G- CLOUD Services VII · 2. SAP SuccessFactors Research – SAP SuccessFactors Research is a team...

Service Definition

G- CLOUD

Services VII

www.successfactors.com

http://www.successfactors.com/

Service Definition:

G- CLOUD Services VII

Proprietary Information Sept 2015 Page | 2

TABLE OF CONTENTS

SAP STATEMENT OF CONFIDENTIALITY AND EXCEPTIONS .................................................................................. 4

COMPANY OVERVIEW ........................................................................................................................................ 5

SERVICES ......................................................................................................................................................... 7

PERFORMANCE AND GOAL MANAGEMENT ........................................................................................................................... 8 Performance Management ......................................................................................................................................... 8 SAP SuccessFactors Goal Management ...................................................................................................................... 8 COMPENSATION MANAGEMENT.......................................................................................................................................... 9 SUCCESSION MANAGEMENT & CAREER DEVELOPMENT & PLANNING ....................................................................................... 10 Career Development ................................................................................................................................................. 10 CORE HRIS (EMPLOYEE CENTRAL) ..................................................................................................................................... 12 LEARNING MANAGEMENT SYSTEM (LMS) ........................................................................................................................... 13 Extended Enterprise .................................................................................................................................................. 14 iContent .................................................................................................................................................................... 14 COLLABORATION & SOCIAL LEARNING (JAM) ...................................................................................................................... 15 Collaboration ............................................................................................................................................................ 15 Social Learning ......................................................................................................................................................... 15 RECRUITING EXECUTION .................................................................................................................................................. 16 Recruiting Management (Applicant Tracking System) ........................................................................................... 16 Recruiting Marketing ............................................................................................................................................... 18 WORKFORCE PLANNING .................................................................................................................................................. 19 WORKFORCE ANALYTICS .................................................................................................................................................. 19 SAP SUCCESSFACTORS BUNDLES ...................................................................................................................................... 20

INFORMATION ASSURANCE .............................................................................................................................21

DATA SECURITY.............................................................................................................................................22

DATA PRIVACY ...................................................................................................................................................22

AVAILABILITY & WARRANTY ........................................................................................................................23

PERFORMANCE ............................................................................................................................................23

DISASTER RECOVERY & DATA RESTORATION ...................................................................................................24

BACK-UP STRATEGY ....................................................................................................................................................... 24

MAINTENANCE WINDOWS SCHEDULED DOWNTIME .......................................................................................25

DESKTOP AND SYSTEM REQUIREMENTS ................................................................................................................... 25

ON-BOARDING AND OFF-BOARDING SCOPE.......................................................................................................25

SERVICE MIGRATION & DATA EXTRACTION/REMOVAL .......................................................................................26

ADMINISTRATION (CUSTOMER RESPONSIBILITIES)............................................................................................26

EASE OF USE ................................................................................................................................................................. 26 CONFIGURATION ........................................................................................................................................................... 27 LEVEL OF CUSTOMISATION PERMITTED ................................................................................................................................ 27 UPGRADES ................................................................................................................................................................... 28

Service Definition:



TRAINING ...........................................................................................................................................................32

TRAINING COURSES ....................................................................................................................................................... 32 Administration Training ............................................................................................................................................ 32 Reporting & Analytics Training ................................................................................................................................. 32 Train-the-Trainer ...................................................................................................................................................... 33 User Forums .............................................................................................................................................................. 33 LMS TRAINING ............................................................................................................................................................. 34 WORKING SMARTER WITH SAP SUCCESSFACTORS: ONLINE TRAINING .................................................................................... 35 NEW ADMINISTRATORS TRAINING PROGRAM ..................................................................................................................... 36

SUPPORT & SERVICE MANAGEMENT ................................................................................................................37

ONLINE HELP DESK/SUPPORT FEATURES ............................................................................................................................. 37 Resources .................................................................................................................................................................. 37 Support Levels ........................................................................................................................................................... 37 Customer Community Portal ..................................................................................................................................... 38 SUPPORT HOURS ............................................................................................................................................................ 38 PLATINUM SUPPORT ....................................................................................................................................................... 39 Annual Review .......................................................................................................................................................... 39 Configuration and Administration Units ................................................................................................................... 40 Configuration Units ...................................................................................................................................................................... 40 Administration Units.................................................................................................................................................................... 40 SUPPORT PROCEDURES .................................................................................................................................................... 41

PRICING .............................................................................................................................................................42

ORDERING AND INVOICING PROCESS ....................................................................................................42

FINANCIAL RECOMPENSES MODEL FOR NOT MEETING SERVICE LEVELS ...........................................................42

TERMINATION TERMS .......................................................................................................................................43

DETAILS OF ANY TRIAL SERVICE ................................................................................................................43

CONTACT US .....................................................................................................................................................44

Service Definition:



SAP STATEMENT OF CONFIDENTIALITY AND EXCEPTIONS

The contents of this document shall remain the confidential property of SAP and may not be communicated

to any other party without the prior written approval of SAP. This document must not be reproduced in whole

or in part. It must not be used other than for evaluation purposes only by you except with the prior written

consent of SAP and then only on condition that SAP’s and any other copyright notices are included in such

reproduction. No information as to the contents or subject matter of this proposal or any part shall be given or

communicated in any manner whatsoever to any third party without the prior written consent of SAP.

The furnishing of this document is subject to contract and shall not be construed as an offer or as constituting

a binding agreement on the part of SAP to enter into any relationship. SAP provides this document as

guidance only to estimate costs and time-scales of the predicted delivery project and as a guide to facilitate

discussions around licensing SAP software and the provision of services. This document cannot be attached

as an exhibit to contracts as it a working document. This will be subject to confirmation prior to any

contractual or delivery commitment by SAP.

This document may outline SAP’s general product / services direction and should not be relied on in making

a purchase decision. This document is not subject to your license or services agreement or any other

agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document,

provide any services or to develop or to release any functionality mentioned in this document. This document

and SAP's strategy and possible future developments are subject to change and may be changed by SAP at

any time for any reason without notice.

SAP confirms that to the best of its knowledge those who prepared this response have taken reasonable

care in preparing it and believe its contents to be true as at the date of this document. SAP cannot however

confirm matters outside of its control and accordingly cannot confirm the truth of all statements set out in this

document where those statements derive from facts and matters supplied by other persons to SAP. The

statements in this document are qualified accordingly.

Any software or services to be provided by SAP as proposed in this document shall be subject to the

standard terms and conditions of SAP for the provision of the relevant software and/or services. This

statement applies to all SAP documentation submitted as part of this proposal.

Service Definition:



Company Overview

SAP SuccessFactors is the global, SaaS delivery leader in business execution software. Our suite of on-

demand applications is relied upon by public sector and private sector organisations of all sizes around

the world to help deliver business results through achieving alignment of strategy, better execution and

optimisation of workforce performance.

SAP SuccessFactors began in 2001, with a bold and ambitious goal of revolutionising the way the world

works by increasing productivity by 50 percent. Today, our company is one of the fastest growing

organisations, and widely considered an innovation leader in Software as a Service (SaaS) solutions.

