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SAP SuccessFactors Support Simplified.

Get the support you need - when you need it. Our team is here to help you manage maintenance, release management and more through flexible support models.

  • High quality support & certified solution consultants
  • Trusted advisor approach, dedicated to ensuring your success
  • Easy cloud-based ticketing tool for a streamlined process & visibility

Schedule a Call to Discuss Support Plans


Over 64,000 cups of coffee have been consumed while maintaining our 99.9% satisfaction rate.
(Not to mention the countless tickets to SAP SuccessFactors avoided.)

SuccessFactors Support Expertise

Cross-Module Expertise

Our knowledgeable team members are cross-trained in various modules. They not only carry hands-on experience, but they also keep your entire process in mind to maximize integration.

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Complete Visibility Into Issue Resolution

Whether you contact us by email, phone, or our support portal, you will have complete visibility from start to finish of your issues status and how support hours are being managed.

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Flexible Support Options

We recognize one size does not fit all when it comes to support. Choose the model that matches your specific needs, budget, internal skillsets and overall business goals.

Meredith Wells

"It is so valuable to me to have this relationship with the people who work at AltaFlux and know that when I'm in a bind, I can reach out and get the assistance I need."

Tap into certified and cross-trained SAP SuccessFactors consultants who serve as an extension of your team and strive to become your trusted advisor to help you make the best decisions when it comes to your investment.

Expert On-Demand

Ad-hoc support (blocks of hours)

Priced Per Block
Certified support resources
Retainer based
Email, Portal & Phone
No defined SLA
Purchase ad-hoc support

Ideal for: Clients with 1-2 modules; getting started with a low level of urgency requests, or break/fix type issues.

CimpleXtend

Ad-hoc support + release management

Priced Annually
Dedicated & certified support resources
Fixed fees per annual term
Email, Portal & Phone
Defined SLA & Support Lead
Get an Annual Support Quote

Ideal for: Clients with 2+ modules; continuous support of quick fixes and release management.

Cloud Application Support

Managed Services

Priced Per Model
Dedicated & certified support resources
Fixed fees per hours/month
Email, Portal & Phone
Defined SLA & Support Lead
Get a Managed Services Quote

Ideal for: Clients with the full suite of SuccessFactors and defined scope of requirements.

Compare support plans

Expert On-Demand
CimpleXtend
Cloud Application Support
Payment Terms
Retainer
Retainer
Monthly
Length of Contract
Short Term
12 months
12 months (+)
Service Level Agreement (SLA)
Rollover Hours
Service Desk & Knowledge Base
Monthly Status Report
Innovation and Value Realizaton
Onboarding Resources
i

Introduction to AltaFlux Support Plan, the Client Engagement Executive (CEE), SAP Community resources and administrative
tools.

Governance and Collaboration with Product Team
i

Assist and help you access to SAP success resources to answer questions related to critical issues, coordination with SAP team on product issues, and review industry leading practices.

Release Management
i

Understanding of how new features align to your business goals; release review presented by the consultants and tailored to your specific business needs; additional support around product upgrades and retirement.

Annual Health Assessments
i

Deep dive of technical, application, and business
process optimization checks delivered remotely; recommendations for optimizing business processes and use of cloud solutions to run more efficiently.

Annual Instance Management
i

Assistance with refresh of test instances through self-service and/or co-ordination with SAP.

