SAP SuccessFactors Support and AMS
CloudCare
Ticket-Level Time Entry (Foundation)
Consultants log time directly against approved tickets
SAP SuccessFactors AMS (Application Management Services) is ongoing post-implementation support that keeps a SuccessFactors environment stable, compliant, and current with SAP’s bi-annual releases.
TSP’s CloudCare delivers this support across four tiers — from daily incident resolution to strategic HCM roadmap advisory — with real-time billing transparency and a 97% client retention rate.
CloudCare was created by TSP’s HR experts to help SAP SuccessFactors customers meet the process, data and legislative requirements they face throughout the year. HR teams face constant demands on resources and data. CloudCare helps customers meet these demands while ensuring process and data accuracy.
What does SAP SuccessFactors AMS Include?
Four layers of service coverage.
CloudCare isn’t a single-tier helpdesk. It’s a structured framework that covers everything from day-to-day incidents to long-term strategic guidance.
01
Foundation
Standard CloudCare Services
The operational baseline — incidents, configuration fixes, how-to support, and processing assistance to keep your system stable every day.
- Incident investigation and resolution
- Configuration and admin support
- Multi-language, multi-channel ticketing
- UAT and production validation
02
Growth
Continuous Improvement
Iterative enhancements within contracted hours that optimize your HCM configuration, close gaps, and build on new functionality over time.
- Scope and effort-controlled change requests
- Functional specification sign-off
- Structured CR quotation and approval
- Post-deployment hypercare
03
Enablement
Adoption & Assessment
Structured guidance on new SAP and WFS releases, readiness testing, and organizational enablement to maximize your investment in every update.
- SuccessFactors universal release regression
- WFS release notifications and optional CRs
- Feature adoption webinars
- Preview and production UAT support
04
Advisory
Strategic Services
Architecture, roadmap planning, and complex delivery for high-priority initiatives — managed with TSP’s PMO when demand exceeds 90 hours.
- HCM roadmap advisory
- BTP and integration architecture
- PMO oversight for large CRs (>90 hrs)
- TSP Labs innovation access
CloudCare Dashboard and Time Tracking
24 x7 visibility | Actionable control
Real-time visibility, cost control, and billing transparency
Why choose TSP CloudCare for SAP SuccessFactors Support
Built for stability and growth — not just tickets.
CloudCare combines enterprise AMS discipline with an embedded innovation engine, so your HCM platform runs clean today and stays ahead tomorrow.
AMS Expertise & Governance
Clear accountability structures, performance tracking, and continuous improvement cycles that keep your service on track — not just reactive.
End-to-End HCM Ecosystem
SAP SuccessFactors, Workforce Software, BTP integrations, and custom extensions — all covered under one service umbrella.
Embedded Innovation
TSP Labs delivers proprietary SAP Store-certified accelerators — tools like TSP Clock-In, DocuSign EC integration, and more — available exclusively to CloudCare clients.
Full Transparency
Real-time consumption dashboard, bi-weekly hour reports approved before invoicing, and ticket-level time tracking. Zero billing surprises.
Knowledge Governance
Structured knowledge transfer between consultants means your service never depends on a single person. Continuity is built into the model.
Cost-Efficient Nearshore Model
High-quality SAP support fully aligned to U.S. business hours, at a fraction of onshore rates — backed by TSP’s six global delivery centers.
How We Deliver
A delivery model built for zero surprises.
Every engagement runs on the same structured framework — standardized, auditable, and designed to scale.
Single Source of Truth
All tickets, approvals, time entries, and SLA tracking live in one system. Status and ownership are always visible.
Test Evidence on Every Fix
Unit testing evidence, steps to reproduce, root cause analysis, and screenshots accompany every resolution before UAT.
CR Approval Before Work Starts
No change request begins without a signed-off quotation covering scope, hours, and financial cost.
Real-Time Hours Dashboard
Consumption visible 24/7 at ticket level with filters and export. Invoices only ever match pre-approved hours.
Institutionalized Knowledge
Every resolution becomes a knowledge article. Your service never resets when a consultant changes — context carries forward.
ISO 27001 Security
Certified security practices across all service operations — protecting your HR data at every layer.
Learn how TSP takes a consultative approach to SAP SuccessFactors Support
Real-life Success Stories
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Ravi2025-06-03 12:22:052025-08-04 19:52:41SAP S/4HANA Upgrade for one of the World’s Largest Apparel CompanyFrequently Asked Questions
What is SAP SuccessFactors AMS (Application Management Services)?
SAP SuccessFactors AMS refers to ongoing, post-implementation support that keeps a SuccessFactors environment stable, compliant, and optimized. It covers incident resolution, configuration support, release testing, and continuous improvement — distinct from the one-time work of an initial implementation project.
How is SAP SuccessFactors support different from implementation services?
Implementation is a defined project that configures and deploys SuccessFactors for the first time. Support and AMS begin after go-live and continue indefinitely, covering day-to-day incidents, bi-annual release testing, configuration changes, and long-term roadmap planning as the system and business evolve.
What does TSP’s CloudCare include across its four service tiers?
CloudCare covers four layers: Foundation (incident resolution and configuration support), Growth (continuous improvement within contracted hours), Enablement (release readiness and adoption support), and Advisory (roadmap planning and architecture for high-priority initiatives). Clients can operate within one tier or move fluidly between them as needs change.
How does SAP SuccessFactors bi-annual release testing work with CloudCare?
CloudCare’s Enablement tier manages SuccessFactors universal release regression testing ahead of each SAP release cycle, along with WorkForce Software release notifications, feature adoption webinars, and structured UAT support in both preview and production environments — so new releases don’t introduce unexpected downstream issues.
How is CloudCare billed, and how is time tracked?
Consultants log time directly against approved tickets, visible in real time through a 24/7 online dashboard with filters by period, type, requester, and status. Consumed hours are reported and approved by the client on a monthly or bi-weekly basis before any invoice is generated, so invoices only ever reflect pre-approved hours.
What is the difference between CloudCare’s Foundation tier and Advisory tier?
Foundation covers the operational baseline — incidents, configuration fixes, and day-to-day processing support. Advisory sits at the opposite end, providing HCM roadmap guidance, BTP and integration architecture, and PMO oversight for large change requests exceeding 90 hours. Most clients start in Foundation and layer in Growth, Enablement, or Advisory as needs grow.
Does CloudCare cover Workforce Software and BTP integrations, or only core SuccessFactors?
CloudCare covers the full HCM ecosystem — SAP SuccessFactors, Workforce Software, BTP integrations, and custom extensions — under a single service umbrella, rather than requiring separate support contracts for each system.
How long does it take to onboard onto CloudCare support?
Onboarding timelines vary by scope and existing system complexity. TSP’s team conducts a structured knowledge transfer process during transition so support continuity isn’t dependent on any single consultant. Contact TSP directly for a timeline specific to your environment.
Ready to stabilize and grow your HCM platform?
CloudCare clients average 8.5/10 satisfaction and 97% stay. Let’s talk about what that looks like for your organization.