On February 16, 2012, SAP AG (NYSE: SAP) and SAP SuccessFactors, Inc. (NYSE: SFSF) announced

the successful completion of SAP AG's cash tender offer, commenced through its indirectly wholly-

owned subsidiary Saturn Expansion Corporation, for all issued and outstanding shares of common stock

of SAP SuccessFactors, Inc ("SAP SuccessFactors"). The tender offer was made pursuant to an Offer

to Purchase dated December 16, 2011 and in connection with an Agreement and Plan of Merger dated

as of December 3, 2011. SAP and SAP SuccessFactors first announced this transaction on December 3,

2011 when the two organisations entered into a definitive merger agreement, pursuant to which a

subsidiary of SAP would offer to acquire all outstanding shares of common stock of SAP

SuccessFactors, representing an enterprise value of approximately $3.4 billion.

The acquisition adds SAP SuccessFactors' widely respected team and technology to SAP's powerful

cloud assets, significantly accelerating SAP's momentum as a provider of cloud applications, platforms

and infrastructure. The combination of SAP and SAP SuccessFactors establishes an advanced end-to-

end offering of cloud and on-premise solutions for managing all relevant business processes. For more

details on this acquisition, please refer to: http://global.sap.com/corporate-en/news.epx?pressid=17902

Today, our company is headquartered in San Francisco, CA, with 24 global offices in North America,

Europe & the Middle East, Asia Pacific, and Latin America. We currently employ over 1,500 people

worldwide, all passionately focused on delighting customers through prompt and effective execution and

constant improvement driven by customer feedback.

We take pride in not only delivering world-class products, but also in leading the industry in innovation and

thought leadership. SAP SuccessFactors has led the industry in actual product innovation through a

blistering pace of development. Over the past ten years, SAP SuccessFactors has released over 120

new versions of the application. And due to the SAP SuccessFactors software-as-a-service architecture,

functionality from these new versions is seamlessly and immediately available to all customers around the

world at the same time – without any costly upgrades.

Always looking to the future and striving to improve, we take a 3-pronged approach to product innovation:

1. Industry Visionaries and Analysts – SAP SuccessFactors routinely works with talent management

industry visionaries and analysts to stay abreast of industry trends and to proactively enhance the

application to support trends in the marketplace.

http://global.sap.com/corporate-en/news.epx?pressid=17902

http://global.sap.com/corporate-en/news.epx?pressid=17902

Service Definition:



2. SAP SuccessFactors Research – SAP SuccessFactors Research is a team of industry experts

and PhD’s that are recognised leaders in the talent management marketplace. This Research

team has allowed SAP SuccessFactors to often set the direction for all talent management

vendors.

3. Customer Community – The SAP SuccessFactors Customer Community is a one-stop portal for

customers. One of the major features of the Customer Community is the ability for customers to

register for monthly interactive webinars with SAP SuccessFactors Product Management to

proactively impact product direction. Additionally, SAP SuccessFactors allows users to suggest

enhancements to the core product via the Idea Factory – and then other users in the Community

can “vote” on whether or not the enhancement should be included. Many of the best features of

SAP SuccessFactors originated as ideas from our customers on the Idea Factory.

Our relentless focus on innovation has been recognised by the industry analyst community. SAP

SuccessFactors is proud to have been recognised the leader in performance and talent management

by every major industry analyst over the past two years, including Gartner, Forrester, IDC, and Bersin

& Associates. Recently, we were placed at the top of the Gartner Magic Quadrant as a market leader

for integrated Talent Management Management Software. Please review the information below.

"Gartner defines leaders in this Magic

Quadrant as companies that had "strong

product functionality and, often, provide

superior customer experience. In addition,

these vendors have strong direct sales

and/or channel sales capabilities. Leading

vendors also have strong or emerging

multinational solutions (with corresponding

service and support).”

Simply stated, SAP SuccessFactors works every day to help organisations just like yours achieve tangible

and measurable results with Business Execution Software initiatives that use the latest research, the

smartest technology, and the most secure systems on the planet.

Number of customers: 4,500+

Number of end-users: 25 million+

Number of employees: 85,000 worldwide

Service Definition:



Services

• SAP SuccessFactors Performance Management & Goals Alignment • SAP SuccessFactors Compensation Management • SAP SuccessFactors Succession Management & Career Development & Planning • SAP SuccessFactors Core HRIS (Employee Central) • SAP SuccessFactors Learning Management System • SAP SuccessFactors Collaboration & Social Learning • SAP SuccessFactors Recruitment Execution

• SAP SuccessFactors Workforce Planning • SAP SuccessFactors Workforce Analytics

• SAP SuccessFactors Perform and Reward Bundle • SAP SuccessFactors Integrated Talent Management Bundle • SAP SuccessFactors Advanced Learning Bundle • SAP SuccessFactors Enterprise Package Bundle

The following service solutions are offered via GCLOUD;

SAP SuccessFactors’ leading integrated product suite provides the foundation to transform our

customers’ organisations and help unlock the true potential of the workforce. Delivered through a SaaS

model, our suite of on-demand applications is composed of distinct capabilities, all of which work

together as a fully integrated solution; however, the entire suite is highly scalable and modular, allowing

customers to add new modules when they’re ready – “on demand.”

Our solution can be both purchased and deployed, module by module or as a combined bundle of

modules. We have therefore defined separate services to support a modular or bundle approach.

Our pricing section also supports the modular and bundled approach; please refer to this area for suitable

pricing.

Service Definition:



Performance and Goal Management

Performance Management SAP SuccessFactors Performance Management turns paper-based performance review forms into an

efficient, online system that streamlines the review process and reduces the hassles often associated

with completing performance reviews. Our solution facilitates a meaningful, ongoing feedback loop

between managers and subordinates, turning the occasional performance review into an ongoing

dialogue focused on improving employee performance. Managers spend less time on administrative

tasks and more time coaching and giving valuable feedback, increasing employee morale and overall

productivity. Our solution helps organisations:

Identify High Performers – Provides executives and managers with real time actionable

insight into organisational performance.

Increase Completion Rates – An easy-to-use user interface promotes fast user adoption,

increasing performance review completion rates.

Develop Talent – Writing assistants and configurable routing turn performance reviews into a

valuable ongoing feedback loop between managers, subordinates, and peers.

Streamline the Process – Our fully online, automated solution improves efficiency and

decreases costs associated with cumbersome paper processes.

Improve Compliance - Audit trail of legally discoverable documents, evidence of an objective

review process, and our Legal Scan capability help ensure compliance with Sarbanes-Oxley

and other regulations.

SAP SuccessFactors Goal Management SAP SuccessFactors Goal Management automates the process of creating, cascading, monitoring and

assessing the progress of company-wide goal completion. With this automated process, management

has clear, real-time visibility of progress against high-level strategic goals.

More details on SAP SuccessFactors Performance and Goals.

http://www.successfactors.com/content/dam/successfactors/en_us/resources/brochures-product/performance-goals.pdf

Service Definition:



Compensation Management

SAP SuccessFactors Compensation Management streamlines the compensation process and helps

organisations execute strategies that motivate and reward employees based on their achievements,

ensuring a true pay-for-performance culture. Compensation Management decreases the administrative

burden associated with managing the compensation process while simultaneously reducing the number

of errors. Managers have all of the information they need within easy reach to make effective

compensation decisions. Our solution helps organisations achieve:

Pay for Performance Initiatives – Increase employee performance and engagement by easily

linking pay to performance in an objective and transparent process.

Streamlined Compensation – Configurable workflow, centralised information display and easy

access to key compensation metrics speed up the compensation cycle while reducing errors.

