Remote Access for Partners to Customers Landscape

SAP Support Infrastructure

March 2011

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Remote Access to customers network

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SAP Global

Service

Backbone

Remote access interlinks customers network with SAPs backbone and accelerates issue resolution and delivery of support services and reduces costs.

Security issues are covered

Customer has full control and opens connections

Every remote connection to a customer system is logged

Various encryption mechanisms are available

SAP customers have to establish a remote connection once

2011 SAP AG. All rights reserved. 3

Remote Access is extended to partners using SAP

Solution Manager

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SAP Global

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Backbone

Remote access capabilities have been extended to partners

Using SAP Solution Manager partners can get access to customer systems

Following connection types are available: Security issues are covered

SAP GUI connection

Netviewer (tool offering collaboration and application sharing capabilities)

http access (planned)

2011 SAP AG. All rights reserved. 4

Partners Remote Access to Customers Network

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SAP Global Service

Backbone

SAProuter

SAProuter

Security issues are covered for

SAP GUI connection Netviewer http access (planned)

Remote access capabilities have been

extended to partners

Using SAP Solution Manager partners can

get access to customer systems

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Preview: Access to logon details and customers system data information I

Partner works on Incident Action Show Customer Data

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Customers contact persons, technical details /system data)

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Display customers logon details

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Remote Connection to customers system I

1) Partner works on Incident Action Customer Connection via SAP Service Backbone

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Remote Connection to customers system II

2) Partner connects to SAP Service Backbone and can view open service connection

3) Partner selects connection type - Connection to customer is established

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Remote Connection to customers system III

3) Partner selects connection type - Connection to customer is established

SAP GUI Netviewer

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How to set-up Remote Connection for Partners

Prerequisites for SAP Partners:

SAP Solution Manager SP15

Remote connection from partner to SAP via SAProuter sapserv1 (only VPN supported, see details at http://service.sap.com/access-support) (connection customer to SAP may be any)

Required configuration steps:

Configure SAP Solution Manager:

see details in Note 1124718 - ISV/VAR: Connection to end customer as of SolMan

4.0 SP15

Contact SAP:

Create ticket at component XX-SER-NET-SGT with Short Text Customer access for partner via SAP Service Backbone

Provide public SAProuter IP address which is used for access to SAP Service Backbone.

Thank You!