Issues & Tickets Scope
Design Change Considerations to Existing Processes
Dedicated Resources
Configure System Changes
Ticketing Research Environment
Test & Production
Test & Production
Dev, Test & Production
Event Based Support
Data Management
SuccessFactors Case Management
Training & Guidance
"How-to” Questions on Configuration or Admin Functionality
Requesting Information on New or Previously Unused Functionality
Admin and End-user Training
Supported Modules
People Profile / Platform
Employee Central
Performance and Goals
SAP JAM
Recruiting & Career Suite Builder
Onboarding
Learning
Compensation
Succession and Development
Reporting
WFA / People Analytics
Integrations
Purchase ad-hoc support
Get an Annual Support Quote
Get a Managed Services Quote

Frequently Asked Questions

Can I talk to a human?
Yes, we won’t make you log a ticket before you connect with an expert. Our team is available by phone, email or by our support portal.
How do I know when to leverage SAP SuccessFactors support and AltaFlux support?
We can help you determine which route to take based on your issue. Since you already have SAP SuccessFactors support, we typically recommend utilizing them for the less complex issues that are not time sensitive. Leverage AltaFlux for configuration issues, anything that is a “fire,” or if you just don’t feel like logging a ticket. This way, you’re not wasting your AltaFlux support hours on minor fixes. Of course, we are here for you, no matter the issue. We just want you to get the most out of your hours.
Does our team have to be technically proficient to communicate our issues?
Nope. That’s what we’re here for. Our consultants have the technical expertise, but we’re not robots (most of us). We won’t expect you to know every technical term. Simply describe your challenge as best as you can, and we’ll help you understand the issue in laymen terms. We’ll save the techno-speak for the water cooler.
Why do I have to purchase a minimum of 20 hours? Why isn’t the minimum lower?
We have found that most of our customers require this minimum number of hours to support one module ex: Performance and Goals. The potato chip company used to say, “no one can eat just one.” The same applies to support questions. You may have only one question today; we are helping you plan for tomorrow.
What can I use my support hours for?
Short answer: whatever you like. Depending on the number of hours you’ve purchased, our team will work with you based on your priorities and resolve your issues accordingly. We’ve seen customers use their hours on break/fix items, quarterly release updates, upgrades in functionality, etc.
Could I use my hours to implement a new module?
Sure. Most organizations prefer to scope a separate effort so that the entire implementation is defined. We encourage that approach so that there is agreement and common understanding.  Even if we scope an implementation, we will still let you apply any balance of hours to an implementation effort.
How do we pay for our support hours?
Once you select the package that fits your organization’s needs, simply click “Purchase to get resolution.” You will then be taken to our payment portal where you can enter your credit card information. Don’t worry, this process is safe. We use an app called Stripe to process payments. Once your payment is complete, you’ll receive an email with login information to log your first ticket.
What if we don’t use all our hours within the SOW timeframe?
Through our online support portal, you’ll always be aware of the number of hours you have remaining. However, as a courtesy, we’ll notify you that your SOW date is approaching and to remind you to use the hours. There are so many ways to use support hours. We can review your system and recommend improvements, review quarterly releases with you, discuss reporting improvements.  They will ultimately expire, but only if neglected and unloved.
What is an SLA?
An SLA is a service level agreement that dictates response and resolution times for your tickets. Each package has a pre-determined SLA (see packages above).
How fast can we get started once we sign up?
We typically can start within 24-48 hours.  Sometimes we can start the same day, but we like to keep it real and set reasonable expectations. It’s just how we roll.
In what increments are the hours billed?
We bill in 15 minute increments. If you have been wrestling with an issue for months and one of our consultants can resolve it in 53 minutes, we think they deserve a chance to check Facebook for pictures of kittens.
Can we request a specific consultant?
It’s easy to get attached to our consultants – they’re pretty great! We will certainly do our best to accommodate your request, but know that we assign tickets based on expertise and workload, so it’s not guaranteed that you’ll be working with the same consultant if you have several modules. Each consultant is certified in key areas and we strive to match you with the consultant that has the most expertise to resolve your issue(s).
What is the turn-around time for new tickets?
The turn-around time for new tickets depends on your SLA. Your support package will dictate the response and resolution times. Typically, we see that new tickets are resolved between 24-48 hours time frame, depending on the support plan you selected.

Ready for an awesome support experience?

If you're still on the fence, learn how AltaFlux supports Wilton Brands:

AltaFlux - Wilton Testimonial