What's the difference between a Primary and Secondary Support Contact Administrator?
Primary Administrators can see and update all cases that a company has raised. A Secondary Administrator can only see and update the cases they have personally raised.
How Primary and back-up contacts are we allowed?
- Standard Support, Premium Plus Support and Platinum Support allow for: Two (2) Primary Contacts; if customer has subscribed to multiple Product Bundles: two (2) Primary Contacts per Product Bundle.
- Customer will have one (1) back-up Customer Contact for each primary Customer Contact. At least one of Customer’s primary and back-up Customer Contacts shall be an Application Administrator. Application Administrators should have taken SAP’s Admin Training Course.
How many support contacts are we allowed to have actively submitting cases?
We do not support cases being logged by all your primary and backup administrators at the same time. For example if you subscribed to 2 bundles and had 4 Primary Contacts and 4 back-up admins, we would support ANY 4 of these 8 contacts, but no more than 4 contacts at any given time. If a primary contact returns, the back-up should transfer cases back to that person.
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