Service Definition
G- CLOUD
Services II
July 12, 2012
www.successfactors.com
Service Definition:
G- CLOUD Services II
TABLE OF CONTENTS
COMPANY OVERVIEW ............................................................................................................. 5
SERVICES................................................................................................................................. 7
PERFORMANCE AND GOAL MANAGEMENT .................................................................................... 8
COMPENSATION MANAGEMENT .................................................................................................... 9
SUCCESSION MANAGEMENT & CAREER DEVELOPMENT & PLANNING ............................................10
CORE HRIS (EMPLOYEE CENTRAL) .............................................................................................12
LEARNING MANAGEMENT SYSTEM (LMS) ....................................................................................13
COLLABORATION & SOCIAL LEARNING (JAM) .............................................................................14
RECRUITING MANAGEMENT (APPLICANT TRACKING SYSTEM) .......................................................15
RECRUITING MARKETING ............................................................................................................16
WORKFORCE PLANNING .............................................................................................................17
WORKFORCE ANALYTICS ............................................................................................................18
INFORMATION ASSURANCE ..................................................................................................19
DATA SECURITY .....................................................................................................................19
DATA PRIVACY........................................................................................................................19
AVAILABILITY & WARRANTY ..................................................................................................20
PERFORMANCE ......................................................................................................................20
DISASTER RECOVERY & DATA RESTORATION ...................................................................21
MAINTENANCE WINDOWS SCHEDULED DOWNTIME ..........................................................23
DESKTOP AND SYSTEM REQUIREMENTS ...........................................................................24
ON - BOARDING AND OFF - BOARDING SCOPE...................................................................25
SERVICE MIGRATION & DATA EXTRACTION/REMOVAL .....................................................26
ADMINISTRATION (CUSTOMER RESPONSIBILITIES) ..........................................................27
EASE OF USE .............................................................................................................................27
CONFIGURATION .........................................................................................................................27
LEVEL OF CUSTOMISATION PERMITTED........................................................................................28
UPGRADES .................................................................................................................................28
TRAINING.................................................................................................................................29
SUPPORT & SERVICE MANAGEMENT ..................................................................................33
ONLINE HELP DESK/SUPPORT FEATURES ....................................................................................33
SUPPORT HOURS .......................................................................................................................34
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PREMIUM SUPPORT ....................................................................................................................34
PLATINUM SUPPORT ...................................................................................................................34
SUPPORT PROCEDURES .............................................................................................................36
PRICING ...................................................................................................................................37
ORDERING AND INVOICING PROCESS ................................................................................38
FINANCIAL RECOMPENSES MODEL FOR NOT MEETING SERVICE LEVELS ....................38
TERMINATION TERMS ............................................................................................................38
DETAILS OF ANY TRIAL SERVICE .........................................................................................38
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SUCCESSFACTORS STATEMENT OF CONFIDENTIALITY AND EXCEPTIONS
This document must not be reproduced in whole or in part. It must not be used other than for evaluation
purposes only, except with the prior written consent of SuccessFactors and then only on condition that
SuccessFactors and any other copyright notices are included in such reproduction.
The furnishing of this document is subject to contract and shall not be construed as an offer or as
constituting a binding agreement on the part of SuccessFactors to enter into any relationship.
SuccessFactors provides this document as guidance only to time-scales of the predicted delivery project.
This will be subject to confirmation prior to any contractual or delivery commitment by SuccessFactors.
SuccessFactors warrants that to the best of its knowledge those who prepared this material have taken
all reasonable care in preparing it and believe its contents to be true as at the date of this document.
SuccessFactors cannot however warrant the truth of matters outside of its control and accordingly does
not warrant the truth of all statements set out in this document to extent that such statements derive from
facts and matters supplied by other persons to SuccessFactors. The statements in this document are
qualified accordingly.
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Company Overview
SuccessFactors is the global, SaaS delivery leader in business execution software. Our suite of ondemand applications is relied upon by public sector and private sector organisations of all sizes around
the world to help deliver business results through achieving alignment of strategy, better execution and
optimisation of workforce performance.
SuccessFactors began in 2001, with a bold and ambitious goal of revolutionising the way the world works
by increasing productivity by 50 percent. Today, our company is one of the fastest growing organisations,
and widely considered an innovation leader in Software as a Service (SaaS) solutions.
On February 16, 2012, SAP AG (NYSE: SAP) and SuccessFactors, Inc. (NYSE: SFSF) announced the
successful completion of SAP AG's cash tender offer, commenced through its indirectly wholly-owned
subsidiary Saturn Expansion Corporation, for all issued and outstanding shares of common stock of
SuccessFactors, Inc ("SuccessFactors"). The tender offer was made pursuant to an Offer to Purchase
dated December 16, 2011 and in connection with an Agreement and Plan of Merger dated as of
December 3, 2011. SAP and SuccessFactors first announced this transaction on December 3, 2011
when the two organisations entered into a definitive merger agreement, pursuant to which a subsidiary of
SAP would offer to acquire all outstanding shares of common stock of SuccessFactors, representing an
enterprise value of approximately $3.4 billion.
The acquisition adds SuccessFactors' widely respected team and technology to SAP's powerful cloud
assets, significantly accelerating SAP's momentum as a provider of cloud applications, platforms and
infrastructure. The combination of SAP and SuccessFactors establishes an advanced end-to-end
offering of cloud and on-premise solutions for managing all relevant business processes. For more details
on this acquisition, please refer to: http://www.successfactors.com/sap-acquires-successfactors
Today, our company is headquartered in San Mateo, CA, with 24 global offices in North America, Europe
& the Middle East, Asia Pacific, and Latin America. We currently employ over 1,500 people worldwide, all
passionately focused on delighting customers through prompt and effective execution and constant
improvement driven by customer feedback.
We take pride in not only delivering world-class products, but also in leading the industry in innovation
and thought leadership. SuccessFactors has led the industry in actual product innovation through a
blistering pace of development. Over the past ten years, SuccessFactors has released over 120 new
versions of the application. And due to the SuccessFactors software-as-a-service architecture,
functionality from these new versions is seamlessly and immediately available to all customers around the
world at the same time – without any costly upgrades.
Always looking to the future and striving to improve, we take a 3-pronged approach to product innovation:
1. Industry Visionaries and Analysts – SuccessFactors routinely works with talent management
industry visionaries and analysts to stay abreast of industry trends and to proactively enhance the
application to support trends in the marketplace.
2. SuccessFactors Research – SuccessFactors Research is a team of industry experts and PhD’s
that are recognized leaders in the talent management marketplace. This Research team has
allowed SuccessFactors to often set the direction for all talent management vendors.
3. Customer Community – The SuccessFactors Customer Community is a one-stop portal for
customers. One of the major features of the Customer Community is the ability for customers to
register for monthly interactive webinars with SuccessFactors Product Management to proactively
impact product direction. Additionally, SuccessFactors allows users to suggest enhancements to
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Service Definition:
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the core product via the Idea Factory – and then other users in the Community can “vote” on
whether or not the enhancement should be included. Many of the best features of
SuccessFactors originated as ideas from our customers on the Idea Factory.
Our relentless focus on innovation has been recognised by the industry analyst community.
SuccessFactors is proud to have been recognised the leader in performance and talent management
by every major industry analyst over the past two years, including Gartner, Forrester, IDC, and Bersin
& Associates. Recently, we were placed at the top of the Gartner Magic Quadrant as a market leader
for Performance Management Software. Please review the information below.
"Gartner defines leaders in this Magic
Quadrant as companies that had "strong
product functionality and, often, provide
superior customer experience. In addition,
these vendors have strong direct sales
and/or channel sales capabilities. Leading
vendors also have strong or emerging
multinational solutions (with corresponding
service and support).”" James Holincheck,
Thomas Otter, and Jeff Freyermuth,
March 2011.
Simply stated, SuccessFactors works every day to help organisations just like yours achieve tangible and
measurable results with Business Execution Software initiatives that use the latest research, the smartest
technology, and the most secure systems on the planet.
Number of customers: 3500+
Number of end-users: 15 million
Number of employees: 1,700 worldwide
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Services
The following service solutions are offered via GCLOUD;
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SuccessFactors Performance Management & Goals Alignment
SuccessFactors Compensation Management
SuccessFactors Succession Management & Career Development & Planning
SuccessFactors Core HRIS (Employee Central)
SuccessFactors Learning Management System
SuccessFactors Collaboration & Social Learning
SuccessFactors Recruitment Management (Applicant Tracking System)
SuccessFactors Recruitment Marketing
SuccessFactors Workforce Planning
SuccessFactors Workforce Analytics
SuccessFactors’ leading integrated product suite provides the foundation to transform our customers’
organisations and help unlock the true potential of the workforce. Delivered through a SaaS model, our
suite of on-demand applications is composed of distinct capabilities, all of which work together as a fully
integrated solution; however, the entire suite is highly scalable and modular, allowing customers to add
new modules when they’re ready – “on demand.”
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Performance and Goal Management
Performance Management
SuccessFactors Performance Management turns paper-based performance review forms into an efficient,
online system that streamlines the review process and reduces the hassles often associated with
completing performance reviews. Our solution facilitates a meaningful, ongoing feedback loop between
managers and subordinates, turning the occasional performance review into an ongoing dialogue focused
on improving employee performance. Managers spend less time on administrative tasks and more time
