SAP Support Backbone Update

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 Support Portal infrastructure, the Maintenance Planner, the infrastructure behind SNOTE and the EarlyWatch Alert and much more. On the customer side, SAP Solution Manager connects to the Support Backbone to exchange data for various purposes (for example Maintenance Planner, EarlyWatch Alert, IT Service Management and many more).

 

SAP always ensures that this critical infrastructure is up to date and secure. Currently, the Support Backbone infrastructure is updated. This also has an impact on the connectivity of customer's SAP Solution Manager systems, as well as on the connectivity of all other systems communicating with SAP. The transition will be finalized in January 2020, and customers must take action before this date to ensure a smooth transition.

SAP Support Portal Update One Pager

What happens during this update?

Besides technical system upgrades, the most important changes are upgrading to https communication and enabling server certificates to use SSL. This update affects SAP Solution Manager and SAP systems which are communicating with the SAP Support Backbone. 


Which actions do customers need to take?

The Support Hub connectivity in SAP Solution Manager 7.2 enables the updated exchange of data with the SAP Support Backbone. Applications in SAP Solution Manager that communicate with the SAP Support Backbone are using or will use Support Hub connectivity. Customers need to take the following actions (depending on their current situation):


Scenario 1: Customer system is on SAP Solution Manager 7.2:

  • Implement SPS07 (plus additional SAP Notes) or implement SPS08.

 

Scenario 2: Customer system is on SAP Solution Manager 7.1:

  • Request a technical S-User
  • Upgrade to SAP Solution Manager 7.2 SPS07 (plus additional SAP Notes) or upgrade to SAP Solution Manager 7.2 SPS08

 

Note: SPS07 was released in May 2018. SPS08 is planned for Q4/2018. The relevant SAP Notes for SPS07 will be published on this page once available.

 

Which SAP Solution Manager scenarios are currently impacted?

Landscape Management

  • Landscape synchronization
  • Maintenance Planner (automated system information update)
  • Remote Service Connections from SAP Solution Manager (more information)
  • System Recommendations

 

Test Suite

  • Scope and Effort Analyzer (SEA) 

 

IT Service Management

  • Incident Management (exchange of incidents with SAP)

 

SAP Engagement and Service Delivery

  • Engagements and Sessions
  • SAP EarlyWatch Alert (EWA) from SAP Solution Manager to SAP
  • Service Content Update

Note: After January 1st, 2020, SAP Solution Manager systems on SP stack level lower than SPS07 are not communicating with the SAP Support Backbone anymore.