SAP SuccessFactors

Service scope

Software add-on or extension: Yes, but can also be used as a standalone service
What software services is the service an extension to: SAP ECC , SAP S/4 HANA, SAP Concur, SAP Fieldglass, SAP Qualtrics
Cloud deployment model: Public cloud
Service constraints: As a cloud-based solution you can configure it many ways to make it customer-specific, but cannot bespoke the core platform (i.e. change the underlying system code).
System requirements: SuccessFactors is hosted in SAP data centers based on region

Subscription based licensing applies

Minimum browser specifications (can be supplied)

MobileApplication - SmartDevices (Tablet/Phone) on IOS and Android

User support

Email or online ticketing support: Email or online ticketing
Support response times: Support Services are available through Edenhouse (8am - 6pm, Monday to Friday)

SAP SuccessFactors provide software support 24/7 through their global online customer portal. Response times/SLA's are dependant on priority of the call.
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: We provide support all SAP products for both technical and functional support. Our support model is time based with time called off in 30 minute increments against an agreed number of days with each day being 7.5 hours. All of our UK based support consultants are senior level with an average of 15 years’ experience across the teams and so we have one charging rate for all consultants as well as a management fee depending on the size and scale of the required model - such as if additional services are request like out of hours support or system monitoring. A named account director and named service delivery manager are assigned to all of our support accounts. Both these individuals perform roadmap planning, and monthly reviews with each of our customers whilst also ensure SLA compliance.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Support for the project includes comprehensive training through knowledge sharing with business process leaders. Additionally, clients of SuccessFactors have the advantage of accessing an online 'Customer Community'. This platform offers a variety of resources, ranging from instructional materials to forums and video content.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Data can be exported into external files through the use of reporting and integrated export tools.
End-of-contract process: SuccessFactors, as a SaaS-based service, ensures comprehensive technical support and system maintenance within their data centers. This encompasses regular upgrades (conducted quarterly), along with bug fixes and other maintenance tasks. For each client, an individualized exit strategy will be formulated, outlining specific steps and associated costs, which will be collaboratively discussed and agreed upon.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari

Opera
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: The latest Home Page design of the software, released in 2020, offers a uniform user experience across all devices, whether accessed via a mobile app or a web URL. This design ensures that users have full functionality of the solution, which displays seamlessly on any device. Aimed at enhancing user interaction, the interface simplifies navigation and provides efficient access to essential tasks and processes, optimizing the overall user experience
Service interface: No
User support accessibility: WCAG 2.1 AA or EN 301 549
API: Yes
What users can and can't do using the API: SAP SuccessFactors has many whitelisted OData / API's that clients can interact with. SAP control what is made available via standard CRUD based processing
API documentation: Yes
API documentation formats: PDF
API sandbox or test environment: No
Customisation available: Yes
Description of customisation: SuccessFactors can be customised within the boundaries of the available configuration options. This includes for example creating custom screens, forms, workflows, business rules etc.
All customisations are performed through front-end configuration steps - no coding or program language required.
It is not possible to re-code the core program language.

Scaling

Independence of resources: SAP engineers constantly supervise the data centers of SAP SuccessFactors, a cloud-based, multi-tenant solution, to maintain uninterrupted service operations. According to the contract, the availability of SuccessFactors systems is guaranteed to be 99.5% of the time.

Analytics

Service usage metrics: Yes
Metrics types: The SAP Enterprise Support Report (cloud edition) offers an easy-to-understand, all-encompassing summary of support-related data for each customer. This includes detailed information on incidents, contracts, adherence to licensing, system status, availability, utilization, completed maintenance tasks, and other relevant statistics.
Reporting types: Real-time dashboards

Regular reports

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: SAP SuccessFactors

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom

European Economic Area (EEA)
User control over data storage and processing locations: Yes
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least every 6 months
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: Reporting tools or standard export tools - depending on the data
Data export formats: CSV
Data import formats: CSV