coaching and giving valuable feedback, increasing employee morale and overall productivity. Our solution
helps organisations:
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Identify High Performers – Provides executives and managers with real time actionable
insight into organisational performance
Increase Completion Rates – An easy-to-use user interface promotes fast user adoption,
increasing performance review completion rates.
Develop Talent – Writing assistants and configurable routing turn performance reviews into a
valuable ongoing feedback loop between managers, subordinates, and peers
Streamline the Process – Our fully online, automated solution improves efficiency and
decreases costs associated with cumbersome paper processes
Improve Compliance - Audit trail of legally discoverable documents, evidence of an objective
review process, and our Legal Scan capability help ensure compliance with Sarbanes-Oxley
and other regulations
SuccessFactors Goal Management automates the process of creating, cascading, monitoring and
assessing the progress of company-wide goal completion. With this automated process, management
has clear, real-time visibility of progress against high-level strategic goals.
NOTE: PLEASE REFER TO THE EMBEDDED DATA SHEET FOR MORE INFORMATION
Successfactors
Performance and Goals_Data Sheet_0112.pdf
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Compensation Management
SuccessFactors Compensation Management streamlines the compensation process and helps
organisations execute strategies that motivate and reward employees based on their achievements,
ensuring a true pay-for-performance culture. Compensation Management decreases the administrative
burden associated with managing the compensation process while simultaneously reducing the number
of errors. Managers have all of the information they need within easy reach to make effective
compensation decisions. Our solution helps organisations achieve:
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Pay for Performance Initiatives – Increase employee performance and engagement by easily
linking pay to performance in an objective and transparent process.
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Streamlined Compensation – Configurable workflow, centralized information display and easy
access to key compensation metrics speed up the compensation cycle while reducing errors.
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Compliance – Organisations can strike the right balance between giving managers discretion
over their compensation budget and ensuring adherence to important corporate compensation
policies.
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Budget Optimisation – Managers can perform real-time “what-if” scenario analysis by allocating
higher merit increases to top performers and instantly seeing the budget impact.
NOTE: PLEASE REFER TO THE EMBEDDED DATA SHEET FOR MORE INFORMATION
Successfactors
Compensation_Data Sheet_0212.pdf
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Succession Management & Career Development &
Planning
SuccessFactors Succession Management gives your organization the visibility it needs to identify and
anticipate the talent gaps in your organisation as well as provide the insight required to help you bridge
those gaps. With support for individual, role, and position succession models, SuccessFactors
Succession Management will help you:
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Know your Talent – Collect valuable information about your employees that provides insight
about their backgrounds, experience, expertise, performance, and career aspirations.
Identify Talent Gaps – Easily identify current and potential talent gaps in your organisational
structure. Assess the impact of loss to your business and gain visibility to your bench strength.
Broaden the Nomination Pool – Expand your talent search beyond your immediate sphere by
leveraging robust nomination capabilities and a company-wide talent search engine.
Promote the Right Talent – Identify the right candidates to fill leadership gaps quickly and
objectively using competency-based search capabilities and side-by-side comparisons of top
candidates.
Career Development
SuccessFactors Career Development and Planning enables organisations to improve the quality of talent
to address current and future strategic needs while providing employees the opportunity to identify and
develop the competencies necessary for future job growth. This ongoing process creates an environment
of career accountability at all levels, where employees can drive their career development and managers
better understand the goals, strengths and weaknesses of their teams. This solution enables:
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A collaborative process by which manager and employee can develop career development goals.
Identification of gaps between required and assessed skills, and suggests development activities
to close gaps.
Delivery of focused learning activities against predefined development goals.
Employee input into career direction and skills development, resulting in increased engagement
and retention.
Real-time visibility into the competency health of the overall organisation.
In addition, The SuccessFactors solution improves the effectiveness of learning and development
investments by:
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Integrating development planning into competency-driven reviews and linking development
goals directly to specific competencies.
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Managing development goals and learning activities in an ongoing, year-round development
plan to ensure employee development is always in line with strategic organisational
objectives.
Our Individual Development Plans (IDP) and competency assessments can be integrated with your
Performance Review process. This creates an opportunity to appraise employees in their current roles
and to initiate plans for future growth. Competency Gap analyses, IDPs, and Career Worksheets can all
feed off of employee performance data, which steers employees and managers towards targeted and
specific development paths. Employees and managers can continually monitor IDPs and development
goals to ensure that employees are on track for development and succession.
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NOTE: PLEASE REFER TO THE EMBEDDED DATA SHEET FOR MORE INFORMATION
Successfactors_DS_S
uccession-and-Development_ Data Sheet_Q112.pdf
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Core HRIS (Employee Central)
SuccessFactors Employee Central provides comprehensive core HR functionality AND is built for
Business Execution. With Employee Central you can manage your employees’ HR information and
automate common HR processes with a graphical, easy to use solution. HR reports and auditing
capabilities help you meet regulatory compliance and answer your key HR related questions. With
Employee Central, you can capture more than the usual HR data, and allow employees to create rich
profiles that express their skills, interests and career aspirations. With collaboration and social networking
capabilities they will connect with peers, share knowledge and drive greater productivity.
One core global system-of-record. Effective-dated job, pay, and organisation data across geographies,
cost centers, legal entities, and employee types.
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Integration with talent. Make informed talent decisions based upon a complete picture of your
employees that combines your core HR, talent and employee data in one location.
Powerful workforce analytics and planning. Integrate workforce data with financial data from
external systems. Use metrics to know what to measure, benchmarks to show how you’re
doing and identify gaps that thwart your business goals.
Collaboration. Put the wealth of employee talent, HR, and profile data to work by enabling
employees to connect and share knowledge driving real achievement of your business goals.
Usability. Inspired by everyday apps like LinkedIn and Amazon, Employee Central provides
simple and relevant user experience so everyone in your company, including managers,
executives, employees and HR will use it every single day.
Continuous innovation. Cloud-delivered continuous enhancements with no additional cost or
disruption to your organization.
Integration. Seamless integration of Employee Central with all on-premise and cloud
applications including ERP, payroll, time and benefits solutions. The cloud-based integration
platform ensures rapid, scalable, and cost-effective integration.
SuccessFactors Employee Central 2.0 provides a radically different approach to Core HR systems. You’ll
have access to up-to-date and historical employee information across your organization, creating an
actionable foundation for everyone to execute better—every day.
NOTE: PLEASE REFER TO THE EMBEDDED DATA SHEET FOR MORE INFORMATION
Successfactors Core
HRIS EC_Data Sheet_0412.pdf
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Learning Management System (LMS)
SuccessFactors Learning (formerly Plateau's LMS) is a core part of SuccessFactors' Business Execution
(BizX) Suite, and it provides comprehensive learning solutions that uniquely combine formal and informal
practices. SuccessFactors now delivers an unmatched set of formal, informal, social, collaboration,
mobile, content management and analytics capabilities in the cloud to help business leaders advance the
workforce by improving employee skills, ensuring compliance and aligning organisational objectives.
SuccessFactors Learning combines best-in-class LMS with:
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Social Learning and Collaboration - SuccessFactors Social Learning brings a Facebook- and
YouTube-like experience to corporate learning, making it easy for anyone in the organisation
to share their expertise, connect with communities, and quickly find the information they need
to get things done.
Content-as-a-Service - SuccessFactors iContent uniquely provides content distribution and
management in the cloud as a service, taking the headache and hassle out of managing
digital learning assets, from online courseware to on-demand presentations and video, and
provide learners with reliable, high-quality on-demand access to both off-the-shelf and
custom content.
Authoritative Insight - Comprehensive reporting and analytics gives HR and learning leaders’
authoritative insight about the state of their talent and talent development initiatives.
Learning Management allows your organization to deploy a comprehensive learning strategy that
includes instructor led training (ILT), eLearning, virtual learning, exams, certifications, and extended
learning. Learning management allows you to create courses and curriculum based on performance
goals, career and succession plans, organisational development and compliance objectives, or for
individual, personal development. Plus, it ensures you have records, reports and insight to meet
government and industry-specific regulatory compliance-critical for industries such as pharmaceutical/
biotechnology, financial services, government, and manufacturing.
Extended Enterprise
Extended Enterprise enables you to cost effectively share your training assets with your entire networkcitizens, partners, supplies, resellers, customers, contractors, volunteers, or association members to
ensure they are always in the loop, productive and happy.
iContent
Most companies struggle with managing their content assets. By providing "Content-as-a-Service",
iContent removes the burden of online content management, reduces costs, increases training efficiency,
and greatly improves the user experience. By reducing the overhead and infrastructure administration,
organisations will realize substantial cost savings and ensure faster, more reliable content delivery. Much
more than content hosting, iContent provides bandwidth & delivery (via Akamai), management, security
and updates for all of your e-learning. By providing comprehensive content and distribution management,
iContent enables you to focus on what matters- the quality and effectiveness of the training you provide in
delivering business results.
NOTE: PLEASE REFER TO THE EMBEDDED DATA SHEET FOR MORE INFORMATION
Successfactors
Learning Management System_Data Sheet_Q411.pdf
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Collaboration & Social Learning (JAM)
Collaboration
SuccessFactors Jam lets people easily share their expertise so others can find them and the content
they’ve created. In a couple clicks, you can record a “how-to” video or screen capture, share documents,
or post a new idea, question or suggestion. With the social discovery capabilities woven throughout Jam,
colleagues you’ve never met can find the content and connect with you. Jam associates people,
documents and comments so searching for information and experts is no longer a frustrating experience
Social Learning
Today's employees need to find answers quickly and easily. And, your subject matter experts may be in
any corner of the organization, or the world. Quickly capturing and sharing insight is becoming mandatory
for organisations to remain competitive and innovative. With Social Learning, employees can instantly
capture and share information across social learning communities-anytime and anywhere. Social
Learning allows you to find and collaborate with subject matter experts immediately through video,
