Advanced Secure Support Services for Highly Regulated Industries
Do you need strong authentication for software system access and tools for limiting access to users in certain countries or to certain authorized persons? Learn how advanced secure support services from SAP Customer Support can help you maximize services for case solving and data handling according to your specific needs. Download the Document2 | 8
Comply with Strict Security, Secrecy, and Data Privacy
Requirements
Companies in the aerospace and defense, banking, insurance, high-tech, and security industries – along
with those in the public sector – must comply with strict information security regulations, secrecy, and
data privacy requirements. They need strong authentication for business system access and tools
for limiting access to users in certain countries or certain authorized persons.
With advanced secure support services provided by
SAP experts, you can meet high security standards while
accessing SAP® Enterprise Support, SAP MaxAttention™,
and SAP ActiveAttention™ offerings and SAP Product
Support for Large Enterprises.
Developed in response to a growing demand for individual
secure services from highly regulated enterprises,
advanced secure support services help you maximize
services for case processing and data handling according
to your explicit needs.
Using remote support that meets your special data
security policies or legal regulations, you can process
support cases from specific countries or locations and
restrict remote access for system analysis. The services
include advanced secure connections, support personnel
with a valid personal security clearance, tools to restrict
support cases for processing, and specially secured areas
in SAP locations, including secure rooms and KEMAS
depot systems.
SolutionObjectives Quick factsBenefits
Comply with Strict Security, Secrecy, and Data Privacy
Requirements
Companies in the aerospace and defense, banking, insurance, high-tech, and security industries – along
with those in the public sector – must comply with strict information security regulations, secrecy, and
data privacy requirements. They need strong authentication for business system access and tools
for limiting access to users in certain countries or certain authorized persons.
With advanced secure support services provided by
SAP experts, you can meet high security standards while
accessing SAP® Enterprise Support, SAP MaxAttention™,
and SAP ActiveAttention™ offerings and SAP Product
Support for Large Enterprises.
Developed in response to a growing demand for individual
secure services from highly regulated enterprises,
advanced secure support services help you maximize
services for case processing and data handling according
to your explicit needs.
Using remote support that meets your special data
security policies or legal regulations, you can process
support cases from specific countries or locations and
restrict remote access for system analysis. The services
include advanced secure connections, support personnel
with a valid personal security clearance, tools to restrict
support cases for processing, and specially secured areas
in SAP locations, including secure rooms and KEMAS
depot systems.
SolutionObjectives Quick factsBenefits
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SAP Enterprise Support, SAP Product Support for Large
Enterprises, and the premium engagements portfolio
of offerings – such as SAP MaxAttention and
SAP ActiveAttention – help you maximize the stability,
availability, and performance of your entire solution
landscape. By adding advanced secure support services,
you can make the most of the services in these offerings
that require remote system access. You can also limit
access to certain authorized persons, passport holders,
or users in certain countries or locations.
With this packaged offering of services, you can bundle
remote services with security-cleared personnel and
secure areas and rooms to satisfy your individual security
requirements, secrecy needs, and data policies. You can
specify the service elements you need and receive
ongoing support for quality management and optimization.
We help you analyze your specific security and secrecy
requirements and choose the services that best suit those
requirements. Operational setup is defined in detail by
executing a joint secure setup service. After the setup, a
team of experts is available to manage service delivery
and handle exceptions in the delivery process.
Apply Maximum Security in Sensitive Environments
Tap into more than 25 years of
experience in delivering secure support
services to meet strict security
regulations, secrecy needs, and specific
data privacy requirements.
SolutionObjectives Quick factsBenefits
SAP Enterprise Support, SAP Product Support for Large
Enterprises, and the premium engagements portfolio
of offerings – such as SAP MaxAttention and
SAP ActiveAttention – help you maximize the stability,
availability, and performance of your entire solution
landscape. By adding advanced secure support services,
you can make the most of the services in these offerings
that require remote system access. You can also limit
access to certain authorized persons, passport holders,
or users in certain countries or locations.
With this packaged offering of services, you can bundle
remote services with security-cleared personnel and
secure areas and rooms to satisfy your individual security
requirements, secrecy needs, and data policies. You can
specify the service elements you need and receive
ongoing support for quality management and optimization.