Other
Other data import formats: OData

APIs

Data-in-transit protection

Data protection between buyer and supplier networks: Other
Other protection between networks: Every SAP Cloud system is set up to ensure secure communication that meets the protection needs of the transmitted data, utilizing a minimum of 128-bit symmetric encryption or 2,048-bit asymmetric encryption. Additionally, these systems employ robust and globally recognized encryption algorithms.
Data protection within supplier network: Other
Other protection within supplier network: SuccessFactors applications implement security strategies to safeguard data and operations:
Insider threat mitigation is achieved through encryption over a 128-bit or higher TLS connection.
The reliance on potentially vulnerable plug-ins is reduced by using browser-based administrative tools for tasks like password resets.
To combat "phishing" and "pharming" attacks, email encryption and regular virus scans are employed.
To prevent unauthorized access, users are required to log in each time the application is accessed, using either a one-way salted hash with up-to-date encryption or a customer-controlled Single Sign-On (SSO) system.
Comprehensive security best practices are enforced across all levels,

Availability and resilience

Guaranteed availability: The SuccessFactors platforms, as per the contract, guarantee a 99.5% availability to customers. SAP would handle any possible refunds individually, assessing each case on its own merits
Approach to resilience: Available on request to SAP SuccessFactors
Outage reporting: Designated customer contacts are notified of any data centre outages through emails. Additionally, customers have access to dashboards on service statistics and availability via the customer support portal

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Username or password

Other
Other user authentication: Single Sign-on (SSO)
Access restrictions in management interfaces and support channels: System access, whether it's for business users, support staff, or through interfaces, is strictly managed by the authorized administrator. This includes overseeing all activities within SuccessFactors, as well as maintaining and controlling login IDs and user permissions in the system.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Username or password

Audit information for users

Access to user activity audit information: Users have access to real-time audit information
How long user audit data is stored for: At least 12 months
Access to supplier activity audit information: Users have access to real-time audit information
How long supplier audit data is stored for: At least 12 months
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: EGAC
ISO/IEC 27001 accreditation date: 10/06/2023
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: ISO 140001

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: We have a defined business management system which encompasses the required management policies and controls governing both quality (as required by ISO 9001) and information security (as required by ISO 27001). This is assured by annual external audits to maintain the accreditation

Operational security

Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach: SuccessFactors solutions undergo quarterly updates and innovations, comprising a mix of optional features and essential corrections/features. These updates are rigorously tested by SuccessFactors before deployment to customer systems. Furthermore, updates are first implemented in a preview instance 30 days before their production release. This provides customers with the opportunity to conduct their own testing against business processes and pinpoint any potential issues ahead of their application to the active environment
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: At least four times annually, vulnerability scans are conducted to maintain compliance and meet the standards required for certification audits. SAP employs a reliable internal or external CERT advisory service to stay informed about new security threats. All security incidents are duly reported, followed by adherence to established escalation procedures. This approach to managing security incidents is in line with the principles of ISO/IEC 27035:2011. Security patches for infrastructure components like operating systems and hypervisors are implemented through the Security Patch Management process, while patches for application and database security are handled via the Cloud Maintenance process.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: SAP employs Security Information and Event Management (SIEM) systems for analyzing, reporting, and issuing alerts. It's mandatory for all essential systems and infrastructure elements within the SAP Cloud to log pertinent data, which is then retained for at least six months. This requirement is enforced through security configuration compliance checks and event monitoring. Continuous security monitoring, operating 24x7, oversees all activities. Any resulting warnings or alerts are managed through a ticketing system, and critical events are addressed in accordance with the incident management process
Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach: Every security incident at SAP undergoes a formal event reporting process, with escalation procedures that vary according to the incident's nature and extent. SAP's security incident management processes are designed to swiftly restore service operations, thereby minimizing negative effects on business functions and promptly addressing vulnerabilities. These incidents are consistently monitored and tracked, with ongoing communication through established channels until resolution. A breach, specifically, is defined as a verified security incident where sensitive, protected, personally identifiable information (PII), or confidential data is exposed, transmitted, copied, viewed, stolen, or utilized by someone or a group without authorization