discussion forums, blogs, and more, to work more efficiently and effectively than ever before.
NOTE: PLEASE REFER TO THE EMBEDDED DATA SHEET FOR MORE INFORMATION
Successfactors
Collaboration & Social Learning_Jam_Data Sheet_0312.pdf
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Recruiting Management (Applicant Tracking System)
SuccessFactors Recruiting Management lets organisations quickly and effectively source the right talent
to ensure continued organizational alignment and high-performance. Some key solution capabilities
include:
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Centralised Job Profiles with key competency requirements provide targeted profiles to quickly
create targeted requisitions.
Requisition workflow and tracking streamlines the approval process to drive recruiting
efficiency.
Candidate Search lets recruiters search through both external and internal candidate pools.
Full Job Posting capabilities automatically post jobs to internal, external and 3rd party job
boards.
Source Quality Chart plots the performance of hires against the recruiting cost of each hire
source to help maximise recruiting ROI.
Pre-screening Questions eliminate unqualified candidates early to focus on high quality
candidates.
Interview Question Library, an add-on content pack that provides over two thousands sample
interview questions.
SuccessFactors Recruiting Management is part of an integrated suite of modules that address issues
ranging from recruiting to performance, from compensation to succession, and everything in between.
Through this comprehensive approach to performance and talent management, the solution helps
organisations:
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Ensure hires are quickly aligned with your organisational strategy.
Create targeted development plans to bridge any gaps identified during the hiring process.
Leverage internal compensation data and analytics to support internal hiring decisions.
Succession information allows organisations to understand who they need to retain, and who
needs to be hired.
NOTE: PLEASE REFER TO THE EMBEDDED DATA SHEET FOR MORE INFORMATION
Successfactors_Recru
itment Management_ ATS_Data Sheet_Q112.pdf
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Recruiting Marketing
Attract & Engage Better
You may be throwing away money on the wrong job advertising strategy. But, how do you know what
works? Social networks, job boards and corporate career sites are not enough to find the best talent
anymore. You need a personalized, interactive, multi-channel approach that gets your jobs in front of the
right candidates with the right message at the right time.
SuccessFactors Recruiting Marketing gives you the tools you need to take control of the rapidly-changing
world of social networks, search engines and mobile devices. Every job opening becomes a marketing
campaign, so that it shows up just when, and where the right candidates are looking for it, whether that’s
on their mobile device, or their favorite social network. But, attracting the right candidates is only the first
step. Most candidates (as high as 90%) will not apply the first time they see an opportunity. You need to
capture their attention, create interest in your organisation and encourage them to sign up for more
information so that you can keep them engaged until the timing is right.
SuccessFactors interactive solution SuccessFactors recruiting enables you to initiate relationships and
maintain contact in a systematic fashion with sophisticated automation. This means less work for
recruiters with more return on investment. Jobs2web’s award winning Recruiting Dashboard™ is how you
know what’s working. Measure 100% of your career site visitors and applicant traffic. Finally, you’ll have
total visibility to the metrics you need, helping you maximise how you spend your recruiting
pounds and allow you to focus on the strategies that most effectively drive down your cost per hire.
Recruiting
NOTE: PLEASE REFER TO THE EMBEDDED DATA SHEET FOR MORE INFORMATION
Successfactors_Recru
itment Marketing_Data Sheet_Q112.pdf
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Workforce Planning
With SuccessFactors Workforce Planning organisations can conduct sophisticated workforce analytics
and modeling to create strategies today to insure their readiness for the future. This proven solution has
been used by organisations around the globe for almost thirty years to help them inform business strategy
and bridge the execution gap between strategy and results.
SuccessFactors Workforce Planning helps:
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Make Informed Decisions – formulate your strategy with greater confidence knowing your
forecasts are based on credible workforce data from across your business systems
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Mitigate Risks – identify the skills and competencies needed to meet your growth strategy, any
gaps produced by workforce projections and the associated risks
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Optimize Your Results - dynamically model different workforce scenarios and understand their
financial implications – in real time - with robust “what-if?” financial modeling
NOTE: PLEASE REFER TO THE EMBEDDED DATA SHEET FOR MORE INFORMATION
Successfactors_Workf
orce-Planning_Data Sheet_Q311.pdf
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Workforce Analytics
SuccessFactors Workforce Analytics provides concrete and actionable insights on workforce data to drive
your business strategy today and help you plan for the future. This proven solution has been used by
organisations around the globe for almost thirty years to help them inform and execute their business
strategy.
SuccessFactors Workforce Analytics helps organisations:
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Hone business strategies - Identify the leading indicators of organizational effectiveness and
formulate action plans to achieve your corporate goals.
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Improve workforce profitability - Create targeted initiatives based on empirical evidence, not “gut
feelings”.
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Understand what’s happening in your workforce and why – Powerful, easy-to-use drag and drop
interface allows you to correlate multiple data streams (core HR / talent data with financial / CRM
/ survey data) and analyse across measures and dimensions – all in one location.
NOTE: PLEASE REFER TO THE EMBEDDED DATA SHEET FOR MORE INFORMATION
Successfactors
Workforce Analytics_Data_Sheet_Q311.pdf
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Information Assurance
Through our data center partners, SuccessFactors provides a world class IT architecture, with the
industry’s highest and most stable environment. Our data centers in Europe are SAS 70, BS7799 and
SSAE16 –SOC2 certified. SuccessFactors has demonstrated on-going commitment to protecting the
confidentiality, integrity and availability of both customers and its own information from internal and
external threats, making us a reliable and secure system provider.
Data Security
All of the SuccessFactors services are run as a Public Cloud.
Public Cloud means Utility Computing that is available to individuals, public and private sector
organisations. Public Cloud is often non-geographically specific and can be accessed wherever there is
an Internet connection.
SuccessFactors plans to accredit its service to IL3
As laid out in the G-Cloud principles that were defined during phase 2, government should utilise the
public cloud deployment model as a default position, utilising private cloud only where essential criteria
cannot be met by public cloud delivery model offerings. For example: Information Assurance criteria might
currently drive the use of government accredited data centre services and infrastructure for sole use of
the public sector where services are processing/storing information at Impact Level 3 and above.
However, how as essential criteria are met is expected to evolve as the cloud market innovates and
matures, possibly reducing the need for private cloud delivery.
SuccessFactors is well positioned to provide data security solutions that are simply too time consuming
and expensive to deploy within the framework of a single organisation, as providers of behind-the-firewall
solutions frequently attempt.
Data Privacy
SuccessFactors complies with all applicable laws and regulations, such as EU Safe Harbor. Our security
(including data encryption and use of passwords) combined with our permissions-based management
functionality provide our users with total control over access to personal and sensitive data (including data
that European works councils may have the right to restrict or control access or use of) and how that data
is used. These sorts of privacy rights issues are fully addressable in the configuration process (e.g.,
obtaining employee consent to the collection, transmission and processing of personal information).
Compliance with Sarbanes-Oxley (SOX), GLBA, HIPAA, PCI, SB 1386 and similar laws is primarily the
responsibility of our customers. SuccessFactors stores customer data, and we do not control who can
access that information on the customer’s end, which is what is important. SOX, HIPAA, etc, are
concerned with what the customer is doing with the data. SuccessFactors does not access customer
data. What we provide is a secure online storage facility for employee data, along with a UI for retrieving
that data. Because we don’t ourselves disclose customer data, compliance with the various statutes cited
rests with the customer. Some statutes require that systems containing personal information be equipped
with “reasonable” or “adequate” safeguards and security measures to protect the privacy and security of
such data. SuccessFactors employs measures that are more than adequate to satisfy such standards,
and no agency has ever suggested otherwise.
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Please refer to the attachment for additional detail regarding data privacy and certifications.
SFSF Data Privacy
Availability & Warranty
SuccessFactors contractually guarantees at least 99% system uptime, with the exception of during
regularly scheduled and emergency maintenance. We use a variety of monitoring services to monitor
and enhance application performance.
Performance
SuccessFactors is a Software-as-a-Service (SaaS) application that is delivered 100% over the web. As
such, we leverage standard web browsers and the public internet to deliver the application. While
SuccessFactors can control page generation times within our production infrastructure, we cannot
guarantee how long it will take to deliver those pages over the public internet and/or through internal
networks.
Based on repeated customer performance tests, SuccessFactors end users typically see a response time
of 2-4 seconds for generation of average forms and pages. Most page actions (such as opening a
menu) do not require a server call and, as such, response time is typically less than 1 second. The
SuccessFactors Adhoc Report Builder features a graphical meter bar to let users know that the
application is generating a report.
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Disaster Recovery & Data Restoration
Back-up Strategy
Backup, failover and redundancy services are designed to offer cost-effective solutions to help increase
data availability and protect information from accidental loss or destruction.
 Backup encryption – All data stored on backup tapes is encrypted using 128-bit encryption.
 Backup and restore – the Data Center runs full data backups weekly and incremental data backups
nightly.
 Customer CSV backup – Customers can export their data in CSV format manually or automatically,
and store it as they wish on their own geographically dispersed infrastructures.
 Geographical failover – SuccessFactors offers geographical failover as an optional service.
 Complete Redundancy – Every component in the SuccessFactors infrastructure is redundant. There
are at least two of each hardware component that processes the flow and storage of data.
 Network – SuccessFactors utilises Cisco Systems network equipment, including firewall, switches
and intrusion detection. Each device in the network has a failover backup to ensure maximum uptime.
 Load Balancing and Server Clustering – SuccessFactors load-balances at every tier in the
infrastructure, from the network to the database servers. Application server clusters are enabled to
ensure that servers can fail without interrupting the user experience. Database servers are clustered
for failover utilizing technologies from Oracle and Veritas.
SuccessFactors' basic subscription services include backup and restore services with alternate site
backup replication. SuccessFactors also offers customers additional options for disaster recovery,
including the ability to export their data to CSV format via the user interface or an automated FTP service,
and
store
that
data
in
a
location
outside
of
SuccessFactors.
If customers require geographical redundancy or have specific disaster recovery requirements, then for
an additional fee, SuccessFactors will work with the customer to develop a custom Disaster Recovery
plan.
SuccessFactors offers several premium recovery services that provide more advanced and sophisticated
systems and technologies to ensure the fastest uptimes. The solution that is right for your organization
might include one or more of the following services:






Specified recovery points
Replication to an offsite location
Warm site failover
Hot site failover
Disaster recovery plan
Guaranteed restore times
For details on these disaster recovery options and service levels, please refer to the Disaster Recovery
documents, attached.
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SFSF DR Service
Overview - June 2012.pdf
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Maintenance Windows Scheduled
Downtime
SuccessFactors defines our Scheduled Downtime maintenance windows as being (1) midnight (FridaySaturday) to 7:00 a.m. Saturday; or (2) midnight (Saturday-Sunday) to 7:00 a.m. Sunday Time. Standard
maintenance is twice a month for a duration of 2 to 4 hours for new feature releases and operational
maintenance.
System notifications are posted in the application in advance of downtime to inform users of maintenance
periods. Users will see the notifications upon login. When the system is not available during the
maintenance there is a notification page displayed for the outage timing.
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Desktop and System Requirements
Please refer to the embedded data sheet for more information
Client System
Requirements.pdf
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On - boarding and Off - Boarding Scope
SuccessFactors’s on-boarding process includes migration or import of customer’s existing data into the
on-demand solution.
Lead time from subscription to full implementation will depend on the complexity of the configuration.
SuccessFactors does not guarantee a specific implementation target but closely works with a customer to
set expectations based on the scope and effort early in the project phase.
A typical configuration project takes eight to twelve weeks for our Talent Management Modules and about
six to nine months for our HRIS solution, Employee Central. Some configurations may take longer and
this is usually due to customers’ refining their business processes.
SuccessFactors has a history of rapid, large-scale implementations, including one for a major
organisation where we successfully implemented their new workforce performance management
application in a record-setting, two weeks’ time.
All projects are priced on a fixed price basis.
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Service Migration & Data
Extraction/Removal
Customers own and retain all right, title and interest in and to the customer data and customer
confidential Information.
SuccessFactors stores and maintains all customer data, and with the Customers permission, does not
purge data until 30 days after contract termination or expiration.
Towards the end of the agreement, assuming customer does not wish to renew the service; customer and
SuccessFactors’s agree a statement of work for export of data per customer requirements. The data is
exported in industry standard formats for import (by the customer or its agent) into an alternative solution.
There would be no charge for this service.
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Service Definition:
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Administration (Customer Responsibilities)
Ease of Use
SuccessFactors is an intuitive, Web 2.0 application that leverages many of the same ease of use
functions that users access today on common websites like Yahoo and Google. SuccessFactors doesn’t
just offer a robust list of features, but also extreme ease of use. End users are impressed with our
system’s navigational ease, as well as tools such as our Writing Assistant, Coaching Advisor, and
SMART Goal Wizard. Employees who are familiar with internet browsing can be up and running with the
SuccessFactors system in less than ten minutes.
With over 3,800 clients and 18 million users, SuccessFactors’ UI standard development process is aimed
at optimizing the consistency of the user experience, and to ensure ease of use and intuitiveness of our
application. As part of the implementation process, each client can customise its user interface by
incorporating its corporate logo and selecting from color skins to match the look and feel of its
organisation’s portal(s). Various additional elements of the UI can be configured based on your business
objectives (e.g. Home Page, Company Information page, Forms, Help pages, etc.) While the UI is
standard for all of your users, access to data, reports, forms, functionality, etc. is based on the security
roles & permissions that have been assigned to each user.
Configuration
The SuccessFactors application is highly flexible and supports configuration for business processes that
are specific to different business units, departments, countries, etc. This is achieved through
configuration of form templates, workflows, route maps, reports, language options, currencies, security
roles & permissions, etc.
SuccessFactors provides a highly configurable workflow engine for performance reviews and talent
management processes that can mirror any required routing process. Our easy to use Administration Tool
contains a Route Map function, which allows a customer's Administrator(s) to configure workflows and
forms. Our workflow engine allows an administrator to create sequential workflow functionality used
across various product modules. The workflow engine is used for setting rules for routing a document
from one stage to another and multiple workflows can be managed within the same module to match your
business needs.
Your System Administrator will be responsible for setting up, configuring, and managing the
SuccessFactors application. Admin Tools, our system’s easy to use Administrative User interface, does
not require the costly customisations required of other applications. Source code does not need to be
changed, and no programming experience is required for clients to configure and maintain the
SuccessFactors application. Some of the most commonly used functions under Admin Tools include:









Managing Users
Managing Security
Managing Documents
Managing Competencies and Skills
Managing Question Library
Configuring System Properties
Configuring Dashboards and Permissions
Managing Reports and Permissions
Managing Objectives
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
Managing Development
A typical administrator may not be accountable for all of these responsibilities. Often, a project manager
or subject matter expert can be assigned to learn and manage certain administrative functions. Once
each customer knows what its organisations needs/wants, and understands how to configure using our
tools, the customer can make most changes they would like.
Level of Customisation Permitted
Customers System Administrator will be responsible for setting up, configuring, and managing the
SuccessFactors application. Admin Tools, our system’s easy to use Administrative User interface, does
not require the costly customisations required of other applications. Source code does not need to be
changed, and no programming experience is required for clients to configure and maintain the
SuccessFactors application.
Upgrades
Since 2001, SuccessFactors has delivered over 120 product upgrades and enhancements, based on our
frequent and ongoing release cycle. Four releases occur throughout the year. 2012 releases will happen
in January, April, July, and October.
Customers will automatically receive these upgrades and enhancements when they are generally
released, for no additional cost. By default, almost all new system enhancements are turned off.
Customers have the choice of utilizing new product enhancements, or leaving the instance of their
application as-is.
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Training
During your implementation, there are administration and reports trainings available to you as a customer
at no cost through our community webinars. Through SuccessFactors University, we also offer a host of
custom training services for an additional fee targeting different user groups, including system
administrators, direct end users, HR partners, and business managers / executives. Please refer to the
“SuccessFactors University” document, attached, for additional information on our training services.
Successfactors
University.pdf
Training Courses
Administration Training - SuccessFactors offers an introductory training for those who will maintain and
administer the SuccessFactors application post-implementation. This two-hour webinar provides an
overview of the most commonly used functions under the Admin Tools tab, such as:
--Configuring the home page
--Working with user data
--Setting end-user permissions
--Setting up system notifications
--Managing forms and competencies
--Providing end-user support
Reporting & Analytics Training - SuccessFactors offers an introductory training for those who will
administer reporting functions for their organisation, including training others to use the reporting
functionality. This two-hour webinar provides an overview of the most commonly used reporting functions,
such as:
--Dashboards, list view, spotlight views, and classic reports
--The analytics center and spreadsheet reporting
--Setting up reporting permissions for various users
--Exporting and opening reports
Train-the-Trainer - Your Professional Services Consultant will partner with you to provide training for
those who will train end-users in the general functionality of SuccessFactors. This training might be
onsite or a webinar. Based on your needs, the workshop might cover:
--Access to and navigation of SuccessFactors
--Creating and cascading goals
--Completing an appraisal
--Basic dashboard and reporting functionality
--How to get help
--Roll-out plans, such as facilities, equipment, test user database
User Forums
SuccessFactors has actively built a strong customer community through regional and global user forums,
held throughout the year, including SuccessConnect, which is held multiple times per year.
SuccessConnect brings together thousands of SuccessFactors customers, industry analysts, alliance
partners, thought leaders, and technology experts to explore how individuals, technology and business
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strategy can combine to drive better people performance and business alignment and help accelerate
business execution--every day.
SuccessFactors’ user forums provide an opportunity for customers to engage with their peers and further
their ability to most effectively implement SuccessFactors technology throughout their organisation.
Performance and talent management initiatives are dynamic and always evolving which make the
interaction with SuccessFactors and peer groups important to the ongoing success of each individual
company.
SuccessFactors is committed to maintaining an open dialogue with all of our customers and encourages
all regional customers to enjoy and leverage our User Forum opportunities. By providing networking and
educational venues and by continually making our internal resources as available as possible, we ensure
that SuccessFactors’ customers receive the highest levels of service needed to drive true business
results within their organisations.
For details on SuccessFactors user forums and customer events, including schedules and agendas,
please refer to: http://www.successfactors.com/events.
LMS Training
SuccessFactors offers instructor-led and online training for the Learning Management Solution.
Administrator Training: Learning Management Core Topics
SuccessFactors offers a 5-day course which covers the following SuccessFactors Learning
Administration topics:

