Remote Connectivity Infrastructure

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1 Remote Connectivity Infrastructure SAP Active Global Support & Maintenance Go-to-Market November 2014 Public

2 Remote Connectivity Infrastructure Table of Contents Introduction General Architecture SAProuter Connection Types Main Connection Types in Operation Remote Connectivity in Operation How-to Guide Summary 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 2

3 Introduction Remote Connectivity Infrastructure

4 Key Enabler of the Evolution of SAP Support Continuous Improvement Accelerated Innovation SAP ONE Support Total cost of operations Remote Support Infrastructure Mission critical support and performance Cloud and On-Premise Time 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 4

5 SAP Customer Enabling the SAP Control Center Framework for Hybrid Solutions Innovation Control Center Operations Control Center Build SAP like a factory Run SAP like a factory Reduce implementation cost Reduce time to value ICC OCC Improve business continuity Higher degree of automation Smoothen transition to operations Better business performance Avoid unnecessary modifications Reduce total cost of operations Integration Validation Mission Control Center Enhanced Back Office Direct access to unmatched expertise from SAP MCC Cloud and On-Premise Leveraging the entire SAP ecosystem Faster issue resolution 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 5

6 General Architecture Remote Connectivity Infrastructure

7 SAP Clients SAP Proxy STFK Low Level Tools SAProuter SAProuter SAProuter SAProuter Simplified Representation of the SAP Service and Support Architecture SAP Service and Support Backbone Network VPN Customer Back-End Application Server Farm Launch Call Back Remote Connectivity Framework (STFK) SNC Provider TCP/SAP NI Any Database Server SAP Web Application Server SAP HANA DB-Server WTS Server Citrix Server TCP/SAP NI Customer owned VPN Telnet Server SSH Server SBOB Server B1 Server Any TCP based server 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 7

8 Usage per Primary Remote Service Connection Type SAPSERV1 (Worldwide) VPN SAPSERV2 SNC (Worldwide) SAPSERV3 (EMEA): ISDN, X.25, Service Provider SAPSERV4 (Americas) ISDN, Frame Relay, Service Provider SAPSERV5 (Japan) ISDN, Service Provider SAPSERV7 (Asia Pacific) ISDN, Service Provider, VPN SAPSERV9 SNC (Asia) SAPSERV10 (China) Service Provider SAPSERV4, PHL SAPSERV1, WDF SAPSERV2, WDF SAPSERV3, WDF SAPSERV7, SIN SAPSERV9, SIN SAPSERV5, TYO SAPSERV10, SHA 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 8

9 SAP Clients SAP Proxy STFK Low Level Tools SAP Service and Support Architecture SAP Service and Support Backbone Customer system data from the SAP Support Portal will be replicated into the SAP Service and Support Backbone Launch Call Back Remote Connectivity Framework (STFK) TCP/SAP NI Remote logon credentials can be easily maintained for each connection within the Secure Area in the SAP Support Portal SAP provides a detailed logging functionality the so called system logbook in the SAP Support Portal were the customer can see an overview of all remote access related entries for each maintained system 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 9

10 SAProuter SAProuter SAProuter SAProuter Simplified Representation of the SAP Remote Support Delivery Architecture The SAProuter is a proprietary SAP software product which acts as an application level gateway Network VPN Connections between SAProuters can be encrypted Operates in the actual logical communication channel between the participating systems SNC It simplifies the configuration of the different connection It is also used to monitor the communication between the customer server and the associated front-end computers Provider TCP/SAP NI Multiple SAProuters can be used Customer owned VPN 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 10

11 Simplified Representation of the SAP Remote Support Delivery Architecture SAP provide more than 30 different connection types for customer Use exactly the type of connection that is required to ensure a secure connection and thereby meet your security requirements Customer Back-End Application Server Farm Any Database Server System connections can be easily maintained and operated in the SAP Support Portal SAP Web Application Server SAP HANA DB-Server WTS Server Citrix Server Telnet Server SSH Server SBOB Server B1 Server INTERNET Any TCP based server 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 11

12 SAP Solution Manager Netviewer HTTP Connect Remote Desktop Remote Connection Types SAP Active Global Support SAP Hana Database SSH TREX/BIA JDBC/ODBC BW RFC Citrix VNC R/3 Support SAP NI Remote Debugging PC Anywhere Customer SAP Applications Secured Remote Connectivity SAP provides more than 30 different Remote Connection Types to support our customer with the flexibility they need SAP SE or an SAP affiliate company. All rights reserved. Public 12

