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Non-Product Related Assistance
Request for existing cases, user IDs, Portal navigation support and more
Request for existing cases, user IDs, Portal navigation support and more
Would you like to have your cases resolved quicker? Set up remote access so that support can quickly diagnose and solve cases you report, without needing to be at your desk or on the phone. This is especially helpful when dealing with different time zones.
Setting up a remote connection between your company and SAP will also allow you to receive services, such as Early Watch and Continuous Quality Checks, that you may be entitled to through the Support Programs your company has purchased.
If you want to gain more insight on how remote connectivity works at SAP, please have a look at our Remote Connectivity Infrastructure document.
SAProuter is a software application that provides a remote connection between a customer's network and SAP. This remote connection enables secure unattended root cause analysis of cases and secure delivery of SAP support services.
GoToAssist is a web-based remote-support technology that enables SAP support professionals to analyze and resolve technical issues online using screen sharing, mouse and keyboard control and other tools.
IKEv2 Migration
As a customer or partner of SAP using IPsec VPN connectivity for Service and Support, we would like to inform you that SAP has successfully completed its Internet Key Exchange version 2 (IKEv2) migration project.
SAP has migrated over ten thousand IKEv1-based connectivity from customers and partners connected to our service and support backbone to the IKEv2 recommended by German Federal Office for Information Security (BSI).
Now all service and support backbone connections between SAP and its customers and partners that do not use SNC follow the latest recommendation of the BSI regarding key lengths and other parameters for the use of Internet Protocol Security (IPsec) and Internet Key Exchange (IKEv2).
SAP remote connectivity team thanks all customer and partner contacts who were involved in this challenging project.
A modern, cloud based remote connectivity infrastructure is a cornerstone to access your customers heterogeneous and hybrid solutions remotely. The new state of the art cloud-based technology will assure future modular and flexible architecture to support new services portfolio, services data and business models for SAP Partner Business. For more information and registration please follow this link.
Partner Remote Connectivity Framework