Introduction to SuccessFactors Learning Administration (includes working with Talent
Profiles): Through lecture and activities, this course is designed to instruct participants on basic
concepts and terminology, navigation, and searching in SuccessFactors Learning and is a
prerequisite for all other SuccessFactors Learning courses. This introduction course covers the
following topics: Introduction to SuccessFactors Learning; general access, navigation, and search
guidelines; Learning Needs Management model overview; SuccessFactors Learning terminology;
user records; and talent profiles.

Learning Needs Management: Through lecture and hands-on computer lab work, this course
teaches participants how to develop a working knowledge of the Learning Needs Management
model to implement in their learning needs management strategy. Participants use system
functions to create and modify items and curricula, learning assignments, and record learning
events. Learning Needs Management covers the following topics: Items; curricula; period-based
curricula; learning assignments; and recording learning events.

Scheduling Management: Through lecture, activities, and computer lab work, this course helps
participants gain basic, hands-on experience using system functions contained within
SuccessFactors Learning in order to schedule items, assign resources, and register users.
Scheduling Management covers the following topics: Scheduling overview; scheduled offerings;
segments; resources; registration; cancel scheduled offerings; record learning events; and copy
scheduled offerings.

Online Content Management:
External content can communicate user data to SuccessFactors in a number of ways - AICC,
SCORM, and SuccessFactors Native Tracking. This session explores each of these integration
methods. Special attention is given to import methods, common content integration issues, and
troubleshooting techniques.
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
Online Exams with Question Editor
The goal of this session is to assist administrators and course developers in creating and
configuring exams using objectives and questions created in Question Editor. Exams are used in
conjunction with online items for the purpose of assignment and completion.

Evaluations:Through discussion, demonstration, and hands-on computer lab work, this course
teaches participants the concepts and terminology associated with SuccessFactors Learning's
training evaluation feature. Participants develop a working knowledge of this model in order to
implement their training evaluation program, gain basic skills in how to use SuccessFactors
Learning to create and modify questionnaire surveys, associate surveys to items, and report on
survey results.
Working Smarter with SuccessFactors: Online Training
From the convenience of your desk, you can now participate in intensive, hands-on workshops that are
designed to hone your skills and bring them to the next level. With SuccessFactors' live online "Working
Smarter with SuccessFactors", your participation is as easy as the click of a mouse!
Our expert instructors will provide in-depth training and answer your specific questions. In addition, you
will have a hands-on opportunity to test your newfound knowledge.
Each workshop is synchronous and facilitated. The workshops are conducted via WebEx and will utilize a
live training site for any hands-on activities. Workshop access information will be emailed to you upon
registration confirmation.
New Administrators Training Program
The New Administrators Training Program is designed to get your new admins up to speed fast! This
program includes:




Introduction to SuccessFactors Learning Administration:
Through lecture and activities, this course is designed to instruct participants on basic concepts
and terminology, navigation, and searching in SuccessFactors Learning and is a prerequisite for
all other SuccessFactors Learning courses. This introduction course covers the following topics:
Introduction to SuccessFactors; general access, navigation, and search guidelines; Learning
Needs Management model overview; SuccessFactors Learning terminology; user records; and
talent profiles.
Learning Needs Management:
Through lecture and hands-on computer lab work, this course teaches participants how to
develop a working knowledge of the Learning Needs Management model to implement in their
learning needs management strategy. Participants use system functions to create and modify
items and curricula, learning assignments, and record learning events. Learning Needs
Management covers the following topics: Items; curricula; period-based curricula; learning
assignments; and recording learning events.
Scheduling Management:
Through lecture, activities, and computer lab work, this course helps participants gain basic,
hands-on experience using system functions contained within SuccessFactors Learning in order
to schedule items, assign resources, and register users. Scheduling Management covers the
following topics: Scheduling overview; scheduled offerings; segments; resources; registration;
cancel scheduled offerings; record learning events; and copy scheduled offerings.
Case Study Practice - A Day in the Life of a SuccessFactors Learning Admin:
This is a chance to "put it all together" and apply what you learned. You will work independently
to configure items, curricula, scheduled offerings, learning assignments, etc. to meet the business
requirements for a realistic scenario. The instructor will be standing by to check your progress
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Service Definition:
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and answer questions as needed. Take advantage of this opportunity to confirm your
understanding and practice your new admin skills.
Training Tracks:
New Administrator Training for SuccessFactors Learning version 6.3 and earlier
New Administrator Training for SuccessFactors Learning version 6.4 only
Who Should Attend:
All administrators on SuccessFactors Learning
Duration:
28 hours: 7 days, 4 hours per day
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Support & Service Management
Online Help Desk/Support Features
The following help resources and documentation are available to clients through the system.




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User Online Help, tutorial videos, and job aids - Product usage information for
employees and managers.
Admin Resources Page and tutorial videos - Product usage information for product
administrators.
Release Notes - Highlights of the enhancements made in each product release.
Customer Community Portal
In addition to our system tools, SuccessFactors offers a “Customer Community”
portal on its website. The SuccessFactors Customer Community brings together
valuable resources to further increase communication and help customers get the
most out of their SuccessFactors investment. The Customer Community includes the
following features for all members:

KnowledgeBase – A repository for a diverse collection of informational resources
available from SuccessFactors, such as support documentation, release notes,
training information, FAQs, marketing collateral and much more. The
KnowledgeBase can either be browsed by topic or searched with key words.

Discussion Forums – Message boards where customers can interact and share
information with each other, and with SuccessFactors. Technical and non-technical
SuccessFactors topics, Performance & Talent Management best practices, and other
general HR topics are discussed in the forums.

Case Management – A convenient link to Customer Success Case Management will
be accessible from the Customer Community. Case management allows customers
to log support cases online, and these cases are automatically entered into the
support system and made available for tracking through to successful resolution.

Upcoming Events – Events are posted to an online calendar where you can get a full
view of what is coming up, including training, webinars, trade shows, and demo days.
Click on any event in the calendar for full details including registration information
where appropriate.

Enhanced communication – The Customer Community includes several ways to get
in touch with SuccessFactors, including links to a Feedback forum, a “Contact Us”
form, and ongoing Community Surveys. Feedback is strongly encouraged so
SuccessFactors can continuously improve the customer experience.

Powerful site-wide search – Search all content in the Customer Community, including
forums and posted documents, to access the most relevant information needed.
Search results are returned by topic and sorted by relevance for easy browsing.
Service Definition:
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SuccessFactors has developed innovative, self-service and real-time support tools to assist clients
with their customer support needs. Clients are provided:

Two support levels: Premium and Platinum

Additional support options: Configuration and Administration Units

Multiple channels and resources for getting support how you want it, when you need it
Support Hours
Customer Success Hours of Operation (excluding holidays) is Monday- Friday 8:00 am - 6:00 pm Local
Time Zone
24 X 7 X 365 support for Priority 1 and Priority 2 Issues
Premium Support
We offer Premium support to every customer as part of your SuccessFactors’ subscription. Our Premium
support is designed to help you get real value out of your organisation’s SuccessFactors products. With
our premium support package clients receive:








Innovative features including live support chat, a helpful knowledge base, intuitive selfservice configuration tools and much more
Access to our Customer Community, peer discussion forums and educational resources
Invitations to our Customer Value Days and our annual SuccessConnect Conference
24 hour, 365 day support for business-critical (P1 & P2) issues
Assistance during normal business hours for non-critical (P3 & P4) issues
A secure, centralised support portal where you can create support tickets and manage and
track their status
Interactive customer feedback and training resources through our Value Improvement
Program (VIP), IdeaFactory and OneVoice programs
Complimentary newsletters and exclusive webinars
Platinum Support
Platinum customers are assigned a shared Support Account Manager (SAM) who, by the nature of their
proactive, one-on-one relationship with only a few customers, has an in-depth understanding of your
critical human capital management initiatives, culture and business objectives.
Your assigned SAM will provide increased continuity and regular communication, helping to ensure the
most efficient delivery of customer support. As your SuccessFactors partner, the SAM will work closely
with you throughout each event or process cycle. They will provide the shared guidance of the collective
Platinum Customer Success team to help you effectively plan ahead.
Your assigned SAM will provide increased continuity and regular communication, ensuring the most
efficient delivery of customer support. As your SuccessFactors partner, they will work closely with you
throughout each event or process cycle. They will provide the shared guidance of the collective Platinum
Customer Success team to help you effectively plan ahead.
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The SAM will provide:






