SAP S/4HANA Cloud

SAP Cloud Security & Support

Framework

PUBLIC
SAP Security, Privacy, and Compliance in the Cloud

Cloud Service Status Security

• Check the uptime and availability of SAP’s • Delve into the proactive, predictive
cloud services, with access to real-time measures SAP uses to ensure your data is
insights. secure in the cloud and within an on-
premise data center.

Data Center Data Protection and Privacy

• Learn about the state-of-the-art • Find out how SAP respects and protects
technologies and rigorous security the rights of individuals.
methodologies behind the data centers
protecting your information.

Compliance Agreements
• Know that SAP’s cloud offerings meet the • Understand the three main building blocks
latest compliance and security standards in your service level agreement.
worldwide.

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SAP Cloud Service Status

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SAP Cloud Security

Secure Products Secure Operations

• Guidelines, tools, and training help • Product security response processes and
maintain security throughout the experts ensure smooth data center
architecture, design, implementation, and operations 24x7 with continuous testing
delivery of a product. and monitoring.

Secure Company Security Offerings

• SAP employees and partners follow • Security products, professional services,
security standards, and we strengthen the and education help users implement, build,
human resource firewall through and operate a first-class security
mandatory security trainings. environment.

Data Center Security

• Continuous technology and infrastructure
testing helps ensure that the data center is
running smoothly around the clock.

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SAP Data Center Security

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SAP Cloud Data Protection and Privacy

EU General Data Protection Regulation Data Protection and Privacy Agreements

(GDPR) • Data Protection and Privacy Policy
• General Data Protection Regulation • Data Protection and Privacy Coordinators
(GDPR) is a new set of laws that ensures • Data Processing Agreement with sub-
an individual’s right to control personal data processers that support cloud services
and how companies handle their
information throughout the European
Union.

Data Protection Management System

• Line of Business Data Protection
Guidelines
• Internal Data Protection
• EU Access by SAP
• Data Protection Management System
Certificate – Accredited by the British
Standard Institution of London

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SAP Cloud Compliance

ISO / BS Certificates Service Organization Control

• ISO/IEC 9001 Quality Management System Reports
• ISO/IEC 27001 Security Management • SOC 1 Reports
System • SOC 2 Reports
• ISO/IEC 22301 Business Continuity • SOC 3 Reports
Management System
• BS 10012 Personal Information
Management System
• ISO/IEC 20000 Service Management

Other Certifications and Attestations

• Payment Card Industry Data Security
• Regional Compliance Requirements

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SAP Cloud Agreements

Order Form

Cloud Data General

Service Processing Terms and
Description Agreement Conditions

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 SAP S/4HANA Cloud Data Privacy Technical Features

SAP S/4HANA Cloud Data

Protection and Privacy

Simplified Informational Read Access

Change Consent Purpose
Blocking and Retrieval Logging Authorizations Accuracy Audit
Documents Management Limitation
Deletion Framework (RAL)

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SAP S/4HANA Cloud Best Practices for Data Protection and Privacy

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SAP Security Pyramid
SAP
1st Level Global
Security Policy

SAP
2nd Level Global Security Standards

3rd Level Global IT Security Directives

4th Level Global IT Security Procedures

Best Practices
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SAP S/4HANA Cloud Technical System Landscape

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SAP S/4HANA Cloud Application Architecture

Business
User

S/4HANA
ABAP Fiori Launchpad
Fiori Apps and WebGui

Gateway

SAP S/4HANA ABAP

S/4HANA
S/4HANA Database Tables
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Data Center and Network Security for SAP S/4HANA Cloud
Video cameras Video cameras

Heat exchanger
Extinguishing
gas
Transformers
Turbo-cooling
units
Batteries

Cooling
water
Server
room

Telecommunications

Diesel
Control generators
station Server
room
Staff
entry
Batteries
Freight
entry

Video cameras
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
Video cameras 14
 Encryption and Communication in SAP S/4HANA Cloud

