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    SAP Remote Support Guideline

    Uploaded by

    BharathMN
    1. The document provides guidelines for customers on ensuring secure remote support sessions with SAP, including specifying the correct system, allowing access via logon credentials in the incident, installing tools to allow remote control or viewing. 2. It lists measures like using unique user IDs and passwords, approving any system changes, and not using certain transactions unless necessary to maintain security and privacy. 3. The document references other notes and guidelines around remote access security standards and processes to help protect customer data integrity and confidentiality.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    SAP Remote Support Guideline

    Uploaded by

    BharathMN
    695 views3 pages
    1. The document provides guidelines for customers on ensuring secure remote support sessions with SAP, including specifying the correct system, allowing access via logon credentials in the incident, installing tools to allow remote control or viewing. 2. It lists measures like using unique user IDs and passwords, approving any system changes, and not using certain transactions unless necessary to maintain security and privacy. 3. The document references other notes and guidelines around remote access security standards and processes to help protect customer data integrity and confidentiality.

    Original Title

    2281599 - SAP Remote Support Guideline

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    1. The document provides guidelines for customers on ensuring secure remote support sessions with SAP, including specifying the correct system, allowing access via logon credentials in the incident, installing tools to allow remote control or viewing. 2. It lists measures like using unique user IDs and passwords, approving any system changes, and not using certain transactions unless necessary to maintain security and privacy. 3. The document references other notes and guidelines around remote access security standards and processes to help protect customer data integrity and confidentiality.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    695 views3 pages

    SAP Remote Support Guideline

    Uploaded by

    BharathMN
    1. The document provides guidelines for customers on ensuring secure remote support sessions with SAP, including specifying the correct system, allowing access via logon credentials in the incident, installing tools to allow remote control or viewing. 2. It lists measures like using unique user IDs and passwords, approving any system changes, and not using certain transactions unless necessary to maintain security and privacy. 3. The document references other notes and guidelines around remote access security standards and processes to help protect customer data integrity and confidentiality.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 3

    SAP Note

    2281599 - SAP Remote Support Guideline


    Component: XX-SER-NET-RCP (Remote Connectivity Program), Version: 14, Released On: 29.06.2022

    Symptom
    SAP Remote Support require a remote connection to the customer system.

    In order to keep the level of information security and data protection high, customers can contribute by considering the following
    instructions that help to ensure a safe and compliant remote support session.

    Solution
    SAP´s high remote support security standards help protect the availability, integrity and confidentiality of customer data and this note is
    intended to list all measures set by SAP to ensure a secure and compliant remote support to the customer system, enabling customers to
    be audit- compliant, with regards to security & data protection regulations.

    1.       Affected System must be exactly specified:

    Create incidents only for the affected system by specifying the correct customer number, Installation no. and System-ID.
    (Reason: Enables SAP Support to maintain log-on credentials in the Secure Area of the incident, ensuring a high level of password
    security.)
    Please provide a reproducible test case if possible only on a test or development system. Please only open a production system if
    the reproduction is only possible on the production system.
    Also mention the system number or system name, if your system landscape contains different systems having the same System-
    ID.
    Please be aware that if you or the analysis require to connect to a system which is under another installation number the SLAs for
    our actions will be always based on the contract which is assigned to the installation used for incident creation.

    2.       Allow access to relevant customer system:

    a)      Log-on data (User-ID & Password) to be used must be exactly specified in the Customer Remote Logon Depot of the
    incident:

    Store the user-ID and password in the Customer Remote Logon Depot for the incident. If a dedicated user should be used for the
    incident please specify the user ID in the incident.
    If a user-ID is already in use by another person, please provide SAP another user-ID upon reques.
    If the usage of Firefighter is requested and you want a specific Firefighter-ID to be used, please specify this ID in the incident
    accordingly.
    Best Practice is to create unique User IDs and Passwords for each connection, using a combination of upper and lower case
    characters, numbers and special characters, which make no reference to an individual person or name.
    Example User-ID: SAPUser$ and not JohnSmith

    b)      Changes in customer systems:

    If changes (customizing, done when reproducing the issue) are required on your systems please always specify the exact user-id
    in the incident.
    For changes on production or non – production systems (reproducing issue, customizing changes) please provide your written
    approval for it. This can also be done proactively.
    Template: “I herewith approve SAP to do the following actions on system <System-ID, Client, User-Id> and <specify what changes
    are requested or allowed as referred to in the incident, the attachment and described in the steps to recreate>”

    3.      Semi-Automatic Line Opener Program (LOP) should be installed.

    LOP (see note 797124 (/sap/support/notes/797124)) enables SAP to open service connections to your systems independently but
    in a controlled way, avoiding further inquiries to you on that topic.
    Where a connection failure occurs during a LOP connection, please expect a communication from SAP in order to resolve the
    problem and allow a connection to be established.

