SAP Knowledge Base Article - Public

2274907 - Which Components to use for incidents related to 3rd Party Software Vendors?

Symptom

How to handle support request or incident for issues related to applications of 3rd Party Software Vendors such as Benefitfocus, Workforce Software, DocuSign?

Environment

 SAP SuccessFactors HCM Suite

Resolution

This document provides the guidelines for handling incidents related to applications of 3rd Party Software Vendors such as Benefitfocus, Workforce Software, DocuSign etc.

You could face two scenarios:

  1. Customer reports an issue with Integrations to these applications.
    1. First investigation will be performed by Successfactors side. Once the issue is identified to be with 3rd Party application, the incident should be forwarded to their respective components.   
  2. Customer reports an incident for issues related to these applications. 
    1. The issue is not related to Successfactors and hence the incident should be forwarded to one of the following support teams to be further analyzed by these Partners signed with SAP:
Name of the Partner

Component you

should forward incidents to     

DocuSign XX-PART-DSN
WorkForce Software               XX-PART-WFR 
Benefitfocus XX-PART-BFT
BSI  XX-PART-BSI

What are these Partner types?

Across SAP partner can refer to different types of partnerships. So the partners in question are software partners who create products that SAP either resells (VBRs or vendor branded resellers) or recommends to our customers (EBS or Endorsed Business Solutions). Additionally there are some embedded solutions in SAP software, which falls under the category of OEM, as well as some less common development agreements etc.

You can find more details on below wiki links:-

  1. Support Processes 
  2. Partner Component List
  3. Third-Party Software Solutions

See Also

2279338 - Solution details of Independent solution Vendors who provides support within BCP for their Applications

Keywords

DocuSign, WorkForce Software, BenefitFocus, BSI , KBA , LOD-SF-INT , Integrations , LOD-SF-EC , Employee Central , LOD-SF-PLT , Platform Foundational Capabilities , How To

Product

SAP SuccessFactors HXM Suite all versions