Ongoing Support

Keeping your SAP SuccessFactors platform stable, supported, and evolving

Ongoing support is more than resolving tickets. It’s about giving your HR team confidence that SAP SuccessFactors remains stable, supported, secure, and ready to adapt as your organisation evolves.
Our support services give customers direct access to experienced SAP SuccessFactors consultants for issue resolution, system changes, release guidance, and continuous operational support.

What we offer

We provide ongoing SAP SuccessFactors support tailored to your organisation, giving your team access to experienced consultants for issue resolution, system changes, release guidance, and day-to-day operational support — helping keep your HR platform stable, responsive, and aligned with evolving business needs.

Flexible support model

Flexible support hours that scale with your organisation — from day-to-day assistance to periods of increased operational or project demand. Support usage is reviewed regularly to ensure customers receive the right level of support as business needs evolve.

Ongoing ticket support

Structured ticket management with direct access to experienced SAP SuccessFactors consultants for issue resolution, troubleshooting, system changes, and operational guidance. Tickets are triaged and assigned based on module expertise, with approximately 2,800 support tickets handled in 2025 and SLA performance consistently maintained above 95%.

Release & change support

Guidance and support for SAP SuccessFactors releases, configuration changes, and evolving business requirements — including preview testing, impact assessments, and adoption guidance to help your organisation stay current without disruption.

Knowledge base & self-service resources

Access to practical support resources, guidance articles, and troubleshooting knowledge (300+ knowledge articles) designed to help HR teams resolve common challenges more efficiently, supported by a growing knowledge base of SAP SuccessFactors guidance content.

Integration & technical support

Support for integrations, technical troubleshooting, permissions, workflows, and system behaviour across your SAP SuccessFactors environment — helping reduce operational risk and maintain platform stability.

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.

Operational confidence

Gives HR teams confidence that expert support is available when operational issues, changes, or business priorities arise.

Reduced disruption

Helps reduce operational disruption through structured support processes, responsive ticket management, and experienced consultant guidance.

Support that adapts with your business

Flexible support services that evolve alongside organisational growth, changing priorities, and ongoing system adoption.

Faster issue resolution

Structured triage and consultant-led support help resolve issues efficiently while maintaining continuity across HR operations.

Long-term platform value

Ongoing support helps organisations maintain adoption, system relevance, and long-term value from their SAP SuccessFactors investment.

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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

“True partner”

Jigsaw Cloud became a true partner. They didn’t just answer questions — they helped us understand the ‘how’ and the ‘why’.

Zoë Knight – Head of HR

‍Tata Motors Design Tech Centre

“Progress”

We really appreciate all your help to get us to our current state — we are miles ahead of where we were last year.

Cindy McCarty – Head of Total Reward & HR Operations
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World Rugby

FAQs

Frequently Asked Questions

What kind of ongoing support do you offer after implementation?

After go-live, Jigsaw Cloud provides ongoing SAP SuccessFactors support to help you keep your system stable, aligned, and continuously improving. This includes ticket support, release reviews, configuration changes, reporting and integration support, user guidance, and advisory services — giving your HR team ongoing access to expert support as your business evolves.

What is a Health Check?

A Health Check is a structured review of your SAP SuccessFactors environment to assess system performance, configuration quality, data integrity, security, and overall alignment with current business processes.

Over time, HR systems naturally evolve, and configurations can drift from best practice. Jigsaw Cloud Health Checks help identify risks, inefficiencies, and optimisation opportunities — providing clear recommendations to improve stability, usability, and long-term value.

What are SAP SuccessFactors Releases?

SAP SuccessFactors delivers major updates twice a year, introducing new features, enhancements, compliance changes, and user experience improvements across the platform.

Jigsaw Cloud helps customers prepare for these releases by reviewing impacts, testing changes, advising on new functionality, and supporting adoption where relevant. This helps reduce risk, avoid disruption, and ensure your system continues to evolve alongside your business needs.

Let's talk about your HR goals. Contact Jigsaw Cloud

Get in touch

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