1. SAP Digital Business Services June 2016
EU Access Service from SAP | Customer Information Overview for On-Premise Customers
SAP Digital Business Services
June 2016
Public

2. Agenda Introduction to EU Access Service from SAP
Generic Support and EU Access Delivery in Comparison
Appendix: Customer Manual

3. EU Access Service from SAP
Introduction to EU Access Service from SAP

4. EU Access Service from SAP Overview
EU Access from SAP is an SAP service that enables the following:
For cloud solutions from SAP
Personal data of European customers and European affiliates of global customers is processed in European data centers only.
For cloud and on-premise solutions from SAP
Remote access to personal data of European customers is limited to within Europe.
SAP received the Personal Information Management System Certification – BS 10012:2009 by the British Standards Institution (bsi.)

5. EU Access Service from SAP Service Fundamentals On-Premise
SAP addresses the enhanced market requirements of customers located in Europe in a customer-friendly way.
European customers have the option to use EU Access from SAP on their production or test (PROD/ TEST) systems.
In general, the 24x7 principle for support and all service level agreements remain unchanged.
Incident processing (tickets/messages) is still done globally.
The person-in-the-middle concept may be used.
An emergency procedure for temporary deactivation is available.
From July 1, 2016 onward, EU Access from SAP is available for all customer maintenance segments
EU Access from SAP is enabled as a self-service option by setting a switch in the SAP Support Portal destination.
Customer
Incident Processing
Service Delivery

6. EU Access Service from SAP Country Coverage
European Economic Area (EEA) states
Member states of the European Union
Iceland
Liechtenstein
Norway
Switzerland
Austria
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Malta
Netherlands
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
United Kingdom
These countries have implemented the EU Data Protection Directive.
Customers from these countries, as well as international customers with local affiliates and installations that process data that is subject to EU data protection law, are eligible for the new offering.
In some exceptional cases, third-party providers that may not comply with the rules of EU Access from SAP are involved. In such cases, alternative procedures (for example, “person-in-the-middle” or “emergency switch”) are used.

7. EU Access Service from SAP
Generic Support and EU Access Delivery in Comparison

8. EU Access Service from SAP Incident Processing
GENERIC SUPPORT
Customer
SAP Solution
Landscape
SAP 24/7
Global Support
Incident
Network Connection with SAP
WITH EU ACCESS
Customer
SAP Solution
Landscape
SAP 24/7
Global Support
Incident
Network Connection with SAP

9. SAP Center of Expertise SAP Center of Expertise
EU Access Service from SAP Remote and Onsite Service and Support Delivery
GENERIC SUPPORT
Customer
SAP Solution
Landscape
SAP Center of Expertise
Service Order
Network Connection with SAP
WITH EU ACCESS
Customer
SAP Solution
Landscape
SAP Center of Expertise
Service Order
Network Connection with SAP

10. EU Access Service from SAP
Appendix: Customer Manual

11. EU Access Service from SAP Customer Manual: Activation (I)
To activate EU Access just log in to the SAP Support Portal ( on the landing page please click
„Keys, Sytems & Installations
„System Data“
„Edit System Access Restrictions“ 1 1 2 2 3 3

12. EU Access Service from SAP Customer Manual: Activation (II)
When entering the FIORI application you can maintain EU Access on installation or system level.
None: By default no installation is activated.
System Selected & All: All systems (PROD, TEST) related to the installation are activated for EU Access restrictions.
Only System Selected: A separate selection screen is displayed, allowing you to make selection on system level. 1 2 3 3 3 2 1
For further Information please see KBA or SAP NOTE
S-User requires authorization object "Maintain System Data”.
SAP recommends using the latest version of Google Chrome or Mozilla Firefox.

13. EU Access Service from SAP Customer Manual: Restricting Incident Attachments
You can also mark attachments under EU Access before uploading them to an incident.
Just mark the checkbox “Contains Personal or Confidential Data”.
In case the incident belongs to an installation/system under
EU Access, EU Access restrictions will be applied to the attachment automatically. 1 1

14. EU Access Service from SAP Customer Manual: Temporary Deactivation
“Emergency” function is available in SAP Support Portal to handle exceptional situations
Only customer can deactivated “EU Access Service from SAP” remote access restriction for a defined timeframe / selected installation.
Switch can distinguish between deactivation of restrictions for SAP employees only (D/I-User) and also SAP partner sub processors (C-Users). 1 1
For further Information please see KBA or SAP NOTE
S-User requires authorization object “SVER_ADMIN” with short text “Deactivate Remote Access Restriictions”.
SAP recommends using the latest version of Google Chrome or Mozilla Firefox.

15. Thank you
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