IN TRANSIT
 All customer access is encrypted
with transport layer security
technology (TLS) and strong
encryption algorithm AT REST
 For S/4HANA internal  All data at rest is encrypted
communication, encryption is by leveraging HANA DB
done depending on protocol and encryption using an strong
network in a risk-based approach encryption algorithm
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SAP S/4HANA Cloud Secure Integrations

SAP Cloud Identity

Service (for business
user authentication)

SAP Cloud
SAP Cloud Platform
Platform Integration
(scenario dependent) Additional SAP Cloud Solutions
S4HANA for #1
S System Q System P System
Fiori Fiori Fiori Customer
Launchpad Launchpad Launchpad #1
S/4HANA ABAP S/4HANA ABAP S/4HANA ABAP

HANA HANA HANA onPremise Solution in Customer

data centers

Configured trust. Encryptedcommunication.

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Security Monitoring

Security Monitoring Center

Central log system is a dedicated team available 24x7
Dedicated log events of different systems and
security solutions are collected, correlated and
Correlate and Assess, analyze
analyzed.
detect suspicious and trigger security Security taskforce
 Automated use cases initiate immediate alerts behavior taskforce
 Manual extended analysis is performedto
identify sophisticatedattacks

Infrastructure logs Initiate defenseactions

Administrator activities (e.g. block access for attacking users)

SAP S/4HANA Corporate

SAP Cloud
Cloud

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 Process and Authorization Security

SAP manages user accounts for SAP personnel (customer users are not managed by SAP)

Request User Access Approve Request Provide User Rights Deactivate User

 Administrative access to all  Each access request is  After approval, user  If validity of the access
customer systems is assessed by authorized accounts are provisioned by expires CAM deactivates
requested via the central approvers. Authorization of CAM the user.
Cloud Access Management approvers is reviewed twice
 SAP leavers are
tool (CAM). per year.
automatically deactivated as
 CAM offers different access  Profile-dependent maximum CAM is synchronized with
profiles depending on job validity period from 4 days the central SAP HR system.
function. up to 18 months.

Default administrative accounts are disabled for usage and are controlled by CAM. Needed accounts can be requested via CAM for a
limited timeframe. CAM ensures a direct mapping of the default administrative account to one personal user. After account usage,
accounts are disabled again and passwords are reset.

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SAP Enterprise Support – The foundation for customer success

Innovation and Mission-critical

Collaboration Empowerment
value realization support

Proactive Across all

and preventive
SAP Enterprise Support deployment
support
The foundation for customer success options
Seamless consumption of innovation I Fast value realization I Business outcomes I End-to-end optimization

Intelligent enterprise

Cloud Digital core Breakthrough

innovations

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Collaboration: Realize business outcomes through collaboration with SAP
experts

Collaboration
Receive guidance from SAP support experts by interacting with them through the award-
winning SAP Enterprise Support value map program. The support advisory team guides
you during mission critical situations.

Support experts SAP Enterprise Support value maps

Get valuable advice from our team of 8,000+ Leverage value maps to quickly identify the
experienced support experts, backed up by relevant SAP Enterprise Support services, tools,
15,000+ developers globally. and expertise for your business needs.

+800 SAP @ CALL-1-SAP

Get started by contacting
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Collaboration: Customer Interaction Center

Customer Interaction Center is one of the interfaces between customers and the SAP support organization. It
is available 24 hours a day, 7 days a week, 365 days a year, and provides a central point of contact for assistance
with nontechnical queries.

SAP Support Portal SAP ONE Support Launchpad

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Collaboration: SAP Support Portal & Community

SAP Support Portal

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SAP Community 22
Collaboration: SAP Enterprise Support Value Maps

SAP Enterprise Support Value Maps – Quickly identify the relevant SAP Enterprise Support services,
tools and offerings for your business needs. In addition, leverage the in-depth knowledge of our
support advisory team for personal guidance based on 45+ years of close customer engagements.