Compliance – Organisations can strike the right balance between giving managers discretion

over their compensation budget and ensuring adherence to important corporate compensation

policies.

Budget Optimisation – Managers can perform real-time “what-if” scenario analysis by allocating

higher merit increases to top performers and instantly seeing the budget impact.

More details on SAP SuccessFactors Compensation.

http://www.successfactors.com/content/dam/successfactors/en_us/resources/brochures-product/compensation.pdf

Service Definition:



Succession Management & Career Development & Planning

SAP SuccessFactors Succession Management gives your organisation the visibility it needs to identify

and anticipate the talent gaps in your organisation as well as provide the insight required to help you

bridge those gaps. With support for individual, role, and position succession models, SAP

SuccessFactors Succession Management will help you:

Know your Talent – Collect valuable information about your employees that provides insight

about their backgrounds, experience, expertise, performance, and career aspirations.

Identify Talent Gaps – Easily identify current and potential talent gaps in your organisational

structure. Assess the impact of loss to your business and gain visibility to your bench strength.

Broaden the Nomination Pool – Expand your talent search beyond your immediate sphere by

leveraging robust nomination capabilities and a company-wide talent search engine.

Promote the Right Talent – Identify the right candidates to fill leadership gaps quickly and

objectively using competency-based search capabilities and side-by-side comparisons of top

candidates.

Career Development SAP SuccessFactors Career Development and Planning enables organisations to improve the quality of

talent to address current and future strategic needs while providing employees the opportunity to identify

and develop the competencies necessary for future job growth. This ongoing process creates an

environment of career accountability at all levels, where employees can drive their career development

and managers better understand the goals, strengths and weaknesses of their teams. This solution

enables:

A collaborative process by which manager and employee can develop career development goals.

Identification of gaps between required and assessed skills, and suggests development activities

to close gaps.

Delivery of focused learning activities against predefined development goals.

Employee input into career direction and skills development, resulting in increased engagement

and retention.

Real-time visibility into the competency health of the overall organisation.

Service Definition:



In addition, The SAP SuccessFactors solution improves the effectiveness of learning and development

investments by:

Integrating development planning into competency-driven reviews and linking development

goals directly to specific competencies.

Managing development goals and learning activities in an ongoing, year-round development

plan to ensure employee development is always in line with strategic organisational

objectives.

Our Individual Development Plans (IDP) and competency assessments can be integrated with your

Performance Review process. This creates an opportunity to appraise employees in their current roles

and to initiate plans for future growth. Competency Gap analyses, IDPs, and Career Worksheets can all

feed off of employee performance data, which steers employees and managers towards targeted and

specific development paths. Employees and managers can continually monitor IDPs and development

goals to ensure that employees are on track for development and succession.

More details on SAP SuccessFactors Succession & Development.

http://www.successfactors.com/content/dam/successfactors/en_us/resources/brochures-product/succession-development.pdf

Service Definition:



Core HRIS (Employee Central) SAP SuccessFactors Employee Central provides comprehensive core HR functionality AND is built for

Business Execution. With Employee Central you can manage your employees’ HR information and

automate common HR processes with a graphical, easy to use solution. HR reports and auditing

capabilities help you meet regulatory compliance and answer your key HR related questions. With

Employee Central, you can capture more than the usual HR data, and allow employees to create rich

profiles that express their skills, interests and career aspirations. With collaboration and social networking

capabilities they will connect with peers, share knowledge and drive greater productivity.

One core global system-of-record. Effective-dated job, pay, and organisation data across geographies,

cost centres, legal entities, and employee types.

Integration with talent. Make informed talent decisions based upon a complete picture of your

employees that combines your core HR, talent and employee data in one location.

Powerful workforce analytics and planning. Integrate workforce data with financial data from

external systems. Use metrics to know what to measure, benchmarks to show how you’re

doing and identify gaps that thwart your business goals.

Collaboration. Put the wealth of employee talent, HR, and profile data to work by enabling

employees to connect and share knowledge driving real achievement of your business goals.

Usability. Inspired by everyday apps like LinkedIn and Amazon, Employee Central provides

simple and relevant user experience so everyone in your company, including managers,

executives, employees and HR will use it every single day.

Continuous innovation. Cloud-delivered continuous enhancements with no additional cost or

disruption to your organisation.

Integration. Seamless integration of Employee Central with all on-premise and cloud

applications including ERP, payroll, time and benefits solutions. The cloud-based integration

platform ensures rapid, scalable, and cost-effective integration.

SAP SuccessFactors Employee Central 2.0 provides a radically different approach to Core HR systems.

You’ll have access to up-to-date and historical employee information across your organisation, creating

an actionable foundation for everyone to execute better—every day.

More details on SAP SuccessFactors Employee Central.

http://www.successfactors.com/content/dam/successfactors/en_us/resources/brochures-product/employee-central.pdf

Service Definition:



Learning Management System (LMS)

SAP SuccessFactors Learning (formerly Plateau's LMS) is a core part of SAP SuccessFactors' Business

Execution (BizX) Suite, and it provides comprehensive learning solutions that uniquely combine formal

and informal practices. SAP SuccessFactors now delivers an unmatched set of formal, informal, social,

collaboration, mobile, content management and analytics capabilities in the cloud to help business

leaders advance the workforce by improving employee skills, ensuring compliance and aligning

organisational objectives.

SAP SuccessFactors Learning combines best-in-class LMS with:

Social Learning and Collaboration - SAP SuccessFactors Social Learning brings a Facebook-

and YouTube-like experience to corporate learning, making it easy for anyone in the

organisation to share their expertise, connect with communities, and quickly find the

information they need to get things done.

Content-as-a-Service - SAP SuccessFactors iContent uniquely provides content

distribution and management in the cloud as a service, taking the headache and hassle

out of managing digital learning assets, from online courseware to on-demand

presentations and video, and provide learners with reliable, high-quality on-demand

access to both off-the-shelf and custom content.

Authoritative Insight - Comprehensive reporting and analytics gives HR and learning leaders’

authoritative insight about the state of their talent and talent development initiatives.

Learning Management allows your organisation to deploy a comprehensive learning strategy that

includes instructor led training (ILT), eLearning, virtual learning, exams, certifications, and extended

learning. Learning management allows you to create courses and curriculum based on performance

goals, career and succession plans, organisational development and compliance objectives, or for

individual, personal development. Plus, it ensures you have records, reports and insight to meet

government and industry-specific regulatory compliance-critical for industries such as pharmaceutical/

biotechnology, financial services, government, and manufacturing.

Service Definition:



Extended Enterprise Extended Enterprise enables you to cost effectively share your training assets with your entire network-

citizens, partners, supplies, resellers, customers, contractors, volunteers, or association members to

ensure they are always in the loop, productive and happy.

iContent Most companies struggle with managing their content assets. By providing "Content-as-a-Service",

iContent removes the burden of online content management, reduces costs, increases training efficiency,

and greatly improves the user experience. By reducing the overhead and infrastructure administration,

organisations will realise substantial cost savings and ensure faster, more reliable content delivery. Much

more than content hosting, iContent provides bandwidth & delivery (via Akamai), management, security

and updates for all of your e-learning. By providing comprehensive content and distribution management,

iContent enables you to focus on what matters- the quality and effectiveness of the training you provide in

delivering business results.

