Remote Connectivity Infrastructure
SAP Active Global Support & Maintenance Go-to-Market
Remote Connectivity Infrastructure – Table of Contents
★
Introduction
★
General Architecture
★
SAProuter
★
Connection Types
★
Main Connection Types in Operation
★
Remote Connectivity in Operation
★
How-to Guide
Introduction
Enabling the SAP Control Center Framework for Hybrid Solutions
Innovation Control Center
Build SAP like a factory
Reduce implementation cost
Reduce time to value
Smoothen transition to operations
Avoid unnecessary modifications
Integration Validation
Mission Control Center
Enhanced Back Office
Direct access to unmatched
expertise from SAP
Leveraging the entire SAP ecosystem
Faster issue resolution
Operations Control Center
Run SAP like a factory
Improve business continuity
Higher degree of automation
Better business performance
Reduce total cost of operations
General Architecture
Customer Back-End
Application Server Farm
• Any Database Server
• SAP Web Application Server
• SAP HANA DB-Server
• WTS Server • Citrix Server • Telnet Server • SSH Server • SBOB Server • B1 Server
• Any TCP based server
Simplified Representation of the SAP Service and Support Architecture
Network
SAP Service and Support Backbone
Usage per Primary Remote Service Connection Type
SAPSERV1
(Worldwide)
VPN
SAPSERV2
(Worldwide)
SNC
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
SAP Service and Support Architecture
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
SAP Service and Support Backbone
Simplified Representation of the SAP Remote Support Delivery Architecture
The SAProuter is a proprietary SAP software
product which acts as an application level
gateway
Operates in the actual logical communication
channel between the participating systems
It is also used to monitor the communication
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
System connections can be easily maintained and operated
in the SAP Support Portal
INTERNET
Customer Back-End
Application Server Farm
• Any Database Server
• SAP Web Application Server
• SAP HANA DB-Server
• WTS Server • Citrix Server • Telnet Server • SSH Server • SBOB Server • B1 Server
SAP Active Global Support
Remote Connection Types
JDBC/ODBC
SAP Hana Database
BW RFC
TREX/BIA
SSH
Re
mote
De
sktop
N
et
v
ie
w
er
Remote Debugging
SAP NI
R/3 Support
SAP
Solut
ion
Manager
H
TTP
Con
ne
ct
Citrix
VNC
PC
A
ny
w
here
Customer SAP Applications
Secured Remote Connectivity
Main Connection Types in Operation
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
The TOP 4
remote connection types
which covered about 70%
1. No SAProuter
Citrix GoToAssist
– Connection via Cloud
infrastructure
(Full Access/View Only)
2. SAProuter based
Netviewer
– Connection via SAProuter
enabled client
(Full Access/View Only)
3. SAProuter based
R/3 Support – Connection via SAProuter
enabled client
(SAP GUI based connection)
Most Common Connection Types – Examples
SSL
1. Start session 2. Open connection and join session
Secured remote connectivity
2. Start remote connection
Internet
SSL
1. Start session 2. Join session
Remote Connectivity in Operation
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
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).
2.
Select “Remote Support” to navigate
to the SAProuter installation
package.
1
First Steps to Establish a Remote Support Connectivity to SAP (b)
3.
Select “SAProuter: Software for
remote access”.
First Steps to Establish a Remote Support Connectivity to SAP (c)
4.
Select the “Download Software”
button on the right side of the
screen.
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
Configuration
: http://www.youtube.com/watch?v=qAgKXnaU8Ko
5
How-to Guide
Customer
Lines of Business
Customer
Customer Center of Expertise / IT
SAP Support Portal
http://support.sap.com
SAP Support
Support Experts
Communication Paths – CCOE View
Maintain system data and remote connections
Access customer system via remote connection and provided credentials 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
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
System Data Application in SAP Support Portal (a)
System Data Application in SAP Support Portal (b)
2
System Data Application in SAP Support Portal (c)
System Data Application in SAP Support Portal (d)
5.
View logbook
6.
Opening / closing of accepted
service types
7.
Activation and configuration of
service types
5
6
Exemplary Logbook Entries in SAP Support Portal
4
i
Summary
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
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