Incident Priority for SAP SuccessFactors

Symptom

  • How to judge the correct priority for Cloud HXM Support Cases.
  • 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 outlines the principles which should be used when determining Incident Priority.
  • For further information on Incident Priority definitions, refer to: http://www.sap.com/corporate-en/about/our-company/policies/cloud/cloud-customer-support.html 
  • To change an incident priority, see KBA 1522544


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Environment

  • SAP SuccessFactors HXM Suite
  • SAP SuccessFactors Employee Central 
  • SAP SuccessFactors Compensation
  • SAP SuccessFactors Learning
  • SAP SuccessFactors Mobile 
  • SAP SuccessFactors Onboarding
  • SAP SuccessFactors Performance & Goals 
  • SAP SuccessFactors Recruiting
  • SAP SuccessFactors Succession & Development
  • SAP SuccessFactors Workforce Analytics

Product

SAP SuccessFactors Compensation all versions ; SAP SuccessFactors Employee Central 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

sf, success factors, customer priority, issue, determine, importance , KBA , calibration , LOD-SF-PLT , Platform Foundational Capabilities , How To

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