More details on SAP SuccessFactors Learning.

http://www.successfactors.com/content/dam/successfactors/en_us/resources/brochures-product/learning.pdf

Service Definition:



Collaboration & Social Learning (JAM)

Collaboration SAP SuccessFactors Jam lets people easily share their expertise so others can find them and the

content they’ve created. In a couple clicks, you can record a “how-to” video or screen capture, share

documents, or post a new idea, question or suggestion. With the social discovery capabilities woven

throughout Jam, colleagues you’ve never met can find the content and connect with you. Jam

associates people, documents and comments so searching for information and experts is no longer a

frustrating experience

Social Learning Today's employees need to find answers quickly and easily. And, your subject matter experts may be in

any corner of the organisation, or the world. Quickly capturing and sharing insight is becoming mandatory

for organisations to remain competitive and innovative. With Social Learning, employees can instantly

capture and share information across social learning communities-anytime and anywhere. Social

Learning allows you to find and collaborate with subject matter experts immediately through video,

discussion forums, blogs, and more, to work more efficiently and effectively than ever before.

More details on SAP SuccessFactors Shift to Social Learning.

http://www.successfactors.com/content/dam/successfactors/en_us/resources/brochures-product/social-learning-brochure.pdf

Service Definition:



Recruiting Execution Recruitment Execution is made up of two elements, Recruiting Management (Applicant Tracing System and Recruiting Marketing).

Recruiting Management (Applicant Tracking System) SAP SuccessFactors Recruiting Management lets organisations quickly and effectively source the right

talent to ensure continued organisational alignment and high-performance. Some key solution

capabilities include:

Centralised Job Profiles with key competency requirements provide targeted profiles to quickly

create targeted requisitions.

Requisition workflow and tracking streamlines the approval process to drive recruiting

efficiency.

Candidate Search lets recruiters search through both external and internal candidate pools.

Full Job Posting capabilities automatically post jobs to internal, external and 3rd party job

boards.

Source Quality Chart plots the performance of hires against the recruiting cost of each hire

source to help maximise recruiting ROI.

Pre-screening Questions eliminate unqualified candidates early to focus on high quality

candidates.

Interview Question Library, an add-on content pack that provides over two thousands sample

interview questions.

Service Definition:



SAP SuccessFactors Recruiting Management is part of an integrated suite of modules that address

issues ranging from recruiting to performance, from compensation to succession, and everything in

between. Through this comprehensive approach to performance and talent management, the solution

helps organisations:

Ensure hires are quickly aligned with your organisational strategy.

Create targeted development plans to bridge any gaps identified during the hiring process.

Leverage internal compensation data and analytics to support internal hiring decisions.

Succession information allows organisations to understand who they need to retain, and who

needs to be hired.

More details on SAP SuccessFactors Recruitment.

http://www.successfactors.com/content/dam/successfactors/en_us/resources/brochures-product/recruiting.pdf

Service Definition:



Recruiting Marketing

Attract & Engage Better

You may be throwing away money on the wrong job advertising strategy. But, how do you know what

works? Social networks, job boards and corporate career sites are not enough to find the best talent

anymore. You need a personalised, interactive, multi-channel approach that gets your jobs in front of the

right candidates with the right message at the right time.

SAP SuccessFactors Recruiting Marketing gives you the tools you need to take control of the rapidly-

changing world of social networks, search engines and mobile devices. Every job opening becomes a

marketing campaign, so that it shows up just when, and where the right candidates are looking for it,

whether that’s on their mobile device, or their favorite social network. But, attracting the right candidates

is only the first step. Most candidates (as high as 90%) will not apply the first time they see an

opportunity. You need to capture their attention, create interest in your organisation and encourage them

to sign up for more information so that you can keep them engaged until the timing is right.

SAP SuccessFactors interactive solution SAP SuccessFactors recruiting enables you to initiate

relationships and maintain contact in a systematic fashion with sophisticated automation. This means less

work for recruiters with more return on investment. Jobs2web’s award winning Recruiting Dashboard™ is

how you know what’s working. Measure 100% of your career site visitors and applicant traffic. Finally,

you’ll have total visibility to the metrics you need, helping you maximise how you spend your recruiting

pounds and allow you to focus on the strategies that most effectively drive down your cost per hire.

More details on SAP SuccessFactors Recruiting Marketing.

http://www.successfactors.com/content/dam/successfactors/en_us/resources/brochures-product/recruiting-marketing.pdf

Service Definition:



Workforce Planning

With SAP SuccessFactors Workforce Planning organisations can conduct sophisticated workforce

analytics and modeling to create strategies today to insure their readiness for the future. This proven

solution has been used by organisations around the globe for almost thirty years to help them inform

business strategy and bridge the execution gap between strategy and results.

SAP SuccessFactors Workforce Planning helps:

Make Informed Decisions – formulate your strategy with greater confidence knowing your

forecasts are based on credible workforce data from across your business systems.

Mitigate Risks – identify the skills and competencies needed to meet your growth strategy, any

gaps produced by workforce projections and the associated risks.

Optimise Your Results - dynamically model different workforce scenarios and understand their

financial implications – in real time - with robust “what-if?” financial modelling.

More details on SAP SuccessFactors Workforce Planning.

Workforce Analytics

SAP SuccessFactors Workforce Analytics provides concrete and actionable insights on workforce data to

drive your business strategy today and help you plan for the future. This proven solution has been used

by organisations around the globe for almost thirty years to help them inform and execute their business

strategy.

SAP SuccessFactors Workforce Analytics helps organisations:

Hone business strategies - Identify the leading indicators of organisational effectiveness and

formulate action plans to achieve your corporate goals.

Improve workforce profitability - Create targeted initiatives based on empirical evidence, not “gut

feelings”.

Understand what’s happening in your workforce and why – Powerful, easy-to-use drag and drop

interface allows you to correlate multiple data streams (core HR / talent data with financial / CRM

/ survey data) and analyse across measures and dimensions – all in one location.

More details on SAP SuccessFactors Workforce Analytics.

http://www.successfactors.com/content/dam/successfactors/en_us/resources/brochures-product/workforce-planning.pdf

http://www.successfactors.com/content/dam/successfactors/en_us/resources/brochures-product/workforce-analytics.pdf

Service Definition:



SAP SuccessFactors Bundles

As stated previously, SAP SuccessFactors is flexible in how it can be both procured and deployed.

The solution is modular in design and thus modules can be procured independently, using the

Services described module by module.

However, many organisations look to take an integrated approach to Talent and HR generally,

choosing to procure multiple modules but then deploy them gradually over time.

Our solution fully supports this approach.

We have therefore defined the following bundles, which contain common modules required by our

existing clients:

Performance and Reward Bundle

This bundle contains the following modules:

Performance and Goal management.

Compensation.

These modules are detailed individually previously in this Service Definition. Please refer

to each section to review the capability that each module can deliver.

Integrated Talent Management Bundle


Performance.

Succession.

Learning.

Compensation.

Recruitment Execution.

Advanced Jam.



Service Definition:



Advanced Learning Management Bundle


Succession.

Learning.

Advanced Jam – Social Learning and Collaboration.



Enterprise Package Bundle


Recruiting Execution.

Onboarding.

Employee Central – Core HR.

Performance.

Succession.

Learning.

Compensation.

