EX3 PARTNER LLP

SAP SuccessFactors

This service supports the full suite of SAP SuccessFactors modules or a personalised combination tailored to customer requirements. EX3 adds value through deep functional expertise, leading practice design, and accelerators that simplify configuration, reduce risk, and ensure each module is integrated into a cohesive, scalable HR solution.

Features

• SAP SuccessFactors Employee Central & Employee Central Payroll
• SAP SuccessFactors Talent Management Modules
• SAP SuccessFactors Work Zone
• SAP Joule & AI Units
• SAP SuccessFactors, Functional Users
• SAP People Intelligence
• ESM add on for SuccessFactors solutions
• SAP Cloud Application Services
• Integration Suite
• Other complimentary technologies

Benefits

• Deliver suite of HR capabilities across employee lifecycle
• Implement modules in a way that works for you
• Comprehensive, cloud-based HR suite based on best- practices
• Streamline HR and employee life-cycle processes
• Connect people to purpose & drive business results
• Create exceptional employee experiences
• Compliant with GDPR and UK legislation

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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@weareex3.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

401731938498852

Contact

Jas Rai
07825355501
jas.rai@weareex3.com

About the service

• Service categories:
  • Application Development and Deployment
    • Software quality and life cycle
      • Software change, configuration and process management
        • Software change, configuration and process management
• Multi cloud support: Yes

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 SuccessFactors
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: No
• System requirements:
  • Desktop Browser: Edge, Firefox, Safari, Chrome
  • Mobile Browser: Safari, Google Chrome for Android, Google Android
  • Network bandwidth Recommended connection speed 300 - 400 kbit/s
  • Screen resolution XGA 1024x768 (high color) or higher

User support

• Email or online ticketing support: Yes
• Support response times: Response times are defined by agreed SLAs and priority levels. During business hours, responses range from 2 to 36 hours depending on issue severity. Critical issues require direct contact with the Customer Success Manager. Weekend and out of hours response is available for emergencies only, where contractually agreed.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• AI chatbot: No
• Web chat support accessibility standard: WCAG 2.2 AAA
• Web chat accessibility testing: We have not carried out dedicated web chat testing with assistive technology users. EX3 does not currently provide a standalone web chat capability as part of its service. For real time communication, we rely on Microsoft Teams for all calls and meetings. Microsoft Teams is widely adopted, enterprise grade software with built in accessibility features and documented compliance with recognised accessibility standards, including support for screen readers, keyboard navigation, live captions, and assistive technologies.
• Onsite support: Yes
• Support levels: During implementation, support is delivered through the dedicated EX3 project team in line with the agreed delivery plan. Queries, issues, and risks are managed through structured governance, including regular project meetings, status reporting, and defined escalation routes. Requests raised during UK business hours, 9am to 6pm Monday to Friday, are addressed as part of day to day project delivery. Critical issues impacting milestones or payroll readiness are prioritised immediately by the project team. Formal SLAs are not applied during implementation, as responsiveness and resolution are governed through project management controls, delivery milestones, and direct access to assigned EX3 resources.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: EX3 helps users start using the service through a structured onboarding process. This includes service induction sessions, hypercare, user training delivered remotely or in-person, and access to supporting documentation where required. Following onboarding, EX3 provides a defined hypercare period to support early adoption, resolve initial issues, and ensure users are confident using the SAP SuccessFactors and ServiceNow interface.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • User community website
  • http://training.sap.com
  • http://help.sap.com/cloud4hr
  • Documentation accessibility standard
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding and offboarding documentation is not currently produced with specific accessibility standards in mind. However, EX3 works closely with customers throughout onboarding and offboarding to identify and address any accessibility needs as they arise. Where required, we provide alternative formats, additional guidance, or direct support to ensure users can access and understand the information effectively. All SAP Onboarding materials are compliant with EN 301 549 standards.
• End-of-contract data extraction: You are able to export your data at any time during the subscription term. Data can be retrieved in a readily readable, structured and documented format, such as CSV. This is a self-service feature that allows you to download data from the system at any time, without any special request to us.
• End-of-contract process: At the end of the contract, the customer provides notice in line with the agreed contractual notice period. EX3 continues to deliver the full contracted scope of services to agreed service levels until the final day of the contract. During this period, we support knowledge transfer, data access, and transition activities where offboarding support is included within the agreed scope. Any additional activities outside the contracted scope, such as extended transition support, bespoke documentation, or additional data extraction assistance, are treated as additional services and may be subject to separate commercial agreement.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Differences between the mobile and desktop service SAP SuccessFactors may be accessed via a mobile web browser or a dedicated iOS or Android mobile app. The dedicated mobile apps provides a set of functions which are most commonly needed by; employees and managers whilst on the go. Capabilities include,; but are not limited to: managerial approvals and tasks, full employee and manager self service, Time tracking, viewing payslips, goals and performance management, giving and receiving feedback,; learning, recruiting, compensation, career planning, searching and view organisational chart, and tracking development.
• Service interface: Yes
• Description of service interface: The service interface is delivered through ServiceNow, providing a secure, web based portal for ticket logging, tracking, updates, and reporting. Customers can raise incidents, requests, and queries, view status, and communicate with EX3 support teams through a structured workflow. The interface supports role based access, audit trails, and service reporting.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: EX3 has not undertaken formal interface testing with users of assistive technology for the service interface. However, given the close working relationships we maintain with our customers, any accessibility issues identified are addressed collaboratively as they arise. Where required, we agree reasonable adjustments, alternative communication methods, or additional support to ensure all users can effectively access and use the service.
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: What users can and can't do using the API Our platform provides REST based web service for importing and exporting data to and from a customer’s solution instance. They provide generic CRUD (Create, Read, Update, Delete) operations to access data, as well as meta-data operations to allow runtime discovery of the data. Our OData APIs provide a standardized protocol for creating and consuming data APIs which are REST based (Representational State Transfer - HTTP + URLs + XML*). The HCM Suite OData API is SuccessFactors Web Services API based on the OData protocol intended to enable access to data in the SuccessFactors system. The API is best used for frequent or real-time requests for small amounts of data. This OData API is used to configure entities. Each SuccessFactors module can be accessed using its own set of entities. SuccessFactors OData API service is based on. OData V2.0. The latest full details of our API coverage can be found here: https://api.sap.com/
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: SAP SuccessFactors provides a comprehensive set of configuration and administration tools via a self service interface. All capabilities in the solution can be configured to support the design of specific business processes as standard. New objects can be added as well as new user interfaces in order to build new business processes. (this is completed via the extension centre that allows for the ability to build objects, rules, workflow and UI without coding) Extension through coding is also possible via the SAP Cloud Platform which is a Platform as a Service completely integrated with SAP SuccessFactors as well as other SAP applications. SAP Cloud Platform provides a number of intelligent technologies including, robotic process automation, a predictive analytics engine, machine learning libraries and a conversational AI capability.

Scaling

• Independence of resources: In line with SAP, scaling the system is designed with maximum scalability and can accommodate millions of users. SAP also uses the concept of “PODS,”from a hardware perspective. A POD is a fault tolerant cluster of application & DB servers designed, as a scalable unit, to provide core processing and data storage services for fixed increment of customers.; ; • A POD is designed to support millions of subscribers. SAP's current 2nd Generation POD is scaled to 5M+ ; • Excess capacity PODs are always available on standby (scalability-on-demand); • We will increase capacity if data centre utilisation surpasses the 70% threshold

Analytics

• Service usage metrics: Yes
• Metrics types: Dashboards and reports are available within the customer community tools that detail service up time and planned outages. The SAP Trust Centre contains detailed information online about the current service status of all SAP cloud applications including SAP SuccessFactors https://www.sap.com/uk/about/trust-center/cloud-service-status.html
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: SAP

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: SAP uses AES 256 bit encryption for data at rest. We also offer optional additional chargeable services for BYOK, and HYOK encryption.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: SAP SuccessFactors supports both flat file data transfers over SFTP as well as OData Web Services APIs. Documentation on the APIs can be found at https://api.sap.com.
• Data export formats:
  • CSV
  • Other
• Other data export formats: API
• Data import formats:
  • CSV
  • Other
• Other data import formats: API

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: IPSec encrypted tunnel PTP
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Firewalls and RBAC

Availability and resilience

• Guaranteed availability: SAP has a 99.7% System Availability percentage during each month
• Approach to resilience: This information is available upon request from SAP
• Outage reporting: Outages are reported using e-mail alerts, secure customer dashboard as well as public dashboard available in the user community and the SAP Trust Centre: https://www.sap.com/uk/about/trust-center/cloud-service-status.html

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Via IP Filtering, 2 Factor Authentication and other interfaces and information can be provided on request.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 27017 ISO 27018 BS10012 - this is aligned with SAP Data and Information security standards.
• Information security policies and processes: The head of SAP Global Security (Chief Security Officer; CSO) reports via the Security Steering Committee to the SAP Executive Board and is responsible for the overall security strategy of SAP across lines of businesses. This includes besides others: corporate security, physical security, IT/Cloud security, cybersecurity and product security. As an industry best practice SAP defines its security goals and objectives. This is done by the SAP Security Policy Framework, which is the fundamental basis for defining the security level at which SAP operates and consists of multiple layers targeting different groups and satisfying different needs. The SAP Security Policy Framework addresses general security topics to all SAP employees, satisfies compliance and certification needs and provides detailed guidance to cloud operation units.; ; Refer to the SAP Trust centre for terms and conditions regarding SAP's security terms - https://www.sap.com/about/trust-center.html

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: All processes and policies are defined following industry best practice standards. Most SAP policies are internal and are audited in our SOC2 Audit which is carried out annually and available to our customers.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: SAP ensures that all processes and policies are defined following industry best practice standards. Most of those policies are internal and are audited in our SOC2 Audit which is carried out annually and available to our customers
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: SAP ensures that All processes and policies are defined following industry best practice standards. Most of those policies are internal and are audited in our SOC2 Audit which is carried out annually and available to our customers
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: No
• Incident management approach: SAP ensures that all processes and policies are defined following industry best practice standards. Most of those policies are internal and are audited in our SOC2 Audit which is carried out annually and available to our customers

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A trial service is available on request and subject to individual evaluation. This should be discussed with an SAP representative.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: Provided
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: Yes
• Any other security certifications: ISO27001:2022

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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@weareex3.com. Tell them what format you need. It will help if you say what assistive technology you use.