Secure development

Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

As VE3, our G-Cloud service provision is deeply committed to fighting climate change, recognizing the urgent need for collective action to address environmental challenges. Here's how our services deliver against this social value theme:
1. Environmental Sustainability in Operations:
• We prioritize running efficient operations to reduce emissions and minimize environmental impacts. This includes implementing energy-efficient practices, optimizing resource usage, and adopting renewable energy sources wherever possible within our data centers and infrastructure.
2. Promoting Sustainable Practices:
• VE3 actively engages with our suppliers and clients to promote sustainable business practices. Through our services, we advocate for the adoption of environmentally friendly technologies, responsible sourcing, and waste reduction strategies, thereby reducing carbon footprints across the supply chain.
3. Responsible by Design Framework:
• Our G-Cloud services adhere to a 'Responsible by Design' framework, ensuring that environmental considerations are integrated into the development and deployment of digital solutions. By prioritizing environmental protection and minimizing negative impacts, we strive to deliver sustainable outcomes for our clients.
4. Training and Education:
• VE3 invests in training and education programs focused on environmental sustainability. Through initiatives like the Sustainability Quotient (SQ) training, we equip our teams with the knowledge and skills to adopt climate-smart behaviors and implement environmentally conscious practices in their work.
5. Community Engagement:
• We actively engage with communities to support environmental objectives and promote climate action. By partnering with local organizations and stakeholders, we contribute to initiatives aimed at addressing climate change, such as tree planting programs, clean energy projects, and environmental education campaigns.
6. Measuring and Reporting Impact:
• VE3 utilizes robust measurement and reporting mechanisms to track our environmental performance and identify opportunities for improvement. Through regular assessments and transparent reporting, we ensure accountability and demonstrate our commitment to reducing carbon emissions and mitigating climate risks.

Covid-19 recovery

Our G-Cloud service provision plays a crucial role in supporting the COVID-19 recovery effort by facilitating resilience, adaptation, and innovation in the face of unprecedented challenges.
1. Remote Work Enablement:
• VE3's digital solutions empower organizations to transition to remote work seamlessly. By providing secure and reliable cloud-based infrastructure, collaboration tools, and remote access solutions, we enable businesses to maintain productivity while ensuring the safety and well-being of their employees.
2. Business Continuity Planning:
• We assist organizations in developing and implementing robust business continuity plans to mitigate disruptions caused by the pandemic. Our services include data backup and recovery solutions, disaster recovery planning, and resilience testing to ensure operational continuity in the face of unforeseen events.
3. Digital Transformation Acceleration:
• VE3 accelerates digital transformation initiatives to help organizations adapt to the new normal. By modernizing legacy systems, implementing cloud-based technologies, and digitizing processes, we enable businesses to optimize efficiency, improve agility, and remain competitive in a rapidly evolving landscape.
4. Healthcare Support Solutions:
• We provide specialized healthcare support solutions to assist frontline workers and healthcare organizations in responding to the COVID-19 crisis. This includes telemedicine platforms, patient management systems, and data analytics tools to enhance patient care, streamline operations, and support decision-making processes.
5. Economic Stimulus through Innovation:
• VE3 fosters innovation and entrepreneurship to stimulate economic recovery in the aftermath of the pandemic. Through our G-Cloud services, we support startups, small businesses, and enterprises in developing and deploying innovative solutions that address emerging challenges, create new opportunities, and drive economic growth.

Tackling economic inequality

we recognize the importance of tackling economic inequality and are committed to leveraging our G-Cloud service provision to address this pressing social issue. Here's how our services contribute to tackling economic inequality:
1. Access to Affordable Technology:
• We strive to make cutting-edge technology accessible and affordable to all, regardless of economic status. By offering scalable and cost-effective cloud-based solutions, we enable organizations, including small and medium-sized enterprises (SMEs) and underserved communities, to access the tools and resources they need to compete in the digital economy.
2. Skills Development and Training:
• VE3 invests in skills development and training programs to empower individuals with the knowledge and expertise needed to thrive in the digital age. Through initiatives like online courses, certifications, and workshops, we equip people from diverse backgrounds with the skills required for high-demand roles in technology and innovation, thereby enhancing their employability and economic prospects.
3. Support for Minority-Owned Businesses:
• We actively support minority-owned businesses and entrepreneurs by providing access to mentorship, networking opportunities, and resources to help them grow and succeed. Through initiatives like supplier diversity programs and partnerships with minority business organizations, we promote inclusion and diversity in the technology sector and contribute to creating more equitable economic opportunities.
4. Digital Inclusion Initiatives:
• VE3 is committed to promoting digital inclusion and bridging the digital divide by ensuring that everyone has access to essential digital services and technologies. We collaborate with governments, nonprofits, and community organizations to implement initiatives such as digital literacy programs, affordable internet access schemes, and community technology centers, thereby empowering underserved populations and promoting economic equity.
5. Fair and Transparent Procurement Practices:
• We adhere to fair and transparent procurement practices to create opportunities for businesses of all sizes and backgrounds to participate in government contracts and procurement processes.