Workforce Analytics.

Workforce Planning.

Advanced JAM – Social Learning and Collaboration.



Information Assurance

Through our data centre partners, SAP SuccessFactors provides a world class IT architecture, with the

industry’s highest and most stable environment. Our data centres in Europe are SAS 70, BS7799 and

SSAE16 –SOC2 certified. SAP SuccessFactors has demonstrated on-going commitment to protecting

the confidentiality, integrity and availability of both customers and its own information from internal and

external threats, making us a reliable and secure system provider.

Service Definition:



Data Security

All of the SAP SuccessFactors services are run as a Public Cloud.

Public Cloud means Utility Computing that is available to individuals, public and private sector

organisations. Public Cloud is often non-geographically specific and can be accessed wherever there is

an Internet connection.

SAP SuccessFactors services are accredited generally to a similar standard to that previously defined as IL2.

As laid out in the G-Cloud principles, government should utilise the public cloud deployment model as a

default position, utilising private cloud only where essential criteria cannot be met by public cloud delivery

model offerings. For example: Information Assurance criteria might currently drive the use of government

accredited data centre services and infrastructure for sole use of the public sector where services are

processing/storing information at Impact Level 3 and above.

However, how as essential criteria are met is expected to evolve as the cloud market innovates and

matures, possibly reducing the need for private cloud delivery.

SAP SuccessFactors is well positioned to provide data security solutions that are simply too time

consuming and expensive to deploy within the framework of a single organisation, as providers of

behind-the-firewall solutions frequently attempt.

Data Privacy

SAP SuccessFactors complies with all applicable laws and regulations, such as EU Safe Harbour. Our

security (including data encryption and use of passwords) combined with our permissions-based

management functionality provide our users with total control over access to personal and sensitive data

(including data that European works councils may have the right to restrict or control access or use of)

and how that data is used. These sorts of privacy rights issues are fully addressable in the configuration

process (e.g., obtaining employee consent to the collection, transmission and processing of personal

information).

Compliance with Sarbanes-Oxley (SOX), GLBA, HIPAA, PCI, SB 1386 and similar laws is primarily the

responsibility of our customers. SAP SuccessFactors stores customer data, and we do not control who can

access that information on the customer’s end, which is what is important. SOX, HIPAA, etc, are

concerned with what the customer is doing with the data. SAP SuccessFactors does not access customer

data. What we provide is a secure online storage facility for employee data, along with a UI for retrieving

that data. Because we don’t ourselves disclose customer data, compliance with the various statutes cited

rests with the customer. Some statutes require that systems containing personal information be equipped

with “reasonable” or “adequate” safeguards and security measures to protect the privacy and security of

such data. SAP SuccessFactors employs measures that are more than adequate to satisfy such

standards, and no agency has ever suggested otherwise.

Note: Further information can be made available as and when requested.

Service Definition:



Availability & Warranty

SAP SuccessFactors contractually guarantees at least 99% system uptime, with the exception of during

regularly scheduled and emergency maintenance. We use a variety of monitoring services to monitor

and enhance application performance.

Performance

SAP SuccessFactors is a Software-as-a-Service (SaaS) application that is delivered 100% over the web.

As such, we leverage standard web browsers and the public internet to deliver the application. While

SAP SuccessFactors can control page generation times within our production infrastructure, we cannot

guarantee how long it will take to deliver those pages over the public internet and/or through internal

networks.

Based on repeated customer performance tests, SAP SuccessFactors end users typically see a response

time of 2-4 seconds for generation of average forms and pages. Most page actions (such as opening a

menu) do not require a server call and, as such, response time is typically less than 1 second. The SAP

SuccessFactors Adhoc Report Builder features a graphical meter bar to let users know that the application

is generating a report.

Service Definition:



Disaster Recovery & Data Restoration

Back-up Strategy Backup, failover and redundancy services are designed to offer cost-effective solutions to help increase

data availability and protect information from accidental loss or destruction.

• Backup encryption – All data stored on backup tapes is encrypted using 128-bit encryption.

• Backup and restore – the Data Centre runs full data backups weekly and incremental data backups

nightly.

• Customer CSV backup – Customers can export their data in CSV format manually or automatically,

and store it as they wish on their own geographically dispersed infrastructures.

• Geographical failover – SAP SuccessFactors offers geographical failover as an optional service.

• Complete Redundancy – Every component in the SAP SuccessFactors infrastructure is redundant.

There are at least two of each hardware component that processes the flow and storage of data.

• Network – SAP SuccessFactors utilises Cisco Systems network equipment, including firewall,

switches and intrusion detection. Each device in the network has a failover backup to ensure

maximum uptime.

• Load Balancing and Server Clustering – SAP SuccessFactors load-balances at every tier in the

infrastructure, from the network to the database servers. Application server clusters are enabled to

ensure that servers can fail without interrupting the user experience. Database servers are clustered

for failover utilising technologies from Oracle and Veritas.

SAP SuccessFactors' basic subscription services include backup and restore services with alternate site

backup replication. SAP SuccessFactors also offers customers additional options for disaster recovery,

including the ability to export their data to CSV format via the user interface or an automated FTP service,

and store that data in a location outside of SAP SuccessFactors.

If customers require geographical redundancy or have specific disaster recovery requirements, then for

an additional fee, SAP SuccessFactors will work with the customer to develop a custom Disaster

Recovery plan.

Service Definition:



Maintenance Windows Scheduled Downtime SAP SuccessFactors defines our Scheduled Downtime maintenance windows as being (1) midnight

(Friday- Saturday) to 7:00 a.m. Saturday; or (2) midnight (Saturday-Sunday) to 7:00 a.m. Sunday Time.

Standard maintenance is twice a month for a duration of 2 to 4 hours for new feature releases and

operational maintenance.

System notifications are posted in the application in advance of downtime to inform users of maintenance

periods. Users will see the notifications upon login. When the system is not available during the

maintenance there is a notification page displayed for the outage timing.

Desktop and System Requirements

For the latest detail on technical requirements, please refer to the online document below:

System Requirements and Technical Prerequisites for SAP SuccessFactors HCM Suite.

On-Boarding and Off-Boarding Scope

SAP SuccessFactors’s on-boarding process includes migration or import of customer’s existing data into

the on-demand solution.

For Off Boarding, there is no penalty for early termination of the contract, however, Off boarding costs will

be charged to cover costs. They will be equal to one year’s subscription fees or the subscription fees due

for the remainder of the term of the Call Off Agreement, whichever is the lower.

Off Boarding costs will also be scoped and charged for the export of data from the system.

Lead time from subscription to full implementation will depend on the complexity of the configuration. SAP

SuccessFactors does not guarantee a specific implementation target but closely works with a customer to

set expectations based on the scope and effort early in the project phase.

A typical configuration project takes eight to twelve weeks for our Talent Management Modules and about

six to nine months for our HRIS solution, Employee Central. Some configurations may take longer and

this is usually due to customers’ refining their business processes.

SAP SuccessFactors has a history of rapid, large-scale implementations, including one for a major

organisation where we successfully implemented their new workforce performance management

application in a record-setting, two weeks’ time.

http://help.sap.com/saphelpiis_cloud4hr/EN/SystemRequirements.pdf

Service Definition:



Service Migration & Data Extraction/Removal Customers own and retain all right, title and interest in and to the customer data and customer

confidential Information.