Regularly scheduled review of open cases, important issues and top priorities
Proactive reviews of pending issues and escalations
Preparatory cycle planning meetings to provide advice and guidance
Regular support reviews conducted by the Customer Success leadership team
Customer Value and satisfaction feedback assessments
One on one explanations of new product updates and how they specifically apply to your
products
SuccessFactors will also provide the services of a Technical Resolution group which will provide technical
responses and resolution when needed. Their expertise is aligned with all SuccessFactors product
groups so client cases will be routed to team members who are the most knowledgeable about the
products they use. The team provides ongoing implementation and administration support, and
advisement on product capabilities as well.
Annual Review
Throughout the year, your accomplishments with SuccessFactors products are being assessed. This
culminates in an annual support review, which provides insight into your company’s use of
SuccessFactors products and gives our team an opportunity to suggest improvements by reviewing:



Business objectives, milestones and key concerns
System usage, end-user adoption and support case activity
Solutions to resolve roadblocks
Configuration and Administration Units
SuccessFactors has created a flexible and scalable support unit offering to meet any customer’s needs.
Configuration and Administration Units enable our team to help you with day-to-day or annual tasks.
As part of your subscription, you receive a base number of Configuration Units and can purchase more as
needed. Platinum support customers have the option of purchasing Administration Units.
Configuration Units
As part of your annual subscription, a base number of Configuration Units (CUs) are provided free of
charge. CUs can be used to have certain minor tasks completed, like modifications and duplications of
field permissions or forms and templates for field labels, titles and more. Additional CUs can be
purchased as needed.
Administration Units
Administration Units (AUs) are available for Platinum support customers and can be purchased as
needed. AUs afford you the flexibility of having SuccessFactors experts quickly perform tasks that your
administrators may not have time to do. AUs can be used for the following tasks:

General Administration - Tasks that involve end-users, document management and general
system related administrative action

Product Administration - Select activities and tasks associated with the administration of
your specific modules

End-User Management - Changes and modifications associated with end-user
administration and reporting rights, so your end-users have the security settings and
visibility to data fields that you want them to have

Workflow and Document Management - Management of or assistance with workflow
management of documents according to your requests and needs
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Support Procedures
During the Hosted Service configuration and up until “Go-Live”, Customer’s primary point of contact shall
be the SuccessFactors professional services organization or a SuccessFactors implementation partner,
as applicable. After “Go-Live” of the Hosted Service, Customer’s primary point of contact shall be
SuccessFactors’ Customer Success organization. Notwithstanding the foregoing, Customer shall be free
to contact SuccessFactors’ Customer Success organisation at any time after the Effective Date for
support services or to initiate CU and/or AU services.
SuccessFactors will respond to submitted support cases as follows:
Priority
P1
Definition
Urgent: The Hosted Service on the production system is
not accessible or operational.
P2
Important: (1) The Hosted Service on the production
system is operational but experiencing a major functional
loss that impedes transactions from being completed; or
(2) the development/test system is not accessible or
operational.
P3
Necessary: (1) The Hosted Service on the production
system is experiencing a functional loss that does not
significantly impede transactions from being completed but
that affects performance or User quality; or (2) the
development/test system is experiencing a major functional
loss that impedes transactions from being completed.
P4
Minor: (1) The Hosted Service has a cosmetic or other
minor error that does not affect its performance or
functionality; or (2) Customer questions regarding use of
the Hosted Service.
P5
Enhancement Request: Request for a new feature that
does not currently exist in the Hosted Service.
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Response Level
Initial response within one (1)
business hour of case being
submitted. The designated
Customer Contact will be
updated twice daily during
business days regarding
progress. Actions to resolve will
commence within one (1)
business hour.
Initial response within two (2)
business hours of case being
submitted. The designated
Customer Contact will be
updated daily during business
days regarding progress.
Actions to resolve will commence
within four (4) business hours.
Initial response within four (4)
business hours of case being
submitted. The designated
Customer Contact will be
updated weekly regarding
progress. Actions to resolve will
commence within two (2)
business days.
Initial response within one (1)
business day of case being
submitted. The designated
Customer Contact will be
updated upon request.
Requests will be logged and
evaluated in SuccessFactors'
sole discretion for inclusion in a
future release. The designated
Customer Contact will be
updated upon request.
Service Definition:
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Pricing
SuccessFactors pricing for its services is based on a per user/ per annum subscription fee (except for
Recruiting Marketing which is priced per total concurrent managed jobs at any one time / per annum.
The subscription fee is fully inclusive of all software licenses, hardware needed in the SuccessFactors
data centre, software upgrades, and software support. SuccessFactors runs in the user’s browser
environment, so there is no need for any additional on-site equipment (i.e. no capex required for the
solution).
SuccessFactors has priced its services to support the G-Cloud programme founding principles that the
Public Sector should be treated as one organisation for cloud services.
Volume discounts are embedded in the price as the user counts increase and also bundle discounts are
available. Therefore, please discuss your individual requirements with SuccessFactors so that we can
tailor a specific pricing proposal for your organisation.
Implementation services are scoped and delivered according to individual customer requirements on a
fixed price basis (pre-approved travel and expenses are in addition).
Premium customer support through SuccessFactors Customer Support (CS) – included with subscription
and includes case management via a queue.
Platinum Support is an additional charge.
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Ordering and Invoicing Process
This subscription license agreement includes the contractual terms for licensing SuccessFactors software
for use in an on-demand environment.
SuccessFactors will send invoices to the address nominated in each contract and contact provided by the
customer as per the payment terms and schedule defined in the order form.
Financial Recompenses Model for not
Meeting Service Levels
Any recompense model is covered by the standard terms and conditions.
Termination Terms
The services shall be provided for the number of “users” for the time period for which the Customer has
subscribed for the services, as detailed in the order form.
The general terms and conditions or applicable order form sets out the instances in which the parties may
terminate the subscription services prior to the contracted subscription term (e.g. non remedied material
breaches).
Customer may request to increase the number of “users” during the subscription term.
At the end of the contracted subscription term, the agreement shall automatically renew (for a term
specified in the order form) unless either party has provided the other with 45 days prior written notice to
the contrary.
Details of Any Trial Service
Not applicable at this time, but could be discussed as G-cloud specific services.
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Contact Us:
Headquarters
SuccessFactors, Inc.
1500 Fashion Island Blvd., Suite 300
San Mateo, CA 94404
www.successfactors.com
Local Address
1 Cavendish Place
1st Floor
London W1G 0QF
United Kingdom
Phone: 08450 742990