Ongoing Support

Stability, Performance & Embedded Success

Going live is just the beginning. Ongoing Support ensures your SAP SuccessFactors system remains stable, functional, and on top of the latest features through continuous support. Our dedicated team is here to resolve issues, manage system updates, and provide expert assistance whenever you need it.

What we offer

We provide ongoing SuccessFactors support tailored to your organisation, including ticket resolution, proactive monitoring, data changes, and technical enhancements to keep your system performing at its best.

Tailored support package

Scale our support based on your needs with a number of hours to draw down on throughout the year.

Ongoing ticket support

A structured ticket management system that ensures efficient handling of technical queries, system adjustments, and issue resolution. Full access to our knowledge base portal for self-service troubleshooting.

Data change management

Support for organisational changes, role updates, permissions, and compliance-driven modifications, ensuring your system remains accurate and up to date.

System monitoring & troubleshooting

Proactive issue identification and resolution, preventing disruptions before they impact HR operations.

Technical queries & enhancements

Expert guidance for configuring new features, troubleshooting complex system behaviour, and ensuring smooth integrations.

Why it matters

SuccessFactors is not a "set it and forget it" solution; it requires continuous care to stay aligned with changing organisational needs, HR processes, and SAP updates. Ongoing support ensures the platform remains stable, adaptable, and optimised long after go-live.

Continuous system stability

Minimises disruption with a structured, responsive support system to keep your HR processes running smoothly.

Adaptability to organisational change

Ensures your HR system stays aligned with organisational changes - without interrupting day-to-day operations.

On-Demand expert support

Provides instant access to expert assistance for troubleshooting, updates, and minor system adjustments when you need it most.

Proactive maintenance & risk reduction

Identifies and addresses potential issues early, reducing the risk of larger problems and costly downtime.

Confidence for HR teams

Empowers your HR and IT teams to focus on strategic work, knowing help is always available for any technical or functional challenges.

‍

Testimonials

What our clients think.

4.8 / 5 stars on

Raven is an independent 3rd party providing candid project reviews.

“We got is a tier 1 solution at a tier 2 cost”

I expected we might be looking at a tier 2 or tier 3 HR solution. What we got is a tier 1 solution at a tier 2 cost. That’s outstanding, and the value we get from working with Jigsaw Cloud has been well worth it.

Jonathan Meek - People Director

Cleanova – Petrochemical manufacturer

“Seamless”

Jigsaw Cloud scoped and quoted the work well, ensuring our needs were understood from the outset. Their structured approach made the execution seamless.

Global Manufacturer - HR Program Manager

“As per the schedule”

There is a clear picture and understanding of deliverables from the beginning. Completed the build, SIT and UAT as per the schedule without any open defects. Overall it's a Great Success!

Mizuho - Project Manager

FAQs

Frequently Asked Questions

What kind of ongoing support do you offer after implementation?

After implementation, Jigsaw provide application support, release management, continuous configuration enhancements, advisory services, user training, and reporting/integration support, ensuring SAP SuccessFactors stays aligned with evolving business and HR needs.

What is a Health Check?

A Health Check is a structured review of your SAP SuccessFactors system to assess performance, configuration quality, data integrity, security, and overall alignment to current business processes. Over time, HR operations evolve, new features become available, and system configurations may drift from best practice. Jigsaw Cloud supports customers by performing planned Health Checks that analyse system usage, identify risks or inefficiencies, and provide clear recommendations for optimisation. This ensures organisations continue to get maximum value from their investment and that SuccessFactors remains stable, secure, and aligned to HR and business objectives.

What are SAP SuccessFactors Releases?

SAP SuccessFactors delivers major product releases twice a year, introducing new features, enhancements, and compliance updates across its hire-to-retire HCM suite. As a Software-as-a-Service (SaaS) solution running on a unified code base, all customers globally receive these updates within the same scheduled windows — 1H (April/May) and 2H (October/November) — across both Preview and Production environments. These releases ensure continuous innovation, improved security, and long-term platform stability, but they also require organisations to review impacts, test changes, and adopt new functionality responsibly.

Jigsaw Cloud supports customers through these releases by monitoring changes, assessing functional impacts, testing updates in Preview, advising on new features, and implementing relevant improvements. This proactive support helps organisations avoid compatibility issues, reduce risk, and ensure SuccessFactors continues to operate effectively and evolve with HR needs without disruption.

Ready to get started? Contact Jigsaw Cloud

Get in touch