Equal opportunity

1. Diverse Workforce and Inclusive Culture:
• We promote diversity in recruitment, hiring, and talent development processes, and actively support initiatives that celebrate and embrace differences.
2. Equal Access to Opportunities:
• Through our G-Cloud services, we strive to create pathways for inclusive economic participation by providing access to training, resources, and support for entrepreneurship and career advancement.
3. Supplier Diversity and Inclusion:
• VE3 promotes supplier diversity and inclusion by actively seeking out and partnering with businesses owned by minorities, women, veterans, LGBTQ+ individuals, and other underrepresented groups. We believe in creating a diverse and inclusive supplier ecosystem that reflects the communities we serve and fosters economic empowerment for all.
4. Accessibility and Inclusive Design:
• Our G-Cloud services are designed with accessibility and inclusivity in mind, ensuring that everyone, including individuals with disabilities, has equal access to digital platforms, applications, and services. We adhere to accessibility standards and guidelines to remove barriers and create seamless user experiences for all users.
5. Education and Skill Development:
• VE3 invests in education and skill development initiatives to empower individuals with the knowledge and capabilities needed to succeed in the digital economy. Through partnerships with educational institutions, nonprofits, and community organizations, we provide access to training programs, scholarships, and mentorship opportunities that promote equal opportunity and career advancement.
6. Community Engagement and Outreach:
• We actively engage with communities to understand their unique needs and challenges and tailor our services to address them effectively. Through outreach initiatives, partnerships, and collaboration with local organizations, we strive to create inclusive solutions that empower individuals and promote equal opportunity for all.

Wellbeing

\ we prioritize the wellbeing of individuals and communities in all aspects of our G-Cloud service provision. Here's how our services contribute to enhancing wellbeing:
1. User-Centric Design:
• VE3 designs our G-Cloud services with a user-centric approach, prioritizing usability, accessibility, and intuitive design. By focusing on the needs and preferences of users, we create digital experiences that enhance overall wellbeing by reducing frustration, stress, and cognitive load.
2. Health and Safety Protocols:
• We implement robust health and safety protocols to protect the wellbeing of employees, clients, and partners. This includes adherence to strict security standards, data privacy regulations, and compliance with industry best practices to ensure the safety and integrity of our digital infrastructure and services.
3. Promotion of Work-Life Balance:
• VE3 recognizes the importance of work-life balance in maintaining overall wellbeing. Through our G-Cloud services, we enable remote work, flexible scheduling, and collaboration tools that empower individuals to achieve a healthy balance between their professional and personal lives, leading to greater job satisfaction and wellbeing.
4. Mental Health Support:
• We prioritize mental health support for our employees and clients by offering resources, programs, and initiatives aimed at promoting mental wellbeing. This includes access to counseling services, mindfulness training, stress management workshops, and employee assistance programs designed to support individuals in times of need.
5. Community Engagement and Social Impact:
• Through partnerships, philanthropic initiatives, and volunteer efforts, we support local organizations and projects focused on improving access to healthcare, education, housing, and other essential services that contribute to overall community wellbeing.
6. Environmental Sustainability:
• By prioritizing eco-friendly practices, resource conservation, and carbon reduction efforts in our operations and services, we contribute to creating a healthier and more sustainable environment for current and future generations.

Pricing

Price: £175 to £850 a unit
Discount for educational organisations: Yes
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

SAP SuccessFactors

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents