SAP Release New Support Offering Providing Advanced Security Features

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Your user group members probably know this situation: You are working in aerospace and defense, banking, insurance, high tech, or public sector company. Your industry requires you to be compliant with strict security regulations and individual data-privacy requirements. Requirements are so strict and/or so individual that they hinder your IT to benefit from SAP’s leading support when processes require remote system access…….

For such customers active in such highly regulated industry and dealing with such advanced security requirements Active Global Support of SAP created a new support offering combining the most proven elements of both SAP Enterprise Support and advanced secure support services named SAP Enterprise Support, advanced security edition.

The new support solution, priced at 22%, includes most service elements of SAP Enterprise Support, with the following main exceptions:

  • Mission Critical Support — No Root Cause Analysis (RCA) for Custom Code. Limited portfolio of Continuous Quality Check (CQC) services available. No Priority 2 Service Level Agreement (SLA). Priority 1 Service Level Agreement (SLA) and global Root Cause Analysis (RCA) for incidents apply only until remote system analysis is required
  • Continuous Improvement and Innovation — No Accelerated Innovation Enablement services
  • Advanced Support for Enhancement Packages and other SAP Software Updates — No Modification Justification and Custom Code Maintainability services

 
In addition, SAP Enterprise Support, advanced security edition adds the advanced secure support service elements of customer owned router, secure setup service, secure remote access out of defined countries and SAP Enterprise Support advisory with NATO - level security clearance to the above mentioned reduced scope of SAP Enterprise Support.

SAP Enterprise Support, advanced security edition and advanced secure support services are available in EMEA, LA and APJ for direct customers or customers under “SAP delivered support. For more information contact SAP Secure Support Services.

Solutions to meet US customer specific security requirements are provided by US based SAP Government Support & Services (SAP GSS), it could be requested through customer's US based SAP account team.

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