Edenhouse Solutions

SAP SuccessFactors

Implementation and support services for cloud based HR, Payroll & Talent Management solutions.


  • SaaS based HR & Talent Management Solutions
  • Built-in Dashboard reporting
  • Mobile functionality as standard
  • Quarterly innovations
  • Self-Services


  • Access online anytime and anywhere
  • Access via Mobile devices
  • Fully integrated HR and Talent solutions
  • Integrate with any system
  • Real Time data


£0.75 per unit per month

Service documents


G-Cloud 11

Service ID

1 5 5 1 7 0 0 0 0 9 9 8 1 4 4


Edenhouse Solutions

Philip Cartwright

+44(0) 330 058 6020


Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to SAP ECC , SAP S/4 HANA
Cloud deployment model Public cloud
Service constraints As a cloud based solution you can configure it many ways to make it customer specific, but cannot bespoke the core platform (i.e. change the underlying system code).
System requirements
  • Subscription based licensing applies
  • SuccessFactors is hosted in SAP data centers based on region

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support Services are available through Edenhouse (8am - 6pm, Monday to Friday)

SAP SuccessFactors provide software support 24/7 through their global online customer portal. Response times/SLA's are dependant on priority of the call.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Edenhouse provide support for all SAP products for both technical and functional support. Our support model is time based with time called off in 30 minute increments against an agreed number of days with each day being 7.5 hours. All of our UK based support consultants are senior level with an average of 16 years’ experience across the teams and so we have one charging rate for all consultants as well as a management fee depending on the size and scale of the required model - such as if additional services are request like out of hours support or system monitoring. A named account director and named service delivery manager are assigned to all of our support accounts. Both these individuals perform roadmap planning, and monthly reviews with each of our customers whilst also ensure SLA compliance.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Project support provides all required training in the form of knowledge transfer to business process leads.
All SuccessFactors clients also have access to the online 'Customer Community' which contains numerous resources from training documents to forums and videos.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction All data can be extracted into external files using report and built-in export tools.
End-of-contract process As a SaaS based offering SuccessFactors provide full technical support and maintenance of the systems within their data centres. This includes all upgrades (performed on a quarterly cycle), bug fixes etc. An exit plan will be determined on a case by case basis, with steps and charges discussed and mutually agreed.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Most features are similar with both methods - there are some gaps depending on specific HR solutions
Service interface No
Customisation available Yes
Description of customisation SuccessFactors can be customised within the boundaries of the available configuration. This includes for example creating custom screens, forms, workflows, rules.
All customisations are performed through front-end configuration steps - no coding or program language required


Independence of resources As a cloud based and multi tenanted solution, SAP SuccessFactors data centres are continually monitored by SAP engineers to ensure services are always operating as required. Contractually SuccessFactors systems are available for 99.5% of the time.


Service usage metrics Yes
Metrics types Through the SAP Enterprise Support Report (cloud edition) provides a simple, integrated and comprehensive overview of support statistics for each individual customer, their incidents, contracts, license compliance, systems and availability, usage, performed maintenance and more.
Reporting types
  • Real-time dashboards
  • Regular reports


Supplier type Reseller providing extra support
Organisation whose services are being resold SAP SuccessFactors

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Reporting tools or standard export tools - depending on the data
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks All SAP Cloud systems are configured to use secure communication in accordance with the protection requirement of the transmitted uses at least 128-bit symmetric key or 2,048-bit asymmetric key, as well as strong and internationally recognized algorithms.
Client media encryption Device encryption is required for storage on laptops, information. Suitable measures for securing the exchange of information are used. For strong encryption methods and keys, SAP desktops and mobile devices if used for the storage of data classified “confidential” including Customer data. By default, all SAP laptops and PCs are supplied with an encrypted hard drive.
Data protection within supplier network Other
Other protection within supplier network SuccessFactors applications employ several security measures :
• Protection of insider threats with encryption through a 128-bit or higher TLS connection.
• Avoidance of risky plug-ins by using browserbased administrative functions, such as password resets.
• Guard against “phishing” and “pharming” by using email encryption and regular virus scans.
• Protection against improper logins by requiring user logins each time the application is opened, with a one-way salted hash based on current encryption or Customer controlled Single Sign On (SSO). logins.
• Providing best practice security at all levels: function, transaction, field, data

Availability and resilience

Availability and resilience
Guaranteed availability The SuccessFactors platforms are contractually available to customers for 99.5% of the time. Any potential refunds would be managed on a case by case basis directly with SAP
Approach to resilience Available on request to SAP SuccessFactors
Outage reporting All data centre outages are reported via emails to designated customer contacts and through the customer support portal you can view dashboards on service stats and availability.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
Other user authentication Single Sign-on (SSO)
Access restrictions in management interfaces and support channels Granting system access whether through direct access for business users, support personnel or via interfaces is under the direct control of the authorized administrator. They oversee administration and activity within SuccessFactors, including the maintenance of login ID's and user permissions within the system.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 British Assessment Bureau
ISO/IEC 27001 accreditation date 26.02.2016
What the ISO/IEC 27001 doesn’t cover The scope for Edenhouse Solutions ISO27001 accreditation is SAP Support, Enhancements and Projects. What is currently out of scope and therefore not included are the following areas
Key management – we do not have a policy on the protection of cryptographic keys as we currently do not use these.
Working in Secure areas – We currently have no procedures for working in secure areas as Edenhouse do not have any secure area working currently.
Secure development policy – Rules for the development of software are not in place as Edenhouse does not currently develop software.
Restrictions on changes to software packages. Currently no procedures in place as we do not develop software.
All of the above would be reviewed and policies created should they come into scope for Edenhouse.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes All of our security policies are strictly aligned to ISO27001 Standards. Our Consultants access our SuccessFactors customers' systems via secure https connections that require a unique user ID and password. Any email communications are encrypted. Edenhouse is accredited to the 'Cyber Essentials Plus' standard for all its networks and infrastructure.

Reporting Structure:
Our Chief Information Security Officer is Delivery Director Ian Fisher. Beneath him is our Information Security and Cyber Essentials Team. They ensure that our users adhere to our security policy and processes and these are audited on a regular basis. Each SuccessFactors customer has an Account Director and Service Delivery Manager. The HCM team has a Principal Consultant and Team Lead.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach The SuccessFactors solutions are updated and innovated quarterly and all changes to the solution are delivered as a combination of optional features and mandatory corrections/features.
All changes are tested thoroughly by SuccessFactors before being released to customer instances, and all updates are applied first to a preview instance 30 days prior to the release into production. This allows for customers to carry out testing themselves against business processes and identify any potential issues before application to the live environment.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability scans are performed at a minimum four (4) times a year, to ensure controls are met in compliance and certification audits.
SAP ensures the usage of an adequate internal or external CERT advisory service for information about new security threats. All security incidents are submitted and SAP follows escalation procedures. The security incident management process is aligned with ISO/IEC 27035:2011 principles.
Infrastructure security patches (OS, hypervisor, etc.) are applied by the Security Patch Management process. Application- and DB Security Patches are applied by the Cloud Maintenance process
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach SAP has Security Information and Event Management systems (SIEM) for analysis, reporting and alerting. All critical systems and infrastructure components within the SAP Cloud need to log relevant data, which is stored for a minimum of six (6) months. This is ensured via the security configuration compliance checks and event monitoring. General security monitoring is performed 24x7 for all activities. Resulting warnings and alerts are processed via ticketing system and critical events are handled according to the incident management process
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach All security incidents are submitted to formal event reporting and SAP follows escalation procedures based upon nature and scope of an incident. SAP leverages security incident management processes to enable the restore of service operation as fast as possible, to minimize the adverse impact on business operations, quickly controlling vulnerabilities. Security incidents are monitored and tracked in cooperation with defined communication channels until resolved. A Breach is a confirmed security incident in which sensitive, protected, personally identifiable information (PII) or confidential data is: exposed, transmitted, copied, viewed, stolen or used by an individual or a group unauthorized to do so.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £0.75 per unit per month
Discount for educational organisations No
Free trial available No

Service documents

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