13 Main Connection Types in Operation Remote Connectivity Infrastructure

14 Most Common Connection Types We provide excellent support for our customers, with over 11 million remote connections in the last year. The ability to connect to almost all of our customers remotely worldwide at any time in a secure and controlled way is a major differentiator for SAP compared to its competitors. R/3 Support SAP Note HTTP Connect UrlAccess SAP Note Windows Terminal Server SAP Note SAP HANA Database SAP Note Citrix GoToAssist SAP Note JDBC/ODBC Connection SAP Note The TOP 4 remote connection types which covered about 70% of remote connections in 2014 SAP HANA Database R/3 Support HTTP Connect UrlAccess Windows Terminal Server 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 14

15 Most Common Connection Types Examples 1. No SAProuter Citrix GoToAssist Connection via Cloud infrastructure (Full Access/View Only) Internet SSL Internet SSL SAP Support Citrix 1. Start session GoToAssist 2. Join session Customer 2. SAProuter based Netviewer Connection via SAProuter enabled client (Full Access/View Only) SSL Secured remote connectivity SAP DMZ 1. Start session Netviewer Server 2. Open connection and join session 3. SAProuter based R/3 Support Connection via SAProuter enabled client (SAP GUI based connection) 2. Start remote connection Secured remote connectivity 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 15

16 Remote Connectivity in Operation Remote Connectivity Infrastructure

17 Prerequisites for a Remote Connection In order to remotely connect to customer s infrastructure, there are some prerequisites that need to be addressed. While availability of master data is part of the migration process, all other steps require actions by the customer. Prerequisites for remote connection and support: Master data must be available (e.g. customer number, contract data, product versions, installation numbers) SAProuter must be installed, configured and registered with SAP (SAP Note 28976) System data must be maintained and/or migrated corresponding SAProuter(s), servers with host / IP address Remote connections must be configured services must be activated / booked configured with the right ports and opened 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 17

18 First Steps to Establish a Remote Support Connectivity to SAP (a) 1. Use existing or create a new S-User for the SAP Support Portal ( Select Remote Support to navigate to the SAProuter installation package SAP SE or an SAP affiliate company. All rights reserved. Public 18

19 First Steps to Establish a Remote Support Connectivity to SAP (b) 3. Select SAProuter: Software for remote access SAP SE or an SAP affiliate company. All rights reserved. Public 19

20 First Steps to Establish a Remote Support Connectivity to SAP (c) 4. Select the Download Software button on the right side of the screen SAP SE or an SAP affiliate company. All rights reserved. Public 20

21 First Steps to Establish a Remote Support Connectivity to SAP (d) 5. After selecting the Download Software button on the previous screen you will be forwarded to the download repository. 6. There you have to select the operation system for which you would like to install to software. Video Tutorials SAProuter for Windows 5 Installation: Registration: 6 Configuration: SAP SE or an SAP affiliate company. All rights reserved. Public 21

22 How-to Guide Remote Connectivity Infrastructure

23 Communication Paths CCOE View Customer Lines of Business Customer Customer Center of Expertise / IT SAP Support Portal SAP Support Support Experts Maintain system data and remote connections Raise incident message at SAP Initiate remote connection by opening connection / system Log system opening into system log book which is available to customer Provide logon credentials in secure area Access customer system via remote connection and provided credentials Log system access into logbook which is available to customer Analyze the problem and update the incident message Check and implement recommendations to correct the problem Close the connection / system Close the incident ticket at SAP Log system closing into logbook which is available to customer 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 23

24 System Data Application in SAP Support Portal (a) SAP SE or an SAP affiliate company. All rights reserved. Public 24

25 System Data Application in SAP Support Portal (b) SAP SE or an SAP affiliate company. All rights reserved. Public 25

26 System Data Application in SAP Support Portal (c) SAP SE or an SAP affiliate company. All rights reserved. Public 26

27 System Data Application in SAP Support Portal (d) 5. View logbook 5 6. Opening / closing of accepted service types 6 7. Activation and configuration of service types SAP SE or an SAP affiliate company. All rights reserved. Public 27

28 Exemplary Logbook Entries in SAP Support Portal Via the download button the log can be exported to an excel sheet for further processing 4 i 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 28

29 Summary Remote Connectivity Infrastructure

30 How You Benefit from the Remote Connectivity Infrastructure Use SAP Support Portal and the SAP Solution Manager application management solution to manage the operational tasks involved in maintaining your SAP software system Use standardized processes for effective incident message processing and gain access to a range of self-help tools that facilitate problem resolution Make use of remote services that contribute to maintaining the technical robustness of your software systems Enable remote analysis of your installations, in order to speed up interaction with support Avoid critical situations by proactively sending information on your system status to SAP Enables you to keep your systems up-to-date 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 30

31 2014 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forwardlooking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions SAP SE or an SAP affiliate company. All rights reserved. Public 32

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