We help you analyze your specific security and secrecy
requirements and choose the services that best suit those
requirements. Operational setup is defined in detail by
executing a joint secure setup service. After the setup, a
team of experts is available to manage service delivery
and handle exceptions in the delivery process.
Apply Maximum Security in Sensitive Environments
Tap into more than 25 years of
experience in delivering secure support
services to meet strict security
regulations, secrecy needs, and specific
data privacy requirements.
SolutionObjectives Quick factsBenefits
Advanced secure support services from SAP are designed
to complement offerings such as SAP Enterprise Support,
SAP Product Support for Large Enterprises, and premium
engagements. The services help you take full advantage
of these offerings – including remote access – while
conforming to the highest security standards demanded
by the regulatory requirements of your organization
and industry.
To address data privacy, secrecy, and protection concerns,
we can – as part of the advanced secure connections –
place your router in a dedicated, physically secure
environment in the SAP data center. Any remote access is
then directed through this device. You retain control of the
configuration and connection for maximum security.
Secure rooms, installed in secure areas of SAP facilities,
provide the highest level of security available for remote
support. Remote software system access from the secure
room to the target system uses a connection that is
physically isolated from the internal network. The room
has shield absorbability and is protected with:
• An access control system
• An impact sound detector
• A video surveillance system
• Automatic fire- and intrusion-detection systems
Customer-provided hardware, such as notebooks or thin
clients for the purpose of system access, are stored
securely in KEMAS depot systems in the secure areas.
Enhance SAP Enterprise Support, SAP Product Support for
Large Enterprises, and Premium Offerings
Benefit from a full range of SAP
services for support case solving,
remote support, and data handling.
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SolutionObjectives Quick factsBenefits
to complement offerings such as SAP Enterprise Support,
SAP Product Support for Large Enterprises, and premium
engagements. The services help you take full advantage
of these offerings – including remote access – while
conforming to the highest security standards demanded
by the regulatory requirements of your organization
and industry.
To address data privacy, secrecy, and protection concerns,
we can – as part of the advanced secure connections –
place your router in a dedicated, physically secure
environment in the SAP data center. Any remote access is
then directed through this device. You retain control of the
configuration and connection for maximum security.
Secure rooms, installed in secure areas of SAP facilities,
provide the highest level of security available for remote
support. Remote software system access from the secure
room to the target system uses a connection that is
physically isolated from the internal network. The room
has shield absorbability and is protected with:
• An access control system
• An impact sound detector
• A video surveillance system
• Automatic fire- and intrusion-detection systems
Customer-provided hardware, such as notebooks or thin
clients for the purpose of system access, are stored
securely in KEMAS depot systems in the secure areas.
Enhance SAP Enterprise Support, SAP Product Support for
Large Enterprises, and Premium Offerings
Benefit from a full range of SAP
services for support case solving,
remote support, and data handling.
4 | 8
SolutionObjectives Quick factsBenefits
SAP support personnel with a valid personal security
clearance from different countries are available to process
standard support cases through restricted remote access
and appropriately handle special restricted cases. To
cover data security policies and legal regulations, we limit
remote system access and analysis from countries or
locations that you designate using personnel that you
authorize. Strong authentication mechanisms help you
further satisfy your organization’s data security policies.
Special secure support customer interactions or secure
support advisory units inside the SAP support
organization are also available to help with various
security-related topics or exceptions in the delivery
process.
Authorize selected support engineers to
view special restricted support cases.
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SolutionObjectives Quick factsBenefits
clearance from different countries are available to process
standard support cases through restricted remote access
and appropriately handle special restricted cases. To
cover data security policies and legal regulations, we limit
remote system access and analysis from countries or
locations that you designate using personnel that you
authorize. Strong authentication mechanisms help you
further satisfy your organization’s data security policies.
Special secure support customer interactions or secure
support advisory units inside the SAP support
organization are also available to help with various
security-related topics or exceptions in the delivery
process.
Authorize selected support engineers to
view special restricted support cases.
5 | 8
SolutionObjectives Quick factsBenefits