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SAP Trust Center

SAP Cloud for Customer SOC 2 (ISAE 3000) Audit Report 2021 H2

The scope of this SOC report includes the SAP Cloud for Customer solutions as offered for the live productive customer systems that are hosted in SAP SE's data centers St. Leon– Rot (Germany) and Newtown Square (USA), as well as in the co-location Sydney (Australia), Shanghai (China), Sao Paulo (Brazil), Moscow (Russia), Riyadh (Saudi Arabia), Dubai (UAE), Frankfurt (Germany), Sterling (USA) and Amsterdam (Netherlands).

A SAP CRM Software-as-a-Service (SaaS) offering, powered by SAP HANA®. It is a set of solutions for sales and service teams to drive revenue growth, reduce sales cycle times, improve sales and service efficiency, and increase customer satisfaction and loyalty. All solutions are pre-integrated with SAP Business Suite for complete end-to-end business process integration, and the solutions are supported on a wide range of browsers and mobile devices.  

SAP Cloud for Customer is a multitenant cloud offering which brings sales, customer service and social CRM together, help to form powerful personal connections that drive customer engagement across all channels and provides rich predictive insight, flawless execution and contextual customer experience relevant to all industries. SAP Cloud for Customer is comprised of the following: 

SAP Cloud for Sales: SAP Cloud for Sales is designed for sales professionals, sales partners, sales leaders, and sales organizations to help them better understand, target, engage, attract, and retain their customers throughout the end-customer journey. This drives revenue growth, and improves end-customer satisfaction and loyalty, while improving sales organization productivity. The solution allows access to latest information on customers, accounts, and opportunities. With the integrated sales analytics, companies can create reports based on their specific needs and get contextual, customer information and sales insight. Global and local teams can support each other to close deals faster by using the collaboration functionality.

SAP Cloud for Service: SAP Cloud for Service is designed for service professionals, call center agents, service partners, service leaders, and customer service and support organizations to help them better understand, engage, service, support, and retain their customers throughout the end-customer lifecycle. This improves end-customer satisfaction and loyalty while improving service organization productivity. The solution offers service request management across multiple channels, service level agreements, escalation and workflow processes, telephony integration, agent cockpit, and knowledge management integration. 

SOC 2 reports fulfill various information and assurance needs of customers and aim to place trust in SAP's service organization systems, processes and controls. These narratives are related to the trust principles Security, Availability, Confidentiality Processing Integrity or Privacy which must be met to demonstrate a well-designed system. SOC 2 also contains details on performed tests and their results. SOC 2 Type 1 covers management’s description of a service organization’s system and the suitability of the design of controls at a specific point in time, whereas a SOC 2 Type 2 also includes the operating effectiveness of controls for a dedicated period of time. 

SAP Cloud for Customer has regularly prepared SOC 2 Type 2 audit reports by an independent 3rd party accountant. This version of the report covers the audit period 1. May 2021 to 31. October 2021 the locations in St. Leon– Rot (Germany) and Newtown Square (USA), as well as in the co-location Sydney (Australia), Shanghai (China), Sao Paulo (Brazil), Moscow (Russia), Riyadh (Saudi Arabia), Dubai (UAE), Frankfurt (Germany) Sterling (USA) and Amsterdam (Netherlands) and the trust service criteria principle Security and Confidentiality.

The use of these reports is restricted. A copy of this report is available for all SAP customers and prospects with non-disclosure agreement in place.

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