Managed Support Services

We give you the freedom to choose what works for your business!

Much like our Consulting and Implementation services, our Managed Support services includes implementation and support, but offered as a flexible subscription service.

Managed Support

Allow HR Focal Point to manage your SAP SuccessFactors and SAP HCM environments.

Our managed support services grant your business all of the perks without all the stress of in-house maintenance. And the best news is, our services are designed to address repetitive administrative tasks, so you can focus on strategic HR goals and initiatives.

  • Managed Support Service Offerings

  • Support OVERVIEW

  • FAQ

 

Let us work for you!

Managed Support Service Offerings

We focus on long-term customer relationships & commitments.

Our goal is to deliver quality service and support that you can count on.

Managed Support Service Offerings

Services Include:

  • SAP SuccessFactors Partner Managed Cloud

  • Application Management

  • SAP NS2 Secure Cloud Support

  • Cloud-Based Payroll Services

  • Business Process Outsourcing

  • SAP licensing for SuccessFactors

  • Enhancements

  • Implementation

  • Full Scale Support

  • Live System Assessment

  • Integrations

  • Mobile Access

As your managed support partner, we will help you find the right balance between your internal knowledge & expertise and reliance on our managed support services.

We will provide insight on how to best leverage standard SAP-delivered functionality, educate you on mandatory updates and provide release support and recommendations on optional product enhancements.

Our white-glove approach enables us to work on your behalf with SAP, address enhancement requests, design long-term solutions, and support both your cyclic business processes and activities.

SupporT OVERVIEW

Let our resources be your support system.

We got you covered seven days a week!

Support

HR Focal Point’s Managed Support Model:

Recurring tasks are detailed in a personalized responsibility assignment matrix created by HR Focal Point and signed off by each customer.

Non-recurring tasks and other support needs are submitted using our ticketing system. Tickets can be generated via phone, email, or directly into the HR Focal Point ticketing web portal.

  • Easy to use and web based,  our ticketing system is available 24/7, so submitting after-hours support requests or checking the status of existing requests never needs to wait.

  • Our support team addresses tickets according to a customer response level matrix (P1 /Urgent, P2/High, P3/Normal, P4/Low) in order to ensure each ticket issue is addressed and resolved in a timely manner.

 
 

HR Focal Point utilizes the Zendesk Support application to track all support requests for our consulting and managed support services. 

Courtesy of © Zendesk

FAQ

  • We support the complete SAP SuccessFactors HCM suite of products, encompassing full end-to-end functional and technical requirements. We also support the full on-premise SAP HCM Suite.

  • Our expert consultants will implement a unique set of systems based on your business requirements while always keeping long term satisfaction in the forefront.  Our proprietary implementation and system management tools will help accelerate the overall implementation life cycle while ensuring the highest quality.

  • Yes! HR Focal Point has the ability to deliver using the SAP Partner Managed Cloud Model. This unique model allows us to provide the software subscription, managed support, and cyclic business process execution in a single package. We also provide business process outsourcing services to SAP direct-licensed customers.

  • Of course. We design our services to meet your business needs and allow your team to spend less time on repetitive and administrative tasks. We work closely with you to assess and define which processes you want to keep in-house and which are appropriate for HR Focal Point to manage.

  • This unique model allows us to provide the software subscription, managed support, and cyclic business process execution in a single package. SAP hosts all SuccessFactors technical systems while HR Focal Point manages all of the back-end administrative activities as well as customer-facing interactions and support services.

  • Our offering is similar to a BPO, except we work with you to define the processes we take responsibility for and which ones you would like to keep in-house. Our support model is 100% US-based and we do not outsource or subcontract to offshore resources.