    4.     Screen Sharing:


            a) Support Scenario - Taking Control of Customer´s Screen
            In this case GoToAssist is the only approved tool and customers must maintain the GoToAssist - Full Control connection type
            b) Support Scenario - View Only 
            It is recommended that customers maintaintain the GoToAssist - View Only connection type for this purpose. However, additional
    tools are supported by SAP support as well. Please align the options available with the support
            engineer.

    5.      Customer specific dialog boxes with non-disclosure agreements:


             Please note that employees worldwide signed a Non-Disclosure-Agreement when joining SAP (Note 35493
    (/sap/support/notes/35493)).
             Please apply SAP Note 1671319 (/sap/support/notes/1671319) and either switch off the NDA-like dialog boxes or provide a written
    approval as stated in the SAP Note.

    6.      Transaction SM59:


             Due to the risks related with this transaction (see KBA 1845010 (/sap/support/notes/1845010) ) please don’t request SAP Support
    to use transaction SM59 for any remote connections. For exception, please also refer to KBA 1845010 (/sap/support/notes/1845010).

    7.      How to deal with personally identifiable information (PII) during remote logon:
             During the remote access / logon process it can happen that a Customer requests SAP Support to provide the full name / UserID
    etc. of an SAP Support Engineer.  
             Due to GDPR and SAP’s mandate is to protect personal data of its customers as well as its employees, SAP Support Engineers are
    not obliged to provide full names or related PII based on  
             SAP´s Data Protection and Security guidelines. Instead of full names, generic logon data will be submitted such as:
             First Name: SAP
             Last Name: Support
             ... or any other personally ‘anonymized’ logon data.

    If the customer asks for a Phone Number or Email address, the following will be provided by SAP Support:

    Phone number: https://support.sap.com/en/contact-us/phone.html (https://support.sap.com/en/contact-us/phone.html)

    Email address: https://go.support.sap.com/contactus/#/email (https://go.support.sap.com/contactus/#/email)

    References:

    Support Portal for Remote Support: https://support.sap.com/remote-support.html (https://support.sap.com/remote-support.html)


    KBA 1773689 (/sap/support/notes/1773689) – How to add logon credentials securely to an incident - SAP ONE Launchpad
    (Support Portal)
    Note 984434 (/sap/support/notes/984434) – How to speed up customer incident processing
    Note 35010 (/sap/support/notes/35010) – Service Connections: Composite note/overview
    KBA 2124588 (/sap/support/notes/2124588) – SAP’s Screen Sharing Guide
    Note 35493 (/sap/support/notes/35493) – Confidentiality, Secrecy, and Data Security Obligations
    KBA 1671319 (/sap/support/notes/1671319) – Remote logon to customer systems: NDA-like dialog boxes

    Manual Activities

    Attributes
    Key Value

    Other Components XX-SER-NET (Network connection)


    This document is referenced by
    SAP Title
    Note/KBA

    3043644 Important information for contacting SAP support about any Ariba integration related problem (buying side)
    (/sap/support/notes/3043644 )

    3008407 How to create the perfect case for Industry Solution - Oil & Gas - Downstream (IS-OIL-DS and sub components)
    (/sap/support/notes/3008407 )

    3033103 Information required for initial analysis of Performance Issues in ABAP System (/sap/support/notes/3033103 )

    2829985 SAP Enable Now Remote Access for Support (/sap/support/notes/2829985 )

    2756299 Seeing a "Connections are currently closed" or "access data is not maintained" message while creating or updating
    incidents - SAP ONE Support Launchpad / SAP for Me (/sap/support/notes/2756299 )

    2751671 Where can you find partner resources for SAP Analytics Cloud (SAC) to learn, test, demo and sell it more effectively?
    (/sap/support/notes/2751671 )

    2497921 How to find your User Assistance for SAP ASE in a Business Suite Environment (/sap/support/notes/2497921 )

    2569847 Where can you find user assistance (help) for SAP Analytics Cloud to use, configure and operate it more effectively?
    (/sap/support/notes/2569847 )

    2529867 How to create perfect incident for R/3 ATP issues (/sap/support/notes/2529867 )

    2500000 How to find your User Assistance for SAP Supplier Relationship Management (SAP SRM) (/sap/support/notes/2500000 )

    2537535 Windows Terminal Server Connection for SAP Business Client 7.70 (/sap/support/notes/2537535 )

    2151502 How to create the perfect incident for SCM-ICH component and subcomponents (/sap/support/notes/2151502 )

    2475741 How to create the perfect incident for SCM-APO-INT-SLS component and subcomponents (/sap/support/notes/2475741
    )

    2704135 SAP Customer Profitability Analytics - How to provide technical information for support (/sap/support/notes/2704135 )

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