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.
Post your questions or answer other user's questions in the SAP Community discussion forum.
In case of technical problems, please contact SAP Product Support via incident, e-mail, chat or phone.
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 1st, 2020.
Information on upgrading Focused Run can be found in the Focused Run Expert Portal.
Remark: Focused Run 1.0 will enter its Customer-Specific Maintenance phase on November 23rd 2019.
SAP Solution Manager
When you switch to the new communication channels in SAP Solution Manager 7.2 you enable the exchange of data with the updated SAP Support Backbone. The following actions are 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, SPS08 or higher is required.
IT Service Management
SAP Engagement and Service Delivery
After January 1st, 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.
Please ensure that all activities are completed in time.