Maintenance Services

We provide maintenance services for the full SAP SuccessFactors product line as well as SAP HCM organization, personnel, payroll, and attendance systems. We help our customers continuously improve application functionality, enhance user satisfaction, and create greater business value.

1. Maintenance Service Content

SAP SuccessFactors Employee Central

Standard Picklist, MDF Picklist changes
Field and attribute changes
Rule changes
Workflow creation and functional verification
Feature on/off configuration
Dynamic group configuration
Permission role changes
Permission group changes
Permission grant changes
Report adjustments

SAP SuccessFactors Onboarding

Onboarding process adjustments
New employee data collection field adjustments
Organization/position sync issue investigation
Personnel data attachment FTP sync issue investigation
Picklist changes
Field and attribute changes
Email notification template changes
Report adjustments

SAP SuccessFactors Recruiting

Recruiting permission role changes
Recruiting permission group changes
Job requisition workflow adjustments
Offer approval workflow adjustments
Offer approval template adjustments
Offer letter content adjustments
Recruiting notification email template adjustments
Candidate information template adjustments
Report adjustments

SAP SuccessFactors Goal & Performance

Employee relations, process standards
Rating scales, KPI library, email reminders
Goal cascading, alignment, entry, OKR, goal review
Plan deployment, process adjustments, task tracking, feedback
Multi-level evaluation, matrix evaluation
Distribution calibration, appeal confirmation, performance interviews
Results viewing, report analysis

SAP SuccessFactors Succession & Development

Talent review process adjustments
Talent information field adjustments
Talent pool adjustments
Career development template adjustments
Career development process adjustments
Competency library adjustments
Report adjustments

SAP SuccessFactors Compensation

Compensation review process adjustments
Compensation template adjustments
Compensation logic adjustments
Compensation statement format and field adjustments
Compensation permission role adjustments
Compensation permission group adjustments
Report adjustments

SAP SuccessFactors Learning

Approval workflow adjustments
Notification template adjustments
Permission adjustments
Report adjustments

SAP HCM Organization Management

Organization infotype enhancement and adjustments
Organization data batch upload program maintenance
Organization-related report maintenance

SAP HCM Personnel Administration

Infotype enhancements
Field adjustments
Option adjustments
Personnel report changes
Data batch upload platform maintenance
Email reminder platform

SAP HCM Time Management

Shift changes and adjustments
Time calculation rule adjustments
Time clock data reading interface
Time report maintenance
Exception alerts

SAP HCM Payroll

Wage type changes and adjustments
Social insurance rule changes and adjustments
Payroll calculation rule adjustments
Payroll report maintenance

SAP HCM Authorization Management

Parameterized authorization and structural authorization
SAP HCM role creation and changes
SAP HCM account creation and permission adjustments
SAP HCM account unlock, password reset
SAP HCM transport request changes

SAP HCM System Monitoring & Tuning

Regular system monitoring and performance tuning
System backup strategy review
System upgrades

2. Service Methods

Service Method	Description
Phone/Email/Chat Support	Accept customer fault reports and service requests, respond to customer needs in real-time.
Remote Support	When customer systems encounter issues, with customer authorization, support consultants diagnose and troubleshoot systems via remote login.
On-site Support	When on-site consultant work is required, consultants provide on-site service. Application consultants arrive at customer sites within specified timeframes for fault diagnosis and resolution.

3. Service Level Agreement (SLA)

Priority	Urgency	Definition
P1	High	Sudden incidents severely affecting system module usage and impacting daily business operations
P2	Medium	Independent errors occurring during daily operations that do not affect subsequent normal business operations
P3	Low	1) Simple adjustments or application support needed that do not affect user online usage 2) Such as new business process configuration, report information adjustments, etc. 3) New requirements (CR)

4. Service Deliverables

Deliverable	Description
Maintenance Issue Log	Record of all issues/requirements collected during maintenance process
Operations Manual	Key problem resolution steps and methods during maintenance
Configuration Documentation	Detailed system configuration and description (including workbook, data dictionary)
Functional Specification	Detailed functional design description for customization and interface development
Technical Documentation	Detailed technical description for enhancement development