SAP's Support Backbone is the central infrastructure located at SAP to provide technical support to our customers. The Support Backbone consists of several different systems for different purposes - for example, it provides the SAP Support Portal infrastructure, the Maintenance Planner, SAP EarlyWatch Alert Reports, and many more.
On the customer side, SAP Solution Manager and Focused Run for SAP Solution Manager connect to the SAP Support Backbone to exchange data for various purposes: Support incidents, system data for Maintenance Planner, SAP EarlyWatch Alert data, and many more.
The SAP Support Backbone has been updated. The legacy infrastructure remains in place to allow a safe transition for customers. You need to switch the communication of SAP Solution Manager and Focused Run to the new infrastructure before January 2020 to ensure continuous connectivity.
The most important changes are upgrading to https communication channels and the enablement of server certificates to use SSL.
Focused Run for SAP Solution Manager
The new communication channels in Focused Run 2.0 enable the exchange of data with the updated SAP Support Backbone. All Focused Run customers need to upgrade to Focused Run 2.0. Focused Run 1.0 systems will not be able to communicate with the SAP Support Backbone after January 8, 2020.
Information on upgrading Focused Run can be found in the Focused Run Expert Portal.
Remark: Focused Run 1.0 has entered its customer-specific maintenance phase on November 23rd 2019.
SAP Solution Manager
When you switch to the new communication channels you enable the exchange of data with the updated SAP Support Backbone. The following is required:
Scenario 1: You are on SAP Solution Manager 7.2
Scenario 2: You are on SAP Solution Manager 7.1
Please note: For SAP partners (PartnerEdge Sell, VAR, CCC, PCOE), SP08 or higher is required.
Find hands-on instructions for your move onto the new communication infrastructure here:
Switch-over is possible right now, as the updated support backbone is already active (while the legacy infrastructure remains switched on until January 8, 2020), and should be executed as soon as possible.
The following scenarios are technically impacted by SAP's Support Backbone Update, meaning that you have to take action – see above – if you need any of these to continue to work after January 2020.
IT Service Management
SAP Engagement and Service Delivery
After January 8, 2020:
Areas "outside" SAP Solution Manager and Focused Run are affected by the update of the Support Backbone. Please refer to the overall landing page for more information.