SAP Knowledge Base Article - Public

2287393 - Support Processes and Incident Handling Guidelines - SuccessFactors Cloud

Symptom

This KB article aims to provide more insight into support processes for SAP SuccessFactors support incidents. It will assist customers in understanding the logic behind some of the requests made, which may seem counter productive at first glance. It addresses the following:

  • Business Impact:
    • What is the business Impact?
    • What information should we provide in the business impact statement?
    • When is the business impact required?
    • What is a good example of a business impact?

  • Escalating incidents vs. changing incident priority:
    • What is the best way to speed up or escalate an incident?
    • Can I/should I change the priority of an incident?

  • Support incidents:
    • Why am I being asked to open several additional incidents for my issues? I just want all my issues to be resolved.
    • What do I need to provide to create the perfect support incident?

Environment

SAP SuccessFactors HXM Suite

Resolution

Business Impact

  • What is the Business Impact?

    • A Business Impact Statement is used as a tool to communicate the criticality of a customer’s incident across all levels of the Support organisation including Engineering, Operations and Management.
    • When the Engineering Team is prioritising tickets or the Mission Control Centre evaluating an escalation request, it is always the Business Impact Statement which is the focal point.
    • Therefore, it is imperative that it contain all the relevant information that allows us to understand the criticality better.
  • What information should we provide in the business impact statement?

    • System Availability: Is your system unavailable? 
    • Business Process: Does the issue affect a business process? 
    • How is the issue affecting the process? If you have a financial impact, how is this quantified?
    • Number of Key Staff Affected: Are there any key staff affected? How many? 
    • Impending Deadline: If there is an impending Deadline, please provide the date and explain why/how this is affecting the deadline. 
    • Security Issue: If you believe it is a Security issue, ensure you provide specific details about why and where the breach is.
    • Workaround: If a workaround was provided but it is not suitable, please advise why this is the case.

Note: Every organization is different, with unique product configurations, and as such, the impact per issue will be greater or less depending on the key factors above. The more detail provided, the better our understanding and the greater chance attention the incident will receive the proper attention.

  • When is the business impact required?
    • A business impact statement is required for each High and Very High incident.
    • This also applies to incidents for which the priority was raised.
  • What is a good example of a business impact?

“Our automated user import is not working. As a result, we cannot add the 500 new hires in our new location we added this week. This is delaying onboarding as all our training material is available via the application. We were advised to try running the import manually by downloading the file and importing it via admin tools but we were not able to do this because the files are encrypted. Until this is resolved we are losing $$ per day each employee that cannot be trained.”

  • A bad business impact for the same issue would be:

“Our automated import is not working since last week. Please fix it as soon as possible as it is urgent.”

    • Additional info:

      • KB article 2155240 provides central guidelines on how support incidents will be prioritized.
      • SAP Note 67739 - Priority of problem incidents

Escalating incidents vs. changing incident priority:

  • What is the best way to speed up or escalate an incident?

    • Typically, it is required to engage with our escalation teams in order to request the speed up of an incident. This can accomplished one of two ways:

      • If a CSM has been assigned to your account (as per your support contract), then you can ask your CSM to initiate an escalation depending on your needs.
      • If you do not have a CSM, you can call our hotline to request a speed-up or an escalation. You can find your country specific hotline number here: https://service.sap.com/call1sap
  • What about changing the priority of an incident?

    • You can change the priority of the incident if you feel it doesn’t correctly reflect the actual impact on your processes.
    • However, please keep in mind while changing incident priority may be justified, it is mandatory to provide a business impact statement for each High and Very High incident.
    • When raising the priority for an incident to High or Very High, you are required to provide a Business Impact statement.
    • For speed up requests or to request an update to the incident, please use the escalation/speed-up process defined above rather than raising the priority.

    • Additional information:

      • SAP Note 1281633 - Speed Up Processing of a Customer Incident
      • SAP Note 560499 - Customer Interaction Center: Hotline Numbers & E-mail Addresses
      • SAP Note 90835 - SAP Incident Escalation Procedure

Support incidents:

  • Why am I being asked to open several additional incidents for my issues? I just want all my issues to be resolved.

    • Due to the number of modules and features available for customers to use, our support teams each have their own area of expertise.
    • If one of our support Engineers is asking you to open another incident, it is because they may have the expertise to work on one or more of the highlighted problems, but not all of them.
    • By opening separate incidents, you are helping us support you better by having several teams or Engineers work in parallel on the problem.
    • Keeping only one incident open will only delay investigations, as incidents are only assigned to one resource at a time.

Keywords

SF, success factors, incident handling, multiples queries, , KBA , LOD-SF-PLT , Platform Foundational Capabilities , LOD-SF-INT , Integrations , LOD-SF-EC , Employee Central , LOD-SF-ANA , Analytics & Reporting (Ad Hoc, YouCalc, ORD) , LOD-SF-RCM , Recruiting Management , LOD-SF-OBD , Onboarding , LOD-SF-PM , Performance Management , LOD-SF-RPO , Recruiting Posting , LOD-SF-CAL , Calibration Module , LOD-SF-CDP , Career Development Planning , LOD-SF-CMP , Compensation Management , LOD-SF-FWK , Platform Framework , LOD-SF-GM , Goal Management , LOD-SF-JAM , SAP Jam , LOD-SF-WFA , Workforce Analytics & Planning , How To

Product

SAP SuccessFactors HXM Suite all versions