Remote Connectivity Infrastructure
SAP Active Global Support & Maintenance Go-to-Market
November 2014
Public
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
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Introduction
Remote Connectivity Infrastructure
Key Enabler of the Evolution of SAP Support
Accelerated
Innovation
SAP ONE
Support
Continuous
Improvement
Total cost
of operations
Remote
Support
Infrastructure
Mission critical
support and
performance
2007
2008
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Cloud and
2009
2010
2011
2012
2013
On-Premise
Time
2014
2014
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Innovation Control Center
Operations Control Center
Build SAP like a factory
Run SAP like a factory
Reduce implementation cost
Reduce time to value
Smoothen transition to operations
Avoid unnecessary modifications
Integration Validation
ICC
OCC




Improve business continuity
Higher degree of automation
Better business performance
Reduce total cost of operations
SAP





Customer
Enabling the SAP Control Center Framework for Hybrid Solutions
Mission Control Center
Enhanced Back Office
 Direct access to unmatched
expertise from SAP
 Leveraging the entire SAP ecosystem
 Faster issue resolution
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MCC
Cloud and
On-Premise
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General Architecture
Remote Connectivity Infrastructure
Simplified Representation of the SAP Service and Support Architecture
SAP Service and Support Backbone
Network
Customer Back-End
Application Server Farm
Call Back
Remote
Connectivity
Framework
(STFK)
• Any Database Server
SNC
Provider
• SAP HANA DB-Server
• WTS Server
TCP/SAP NI
• Citrix Server
• Telnet Server
• SSH Server
TCP/SAP NI
• SBOB Server
Customer
owned VPN
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• SAP Web Application Server
SAProuter
Launch
SAProuter
SAProuter
SAProuter
SAP Proxy
STFK Low Level Tools
SAP Clients
VPN
• B1 Server
• Any TCP based server
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Usage per Primary Remote Service Connection Type
SAPSERV1, WDF
SAPSERV2, WDF
SAPSERV3, WDF
 SAPSERV1 (Worldwide)
VPN
 SAPSERV2 (Worldwide)
SNC
 SAPSERV3 (EMEA):
ISDN, X.25, Service Provider
SAPSERV5, TYO
SAPSERV4, PHL
 SAPSERV4 (Americas)
ISDN, Frame Relay, Service Provider
 SAPSERV5 (Japan)
ISDN, Service Provider
 SAPSERV7 (Asia Pacific)
ISDN, Service Provider, VPN
SAPSERV10, SHA
SAPSERV7, SIN
SAPSERV9, SIN
 SAPSERV9 (Asia)
SNC
 SAPSERV10 (China)
Service Provider
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SAP Service and Support Architecture
SAP Proxy
STFK Low Level Tools
SAP Clients
SAP Service and Support Backbone
Launch
Call Back
Remote
Connectivity
Framework
(STFK)
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TCP/SAP NI
 Customer system data from the SAP Support Portal will
be replicated into the SAP Service and Support
Backbone
 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
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Simplified Representation of the SAP Remote Support Delivery Architecture
 The SAProuter is a proprietary SAP software
product which acts as an application level
gateway
 Connections between
SAProuters can be
encrypted
Network
VPN
 Operates in the actual logical communication
channel between the participating systems
Provider
SAProuter
SNC
SAProuter
SAProuter
SAProuter
 It is also used to monitor the communication
between the customer server and the associated
front-end computers
 It simplifies the
configuration of the
different connection
TCP/SAP NI
 Multiple SAProuters
can be used
Customer
owned VPN
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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
• Any TCP based server
INTERNET
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SAP Hana Database
BW RFC
Citrix
VNC
SAP NI
Remote Debugging
PC Anywhere
TREX/BIA
JDBC/ODBC
Remote Desktop
R/3 Support
HTTP Connect
SSH
Netviewer
SAP Active Global Support
SAP Solution Manager
Remote Connection Types
Customer SAP Applications
Secured Remote Connectivity
SAP provides more than 30 different Remote Connection Types
to support our customer with the flexibility they need.
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Main Connection Types in Operation
Remote Connectivity Infrastructure
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 812732
 HTTP Connect – UrlAccess
SAP Note 592085
 Windows Terminal Server
SAP Note 605795
 SAP HANA Database
SAP Note 1592925
 Citrix GoToAssist
SAP Note 2016077
 JDBC/ODBC Connection
SAP Note 1718601
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The TOP 4
remote connection types
which covered about 70%
of remote connections
in 2014
R/3 Support
HTTP Connect
UrlAccess
Windows Terminal
Server
SAP HANA
Database
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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
GoToAssist
1. Start session
2. SAProuter based
Netviewer – Connection via SAProuter
enabled client
(Full Access/View Only)
Customer
2. Join session
Secured remote
connectivity
SSL
1. Start session
SAP DMZ
Netviewer
Server
2. Open connection and join session
3. SAProuter based
R/3 Support – Connection via SAProuter
enabled client
(SAP GUI based connection)
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Secured remote
connectivity
2. Start remote connection
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Remote Connectivity in Operation
Remote Connectivity Infrastructure
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
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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
(https://support.sap.com).
1
2
2. Select “Remote Support” to navigate
to the SAProuter installation
package.
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First Steps to Establish a Remote Support Connectivity to SAP (b)
3. Select “SAProuter: Software for
remote access”.
3
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First Steps to Establish a Remote Support Connectivity to SAP (c)
4. Select the “Download Software”
button on the right side of the
screen.
4
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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”
 Installation:
http://www.youtube.com/watch?v=Gkxi6O9CI9E
 Registration:
http://www.youtube.com/watch?v=t2hSZDeDeB0
5
6
 Configuration: http://www.youtube.com/watch?v=qAgKXnaU8Ko
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How-to Guide
Remote Connectivity Infrastructure
Communication Paths – CCOE View
Customer
Customer
SAP Support Portal
SAP Support
Lines of Business
Customer Center of Expertise / IT
http://support.sap.com
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
Access customer system via remote
connection and provided credentials
Provide logon credentials in secure area
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
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Log system closing into logbook which is
available to customer
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System Data Application in SAP Support Portal (a)
1
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System Data Application in SAP Support Portal (b)
3
2
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System Data Application in SAP Support Portal (c)
4
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System Data Application in SAP Support Portal (d)
5. View logbook
6. Opening / closing of accepted
service types
5
6
7. Activation and configuration of
service types
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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
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Summary
Remote Connectivity Infrastructure
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
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