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VERITAS PRIME LLP

SAP SuccessFactors - Support Services

Veritas Prime delivers Application Managed Service (AMS) support to organisations.

AMS is the end-to-end HRIS System Management of SAP SuccessFactors.

Veritas Prime provides AMS through monthly subscription plans consisting of both Level 1 (BAU Support) and Level 2 (Configuration Support) hours or either independently.

Features

  • SAP SuccessFactors Level 1 BAU Support
  • SAP SuccessFactors Level 2 Configuration Support
  • Complete Management of SAP SuccessFactors
  • SAP SuccessFactors System Administration & Optimisation
  • Enhancements of existing functionality
  • System Uplifts and Re-designs
  • Implementation of new features
  • Reporting Enablement & Custom Reporting
  • SAP Release Management
  • Training & Guidance, Workbook Management and much more...

Benefits

  • Delivered through HelpMyCloud, Veritas Prime’s cloud-based support tool
  • Support of all SAP SuccessFactors Modules
  • Build a support model that aligns with changing business needs
  • Dedicated Customer Service Manager (CSM)
  • Access to qualified and expert consultants
  • Ensure ongoing improvement of your System
  • Bi-Annual SuccessFactors Release Support
  • Dedicated Customer Service Manager (CSM)
  • Flexible Support Subscription Packages
  • Increased Focus - remove the headache of managing SAP SuccessFactors

Pricing

£130 to £155 a unit an hour

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jas.rai@veritasprime.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

2 9 1 8 0 4 6 2 0 2 9 3 2 4 3

Contact

VERITAS PRIME LLP Jas Rai
Telephone: 07825355501
Email: jas.rai@veritasprime.com

Planning

Planning service
Yes
How the planning service works
As part of any Veritas Prime support model, our consultants always consider the implications of any changes or configuration on future implementation plans. As part of a Level 2 Configuration Support subscription, clients are provided a dedicated Customer Service Manager (CSM). One of the roles of the CSM is to hold a monthly service review meeting to review tickets, support progress, and roadmap enhancements and implementation plans.

All of our consultants are certified in it at least Employee Central and have on average, an additional 2-3 certifications in other modules. We have specialists in every module of SuccessFactors and we bring our wealth of SuccessFactors and HR experience to all of our support engagements. As part of our role as your partner for life, we advise and help you plan how to get the most out of your current system and implement new features and modules.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • SAP SuccessFactors
  • SAP SuccessFactors Payroll
  • SAP SuccessFactors HXM Solutions
  • SAP SuccessFactors HXM Suite
  • SAP Integrations

Training

Training service provided
Yes
How the training service works
Veritas Prime provides a variety of training services including both bespoke and standardised training.

Examples of common types of training and resources include:

● Admin Training & Workshops - these training sessions include a specific agenda with objectives and exercises. As part of the sessions, the trainer will teach a specific topic and then provide a hands-on exercise for the client team to complete. These sessions can be conducted virtually or in-person and can cover various topics such as reporting.

● Quick Reference Guides - we have extensive experience in creating quick reference guides for all consumers of content within firms. These can be created for a wide variety of audiences including end-users, HR Admins, etc. From our experience of implementing and supporting our global clients, we have a library of quick reference guides which we can tweak to meet a specific customers environment and SuccessFactors set-up

● Train the Trainer - the goal of this training is to prepare the client organization and educate the client resources on end-user functionality. We offer a wide range of training and change services tailored to client requirements.

● Much more...
Training is tied to specific services
Yes
Services the training service works with
  • SAP SuccessFactors
  • SAP SuccessFactors Payroll
  • SAP SuccessFactors HXM Solutions
  • SAP SuccessFactors HXM Suite
  • SAP Integrations

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
As part of our ongoing support offering, Veritas Prime is able to provide data migration activities. The Veritas Prime Data Migration approach is simple and leverages the widely used ETL methodology; Extract, Transform and Load. We support all clients in answering questions to support this process upfront with topics such as how much history do you need in the new cloud environment and how to deal with data for employees who have already left. Migrating to the Cloud is much the same to any other product with certain mandatory items required to ensure the new system functions correctly whilst not bringing over more “baggage” than is required. This helps to ensure a clean and efficient system to move forward with. Depending on the client's needs and internal capability we are able to support all aspects of data migration. We can also provide training and data templates to enable clients to perform data migration themselves.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • SAP SuccessFactors
  • SAP SuccessFactors HXM Solutions
  • SAP SuccessFactors HXM Suite

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We provide testing services for all aspects of SuccessFactors and for all types of changes, including release management. Our testing can be provided through a range of Unit testing, functional, and Quality Assurance services.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
As standard, Support is delivered through Veritas Prime’s cloud-based ticketing tool, HelpMyCloud. This allows customers to log, track, and manage support tickets and communicate directly with Veritas Prime consultants. If a client wishes to utilise their own ticketing system then Veritas Prime will be able to accommodate as we have extensive experience of working flexibly in this manner.

Service scope

Service constraints
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support is provided 9 am - 6 pm Monday to Friday. We have a critical hotline for all P1 issues and out of hours.

For Level 1 BAU Support, we work with our clients to establish Service Level Agreements (SLAs) that align with the client's support and business needs. We have extensive experience in tailoring SLAs for specific organisation requirements.

For Level 2 Configuration Support, ticket priority levels are mutually agreed between Veritas Prime and our customers. Definitions of our priority levels and a full SLA breakdown is available in our Service Definition document.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
Veritas Prime delivers flexible Application Managed Services (AMS) through HelpMyCloud. This includes Level 1 BAU and Level 2 Configuration support. These two levels of support can be purchased separately or combined to create an overall subscription plan that aligns with your business needs. Pricing packages can be found in our Pricing Document.

All AMS Support Subscription packages include a dedicated Customer Service Manager and Release Support Materials.

Veritas Prime also provides Implementation and Strategic Advisory Services. These services are listed separately on the Digital Marketplace

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
SOC2

Social Value

Social Value

Social Value

  • Covid-19 recovery
  • Wellbeing

Covid-19 recovery

The SAP SuccessFactors suite provides solution capability to allow organisations to better manage the impacts of Covid 19 such as flexible reporting, Vaccination Management, Health & well-being and much more.

For example, in response to COVID-19, Veritas Prime built a free extension to enable organisations to track and manage employee health globally. This was designed and built in partnership with our customers.

Wellbeing

At Veritas Prime we are dedicated to ensuring the well-being of our employees all year round. We are constantly working on evolving the ways we promote well-being in the workplace. More information can be provided on request.

Pricing

Price
£130 to £155 a unit an hour
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jas.rai@veritasprime.com. Tell them what format you need. It will help if you say what assistive technology you use.