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
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