SAP SuccessFactors stores and maintains all customer data, and with the Customers permission, does

not purge data until 30 days after contract termination or expiration.

Towards the end of the agreement, assuming customer does not wish to renew the service; customer and

SAP SuccessFactors’s agree a statement of work for export of data per customer requirements. The data

is exported in industry standard formats for import (by the customer or its agent) into an alternative

solution.

There would be no charge for this service.

Administration (Customer Responsibilities)

Ease of Use

SAP SuccessFactors is an intuitive, Web 2.0 application that leverages many of the same ease of use

functions that users access today on common websites like Yahoo and Google. SAP SuccessFactors

doesn’t just offer a robust list of features, but also extreme ease of use. End users are impressed with our

system’s navigational ease, as well as tools such as our Writing Assistant, Coaching Advisor, and SMART

Goal Wizard. Employees who are familiar with internet browsing can be up and running with the SAP

SuccessFactors system in less than ten minutes.

With over 4,500 clients and 25 million users, SAP SuccessFactors’ UI standard development process is

aimed at optimising the consistency of the user experience, and to ensure ease of use and intuitiveness

of our application. As part of the implementation process, each client can customise its user interface

by incorporating its corporate logo and selecting from colour skins to match the look and feel of its

organisation’s portal(s). Various additional elements of the UI can be configured based on your business

objectives (e.g. Home Page, Company Information page, Forms, Help pages, etc.) While the UI is

standard for all of your users, access to data, reports, forms, functionality, etc. is based on the security

roles & permissions that have been assigned to each user.

Service Definition:



Configuration

The SAP SuccessFactors application is highly flexible and supports configuration for business processes

that are specific to different business units, departments, countries, etc. This is achieved through

configuration of form templates, workflows, route maps, reports, language options, currencies, security

roles & permissions, etc.

SAP SuccessFactors provides a highly configurable workflow engine for performance reviews and talent

management processes that can mirror any required routing process. Our easy to use Administration Tool

contains a Route Map function, which allows a customer's Administrator(s) to configure workflows and

forms. Our workflow engine allows an administrator to create sequential workflow functionality used across

various product modules. The workflow engine is used for setting rules for routing a document from one

stage to another and multiple workflows can be managed within the same module to match your business

needs.

Your System Administrator will be responsible for setting up, configuring, and managing the SAP

SuccessFactors application. Admin Tools, our system’s easy to use Administrative User interface, does

not require the costly customisations required of other applications. Source code does not need to be

changed, and no programming experience is required for clients to configure and maintain the SAP

SuccessFactors application. Some of the most commonly used functions under Admin Tools include:

Managing Users.

Managing Security.

Managing Documents.

Managing Competencies and Skills.

Managing Question Library.

Configuring System Properties.

Configuring Dashboards and Permissions.

Managing Reports and Permissions.

Managing Objectives.

Managing Development.

A typical administrator may not be accountable for all of these responsibilities. Often, a project manager

or subject matter expert can be assigned to learn and manage certain administrative functions. Once

each customer knows what its organisations needs/wants, and understands how to configure using our

tools, the customer can make most changes they would like.

Level of Customisation Permitted

Customers System Administrator will be responsible for setting up, configuring, and managing the SAP

SuccessFactors application. Admin Tools, our system’s easy to use Administrative User interface, does

not require the costly customisations required of other applications. Source code does not need to be

changed, and no programming experience is required for clients to configure and maintain the SAP

SuccessFactors application.

Service Definition:



Upgrades

Since 2001, SAP SuccessFactors has delivered over 130 product upgrades and enhancements, based on

our frequent and ongoing release cycle. Four releases occur throughout the year. 2015 releases will

happen in January, April, July, and October.

Customers will automatically receive these upgrades and enhancements when they are generally

released, for no additional cost. By default, almost all new system enhancements are turned off.

Customers have the choice of utilising new product enhancements, or leaving the instance of their

application as-is.

Service Definition:



Training

During your implementation, there are administration and reports trainings available to you as a customer

at no cost through our community webinars. Through SAP SuccessFactors University, we also offer a

host of custom training services for an additional fee targeting different user groups, including system

administrators, direct end users, HR partners, and business managers / executives. Please refer to the

“SAP SuccessFactors University” document, attached, for additional information on our training services.

More details on SAP SuccessFactors Training.

Training Courses

Administration Training SAP SuccessFactors offers an introductory training for those who will maintain and administer the SAP

SuccessFactors application post-implementation. This two-hour webinar provides an overview of the

most commonly used functions under the Admin Tools tab, such as:

Configuring the home page.

Working with user data.

Setting end-user permissions.

Setting up system notifications.

Managing forms and competencies.

Providing end-user support.

Reporting & Analytics Training SAP SuccessFactors offers an introductory training for those who will administer reporting functions for

their organisation, including training others to use the reporting functionality. This two-hour webinar

provides an overview of the most commonly used reporting functions, such as:

Dashboards, list view, spotlight views, and classic reports.

The analytics centre and spreadsheet reporting.

Setting up reporting permissions for various users.

Exporting and opening reports.

https://connect.successfactors.com/success-academy/Documents/learning_datasheet.pdf

Service Definition:



Train-the-Trainer Your Professional Services Consultant will partner with you to provide training for those who will train

end-users in the general functionality of SAP SuccessFactors. This training might be onsite or a

webinar. Based on your needs, the workshop might cover:

Access to and navigation of SAP SuccessFactors.

Creating and cascading goals.

Completing an appraisal.

Basic dashboard and reporting functionality.

How to get help.

Roll-out plans, such as facilities, equipment, test user database.

User Forums SAP SuccessFactors has actively built a strong customer community through regional and global user

forums, held throughout the year, including SuccessConnect, which is held multiple times per year.

SuccessConnect brings together thousands of SAP SuccessFactors customers, industry analysts,

alliance partners, thought leaders, and technology experts to explore how individuals, technology and

business strategy can combine to drive better people performance and business alignment and help

accelerate business execution--every day.

SAP SuccessFactors’ user forums provide an opportunity for customers to engage with their peers and

further their ability to most effectively implement SAP SuccessFactors technology throughout their

organisation.

Performance and talent management initiatives are dynamic and always evolving which make the

interaction with SAP SuccessFactors and peer groups important to the ongoing success of each

individual company.

SAP SuccessFactors is committed to maintaining an open dialogue with all of our customers and

encourages all regional customers to enjoy and leverage our User Forum opportunities. By providing

networking and educational venues and by continually making our internal resources as available as

possible, we ensure that SAP SuccessFactors’ customers receive the highest levels of service needed to

drive true business results within their organisations.

For details on SAP SuccessFactors user forums and customer events, including schedules and agendas,

please refer to: http://www.successfactors.com/events.

http://www.successfactors.com/events

Service Definition:



LMS Training

SAP SuccessFactors offers instructor-led and online training for the Learning Management Solution.

Administrator Training: Learning Management Core Topics

SAP SuccessFactors offers a 5-day course which covers the following SAP SuccessFactors Learning

Administration topics:

Introduction to SAP SuccessFactors Learning Administration (includes working with Talent

Profiles): Through lecture and activities, this course is designed to instruct participants on basic

concepts and terminology, navigation, and searching in SAP SuccessFactors Learning and is a

prerequisite for all other SAP SuccessFactors Learning courses. This introduction course covers

the following topics: Introduction to SAP SuccessFactors Learning; general access, navigation,

and search guidelines; Learning Needs Management model overview; SAP SuccessFactors

Learning terminology; user records; and talent profiles.

Learning Needs Management: Through lecture and hands-on computer lab work, this course

teaches participants how to develop a working knowledge of the Learning Needs Management

model to implement in their learning needs management strategy. Participants use system

functions to create and modify items and curricula, learning assignments, and record learning

events. Learning Needs Management covers the following topics: Items; curricula; period-based

curricula; learning assignments; and recording learning events.

Scheduling Management: Through lecture, activities, and computer lab work, this course helps

participants gain basic, hands-on experience using system functions contained within SAP

SuccessFactors Learning in order to schedule items, assign resources, and register users.

Scheduling Management covers the following topics: Scheduling overview; scheduled offerings;

segments; resources; registration; cancel scheduled offerings; record learning events; and copy

scheduled offerings.

Online Content Management: External content can communicate user data to SAP

SuccessFactors in a number of ways - AICC, SCORM, and SAP SuccessFactors Native Tracking.

This session explores each of these integration methods. Special attention is given to import

methods, common content integration issues, and troubleshooting techniques.

Online Exams with Question Editor: The goal of this session is to assist administrators and

course developers in creating and configuring exams using objectives and questions created in

Question Editor. Exams are used in conjunction with online items for the purpose of assignment

and completion.

Evaluations: Through discussion, demonstration, and hands-on computer lab work, this course

teaches participants the concepts and terminology associated with SAP SuccessFactors

Learning's training evaluation feature. Participants develop a working knowledge of this model

in order to implement their training evaluation program, gain basic skills in how to use SAP

SuccessFactors Learning to create and modify questionnaire surveys, associate surveys to

items, and report on survey results.

Service Definition:



Working Smarter with SAP SuccessFactors: Online Training From the convenience of your desk, you can now participate in intensive, hands-on workshops that are

designed to hone your skills and bring them to the next level. With SAP SuccessFactors' live online

"Working Smarter with SAP SuccessFactors", your participation is as easy as the click of a mouse!

Our expert instructors will provide in-depth training and answer your specific questions. In addition, you

will have a hands-on opportunity to test your newfound knowledge.

Each workshop is synchronous and facilitated. The workshops are conducted via WebEx and will utilise a

live training site for any hands-on activities. Workshop access information will be emailed to you upon

registration confirmation.

Service Definition:



New Administrators Training Program The New Administrators Training Program is designed to get your new admins up to speed fast! This

program includes:

Introduction to SAP SuccessFactors Learning Administration: Through lecture and activities,

this course is designed to instruct participants on basic concepts and terminology, navigation,

and searching in SAP SuccessFactors Learning and is a prerequisite for all other SAP

SuccessFactors Learning courses. This introduction course covers the following topics:

Introduction to SAP SuccessFactors; general access, navigation, and search guidelines; Learning

Needs Management model overview; SAP SuccessFactors Learning terminology; user records;

and talent profiles.

Learning Needs Management: Through lecture and hands-on computer lab work, this course

teaches participants how to develop a working knowledge of the Learning Needs Management

model to implement in their learning needs management strategy. Participants use system

functions to create and modify items and curricula, learning assignments, and record learning

events. Learning Needs Management covers the following topics: Items; curricula; period-based

curricula; learning assignments; and recording learning events.

Scheduling Management: Through lecture, activities, and computer lab work, this course helps

participants gain basic, hands-on experience using system functions contained within SAP

SuccessFactors Learning in order to schedule items, assign resources, and register users.

Scheduling Management covers the following topics: Scheduling overview; scheduled offerings;

segments; resources; registration; cancel scheduled offerings; record learning events; and copy

scheduled offerings.

Case Study Practice - A Day in the Life of a SAP SuccessFactors Learning Admin: This is a

chance to "put it all together" and apply what you learned. You will work independently to

configure items, curricula, scheduled offerings, learning assignments, etc. to meet the business

requirements for a realistic scenario. The instructor will be standing by to check your progress

and answer questions as needed. Take advantage of this opportunity to confirm your

understanding and practice your new admin skills.

Training Tracks

New Administrator Training for SAP SuccessFactors Learning version 6.3 and earlier New Administrator

Training for SAP SuccessFactors Learning version 6.4 only.

Who Should Attend?

All administrators on SAP SuccessFactors Learning.

Duration

28 hours: 7 days, 4 hours per day.

Service Definition:



Support & Service Management

Online Help Desk/Support Features

Resources

The following help resources and documentation are available to clients through the system.

User Online Help, tutorial videos, and job aids: Product usage information for employees and

managers.

Admin Resources Page and tutorial videos: Product usage information for product

administrators.

Release Notes: Highlights of the enhancements made in each product release.

Support Levels

The following levels of support are available.

Two support levels: Premium and Platinum.

Additional support options: Configuration and Administration Units.

Multi-Channel Support: Multiple channels and resources for getting support how you want it,

when you need it.

Service Definition:



Customer Community Portal In addition to our system tools, SAP SuccessFactors offers a “Customer Community” portal on its

website. The SAP SuccessFactors Customer Community brings together valuable resources to

further increase communication and help customers get the most out of their SAP SuccessFactors

investment. The Customer Community includes the following features for all members:

Knowledge Base: A repository for a diverse collection of informational resources available from

SAP SuccessFactors, such as support documentation, release notes, training information, FAQs,

marketing collateral and much more. The KnowledgeBase can either be browsed by topic or

searched with key words.

Discussion Forums: Message boards where customers can interact and share information with

each other, and with SAP SuccessFactors. Technical and non-technical SAP SuccessFactors

topics, Performance & Talent Management best practices, and other general HR topics are

discussed in the forums.

Case Management: A convenient link to Customer Success Case Management will be

accessible from the Customer Community. Case management allows customers to log support

cases online, and these cases are automatically entered into the support system and made

available for tracking through to successful resolution.

Upcoming Events: Events are posted to an online calendar where you can get a full view of

what is coming up, including training, webinars, trade shows, and demo days. Click on any event

in the calendar for full details including registration information where appropriate.

Enhanced communication: The Customer Community includes several ways to get in touch

with SAP SuccessFactors, including links to a Feedback forum, a “Contact Us” form, and ongoing

Community Surveys. Feedback is strongly encouraged so SAP SuccessFactors can continuously

improve the customer experience.

Powerful site-wide search: Search all content in the Customer Community, including forums

and posted documents, to access the most relevant information needed. Search results are

returned by topic and sorted by relevance for easy browsing.

Support tools: SAP SuccessFactors has developed innovative, self-service and real-time

support tools to assist clients with their customer support needs. Clients are provided:

Support Hours

Customer Success Hours of Operation (excluding holidays) is Monday- Friday 8:00 am - 6:00 pm Local

Time Zone.

24 X 7 X 365 support for Priority 1 and Priority 2 Issues.

Standard support is offered and comes as part of the annual subscription cost.

Advanced levels of support are offered, at additional charge, detailed below.

Service Definition:



Platinum Support

Platinum customers are assigned a shared Support Account Manager (SAM) who, by the nature of their

proactive, one-on-one relationship with only a few customers, has an in-depth understanding of your

critical human capital management initiatives, culture and business objectives.

Your assigned SAM will provide increased continuity and regular communication, helping to ensure the

most efficient delivery of customer support. As your SAP SuccessFactors partner, the SAM will work

closely with you throughout each event or process cycle. They will provide the shared guidance of the

collective Platinum Customer Success team to help you effectively plan ahead.

Your assigned SAM will provide increased continuity and regular communication, ensuring the most

efficient delivery of customer support. As your SAP SuccessFactors partner, they will work closely with

you throughout each event or process cycle. They will provide the shared guidance of the collective

Platinum Customer Success team to help you effectively plan ahead.

The SAM will provide:

Regularly scheduled review of open cases, important issues and top priorities.

Proactive reviews of pending issues and escalations.

Preparatory cycle planning meetings to provide advice and guidance.

Regular support reviews conducted by the Customer Success leadership team.

Customer Value and satisfaction feedback assessments.

One on one explanations of new product updates and how they specifically apply to your

products.

SAP SuccessFactors will also provide the services of a Technical Resolution group which will provide

technical responses and resolution when needed. Their expertise is aligned with all SAP SuccessFactors

product groups so client cases will be routed to team members who are the most knowledgeable about

the products they use. The team provides ongoing implementation and administration support, and

advisement on product capabilities as well.

Annual Review

Throughout the year, your accomplishments with SAP SuccessFactors products are being assessed.

This culminates in an annual support review, which provides insight into your company’s use of SAP

SuccessFactors products and gives our team an opportunity to suggest improvements by reviewing:

Business objectives, milestones and key concerns

System usage, end-user adoption and support case activity

Solutions to resolve roadblocks

Service Definition:



Configuration and Administration Units

SAP SuccessFactors has created a flexible and scalable support unit offering to meet any customer’s

needs. Configuration and Administration Units enable our team to help you with day-to-day or annual

tasks.

As part of your subscription, you receive a base number of Configuration Units and can purchase more as

needed. Platinum support customers have the option of purchasing Administration Units.

Configuration Units

As part of your annual subscription, a base number of Configuration Units (CUs) are provided free of

charge. CUs can be used to have certain minor tasks completed, like modifications and duplications of

field permissions or forms and templates for field labels, titles and more. Additional CUs can be

purchased as needed.

Administration Units

Administration Units (AUs) are available for Platinum support customers and can be purchased as

needed. AUs afford you the flexibility of having SAP SuccessFactors experts quickly perform tasks that

your administrators may not have time to do. AUs can be used for the following tasks:

General Administration - Tasks that involve end-users, document management and general

system related administrative action

Product Administration - Select activities and tasks associated with the administration of

your specific modules

End-User Management - Changes and modifications associated with end-user

administration and reporting rights, so your end-users have the security settings and

visibility to data fields that you want them to have

Workflow and Document Management - Management of or assistance with workflow

management of documents according to your requests and needs

Service Definition:



Support Procedures

During the Hosted Service configuration and up until “Go-Live”, Customer’s primary point of contact shall

be the SAP SuccessFactors professional services organisation or a SAP SuccessFactors implementation

partner, as applicable. After “Go-Live” of the Hosted Service, Customer’s primary point of contact shall

be SAP SuccessFactors’ Customer Success organisation. Notwithstanding the foregoing, Customer shall

be free to contact SAP SuccessFactors’ Customer Success organisation at any time after the Effective

Date for support services or to initiate CU and/or AU services.

SAP SuccessFactors will respond to submitted support cases as follows:

Priority Definition Response Level P1 Urgent: The Hosted Service on the

production system is not accessible or

operational.

Initial response within one (1) business hour of

case being submitted. The designated

Customer Contact will be updated twice daily

during business days regarding progress.

Actions to resolve will c ommence within one

(1) business hour.

P2 Important: (1) The Hosted Service on

the production system is operational but

experiencing a major functional loss that

impedes transactions from being

completed; or

(2) the development/test system is

not accessible or operational.

Initial response within two (2) business hours

of case being submitted. The designated

Customer Contact will be updated daily

during business days regarding progress.

Actions to resolve will commence within four

(4) business hours.

P3 Necessary: (1) The Hosted Service on the

production system is experiencing a

functional loss that does not significantly

impede transactions from being completed

but that affects performance or User quality;

or (2) the development/test system is

experiencing a major functional loss that

impedes transactions from being completed.

Initial response within four (4) business hours of

case being submitted. The designated

Customer Contact will be updated weekly

regarding progress. Actions to resolve will

commence within two (2) business days.

P4 Minor: (1) The Hosted Service has a

cosmetic or other minor error that does

not affect its performance or functionality;

or (2) Customer questions regarding use

of the Hosted Service.

Initial response within one (1) business day

of case being submitted. The designated

Customer Contact will be updated upon

request.

P5 Enhancement Request: Request for a

new feature that does not currently exist

in the Hosted Service.

Requests will be logged and evaluated in SAP

SuccessFactors' sole discretion for inclusion in

a future release. The designated Customer

Contact will be updated upon request.

Please refer to the SAP Cloud Customer Support, SAP Cloud Service Specifications and SAP Service

Level Agreement for additional information regarding the levels of Customer Support available.

http://www.sap.com/corporate-en/about/our-company/policies/cloud/cloud-customer-support.html

http://www.sap.com/corporate-en/about/our-company/policies/cloud/service-specifications.html

http://www.sap.com/corporate-en/about/our-company/policies/cloud/service-level-agreement.html

http://www.sap.com/corporate-en/about/our-company/policies/cloud/service-level-agreement.html

Service Definition:



Pricing

SAP SuccessFactors pricing for its services is based on a per user/ per annum subscription fee. See

separate Investment Summary detailing the investment required by Service based on the number of

users.

The subscription fee is fully inclusive of all software licenses, hardware needed in the SAP

SuccessFactors data centre, software upgrades, and software support. SAP SuccessFactors runs in the

user’s browser environment, so there is no need for any additional on-site equipment (i.e. no capex

required for the solution).

Implementation services are scoped and delivered according to individual customer requirements either

using SAP SuccessFactors consultants or in partnership with our strategic partners.

Ordering and Invoicing Process

This subscription license agreement includes the contractual terms for licensing SAP SuccessFactors

software for use in an on-demand environment.

SAP SuccessFactors will send invoices to the address nominated in each contract and contact provided

by the customer as per the payment terms and schedule defined in the order form.

Financial Recompenses Model for not Meeting Service Levels Any recompense model is covered by the standard terms and conditions.

Service Definition:



Termination Terms

The services shall be provided for the number of “users” for the time period for which the Customer has

subscribed for the services, as detailed in the order form.

The general terms and conditions or applicable order form sets out the instances in which the parties may

terminate the subscription services prior to the contracted subscription term (e.g. non remedied material

breaches).

Customer may request to increase the number of “users” during the subscription term.

At the end of the contracted subscription term, the agreement shall automatically renew (for a term

specified in the order form) unless either party has provided the other with 45 days prior written notice to

the contrary.

Details of Any Trial Service

We are able to offer access to a Sandbox environment, which will require configuration to reflect the needs of the particular client. Therefore some dialogue and setup time is required for this to become available.

Contact Us Headquarters SAP SuccessFactors Clockhouse Place Bedfont Road Feltham Middlesex TW14 8HD Phone number: 0870 608 4000 www.sap.com

http://www.sap.com/

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