SAP Knowledge Base Article - Public

2116755 - Welcome to Afaria - Platform Services & Tools

Symptom

  • As a Support Contact Administrator, or key user, you have an integral role at your company. Because you'll be instrumental in key activities like activating upgrades and troubleshooting issues, it's important that we clearly explain the support processes that enable you to get the most out of your investment in Afaria.

Environment

  • Platform Services & Tools

Resolution

 

Support Portal

  • Whether you are searching for answers in our knowledge base, using live-chat, submitting a case by phone or via the Cloud Support Portal, we will cover how you can leverage Support to get the help you need.
     

 

Logging In

  • After following the password activation wizard sent with your Support Portal credentials, please: 

1.) Navigate to www.support.successfactors.com
2.) Log in with your Support Contact Administrator credentials (John Smith = johnsmith)

  • Note: You will automatically receive your credentials only after your company is transitioned from Professional Services.
     

Submitting a Case

  • Regardless of how you initially contact Support, either via phone or the portal, a support case will be generated. When submitting a case through our Customer Support Portal, you should be familiar with what the different fields like Priority, Product, Category, and Attachments mean to you. 

    support_portal.jpg

 

a.) Product - You should only have the products that you have purchased as available selections.

b.) Priority - By determining the business criticality (Priority 1 to Priority 4 scale) of your case, we can prioritize resources accordingly. Please find the different priority levels and their associated response times linked below.

c.) Category - Let us know whether your case is a change request, general question etc.

d.) Attachments - We highly recommend submitting supporting visual clarification upon submitting a case. 

 

 

  • View Standard Support Phone Number >> 
     
    Connect with our support staff using the method that works best for you, whether by phone or by submitting a case via the portal.
     
    In order to dial OneCloud, you must use the correct prefix, noted in the table below, to connect with Customer Success.
     
    If your phone does not have international dialing enabled, or your carrier does not allow UIFN dialingplease dial 855 666 3256.
     

Customer Country

Support Language

Prefix

Support Number
(Prefix & OneCloud)*

  United States (Intl. call not enabled) 

English

n/a

855 666 3256

  United States (Intl. call; enabled)

English

011

011 800 663 25683

  China

Chinese (Mandarin)

021

021 610 85808​

  Germany

German

00

00 800 663 25683

  France

French

00

00 800 663 25683

  Brazil

Portuguese

0021

00 21 800 663 25683

  United Kingdom (U.K.)

English

00

00 800 663 25683

  Argentina

Spanish

00

00 800 663 25683

  Chile

Spanish

n/a

1230 0204272

  Spain

Spanish

00

00 800 663 25683

  Australia

English

0011

n/a

0011 800 663 25683

1800 195 124 (local no.)

  Luxembourg

German

00

00 800 663 25683

  Austria

German

00

00 800 663 25683

  Switzerland

German/French/English depending on the region

00

00 800 663 25683

  Belgium

English

00

00 800 663 25683

  Bulgaria

English

00

00 800 663 25683

  Denmark

English

00

00 800 663 25683

  Estonia

English

00

00 800 663 25683

  Finland

English

00

00 800 663 25683

  Greece

English

00

00 800 663 25683

  Hong Kong

English

001

001 800 663 25683

  India (local free-phone)

English

n/a

000 800 100 8611

  Ireland

English

00

00 800 663 25683

  Israel

English

014

014 800 663 25683

  Italy

English

00

00 800 663 25683

  Japan

Japanese

010

010 800 663 25683

  Canada

English

011

011 800 663 25683

  South Korea

English

001

001 800 663 25683

  Croatia

English

00

00 800 663 25683

  Estonia

English

00

00 800 663 25683

  Latvia

English

00

00 800 663 25683

  Malaysia

English

00

00 800 663 25683

  Malta

English

00

00 800 663 25683

  Macedonia

English

00

00 800 663 25683

  Mexico

Spanish

n/a

01800 123 3259

  New Zealand

English

00

n/a

00 800 663 25683

0800 456 161 (local no.)

  Netherlands

English

00

00 800 663 25683

  Norway

English

00

00 800 663 25683

  Philippines

English

00

00 800 663 25683

  Poland

English

00

00 800 663 25683

  Portugal

Portuguese

00

00 800 663 25683

  Russia

English

See next column

8-tone-10 International number:
8.10.44 20 3456-6789
or 
8-tone-OC International number
8.58.44 20 3456-6789

  Sweden

English

00

00 800 663 25683

  Singapore

English

001

001 800 663 25683

  Slovakia

English

00

00 800 663 25683

  Slovenia

English

00

00 800 663 25683

  South Africa

English

09

09 800 663 25683

  Taiwan

English

00

00 800 663 25683

  Thailand

English

001

001 800 663 25683

  Czech Republic

English

00

00 800 663 25683

  Hungary

English

00

00 800 663 25683

  Belarus

English

8

8 800 663 25683

  Cyprus

English

00

00 800 663 25683

Worldwide (chargeable)

Depending on origin of call

1

1 855 666 3256

 


English will continue to be the default phone support language for all countries not listed above. 

Not working?

If your company’s service is not enabled for international calls, or if your company's country of origin is not listed above, please use the numbers listed in the top two rows of the above table.

 *Steps to Using the OneCloud Phone Number

1.) Per international direct dialing standards, you will need to use the correct prefix for your country. 

2.) Upon dialing the correct Support number, SuccessFactors customers should select ‘2’ when prompted in the initial menu.

3.) If you are calling from one of the countries listed above, assuming you used the correct prefix, you will be connected to Support in the associated default language.

If your phone does not have international dialing enabled, 
or your carrier does not allow UIFN dialingplease dial 855 666 3256.

If you wish to change from the default language, you can press ‘9’ to hear additional language options. Please note that, while a customer calling from the United States can in theory speak to someone in French, by pressing ‘9’ and selecting French, this action would only be supported during normal French business operating hours. 
 

 


 

General Feedback on Customer Support

We invite you to provide us with feedback and support ideas.  Please visit the Support Improvements Forum within the Community to get involved.  Use this channel only for general feedback and ideas. For comments on specific product issues or open cases, please submit all comments within a support case.

 

 

 

Using the Knowledge Base

  • The Cloud Support Portal’s knowledge base is a collection of helpful articles to help you optimize and troubleshoot your application. The knowledge base should be a first stop in your problem-resolution process.

Keywords

KBA , LOD-SF-PLT , Foundational Capabilities & Tools , How To

Product

SAP SuccessFactors HCM Core all versions