Guided approach Social collaboration Expert access Empowerment

to reach your objective to connect directly with to obtain guidance from to build the knowledge
SAP experts and peers SAP support experts and skills you need

SAP SAP SAP Business

Digital SAP SAP Jam Data Volume Lifecycle
S/4HANA S/4HANA Analytics Security Process
Innovation SuccessFactors Collaboration Management Management
On Premise Cloud Solutions Improvement

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Collaboration: SAP S/4HANA Cloud Value Map

SAP Jam

Customer On-demand expertise through a cloud-based social SAP

collaboration platform
 Direct access to SAP https://jam4.sapjam.com/ X
 Share expertise and
Support experts provide guidance
 Discuss and exchange  Get direct customer
ideas with other feedback
customers across
different geographies

SAP Jam is also available on your mobile device

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Empowerment: Build the skills that build value through the SAP Enterprise Support
Academy

Empowerment
SAP Enterprise Support Academy empowers you to build the knowledge and
skills needed to maximize the benefit of your SAP solution, no matter your
choice of deployment.

Knowledge transfer On-demand learning experience High-quality vendor knowledge

on digital transformation, by combining self-paced and from SAP Support experts helps to
integration, and system operations expert-led offerings, available on a close the digital skills gap of key
24x7 platform users, IT and line-of-business experts

70+ 280+ 15 17+ 50+ 740+ 190+

Best Tutorials & Guided Self- Continuous Expert-Guided Meet-the-Expert Accelerated
Practices Videos Services Quality Checks & Implementations Sessions Innovation
Improvement Enablement
Services
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 Empowerment: SAP Enterprise Support Services

Mission-Critical Innovation and

Empowerment Collaboration
Support Value Realization

Rely on business Empower your people Engage with experts Realize value and
continuity  Build the skills that build  Benefit from a proactive innovate faster
 Get relief from critical value to increase IT engagement to run at peak  Unlock the business value
situations through round-the- efficiency. performance. of existing investments.
clock production-down  Reduce operational costs.  Get advice on how to use  Introduce new innovations
support. available resources best
 Focus more of your swiftly to help minimize risk.
 Quickly identify and resolve energies and avoid unnecessary
issues. efforts.
on business innovations.
 Enjoy higher reliability.  Access support experts
when needed to help ensure
positive business outcomes.

SAP Enterprise Support services deliver the consistent and comprehensive support required to drive business
outcomes in a digital environment – on premise, in hybrid scenarios, or in the cloud.
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 26
Innovation and Value Realization: Drive innovation and get more value from your
SAP investment

Innovation and value realization

SAP Enterprise Support provides a wide range of services and tools to help you realize
more business value and to accelerate the adoption of new innovations.

Customer value experience tools SAP Solution Manager SAP Enterprise Support
Realize value opportunities by Efficiently manage IT and Advisory Council
leveraging available tools focused smoothly introduce new Co-innovate with SAP to become
on innovations and business functionalities for meeting an early adopter of support
outcomes. business requirements. innovations and to help improve
the support offering.

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Innovation & Value Realization: SAP Enterprise Support Advisory Council

SAP Enterprise Support Advisory Council – Become an early adopter of the latest support
innovations and directly influence SAP’s offering in a meaningful way based on your own
requirements.

Early adopter Co-Innovation Pilot new offerings

Expert access Close Collaboration Direct feedback

Direct influence Co-Investment Transparency

Customer

SAP Leonardo – SAP S/4HANA SAP S/4HANA

SAP Cloud Solutions Integration on-premise cloud
Digital Innovation

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Mission-Critical Support: Reliable end-to-end support across all deployment
scenarios

Mission-critical support
Regardless of your deployment scenario and the issues that may arise, a cornerstone of
SAP Enterprise Support is mission-critical support that provides rapid collaboration with
support experts.

A single, intuitive interface 24x7 availability Minimized business disruption

to access support resources. independent of your deployment and accelerated problem
By using customizable role model, with CALL-1-SAP as your resolution thanks to best-in-class
profiles, the SAP ONE Support global toll-free telephone number service level agreements for a
Launchpad displays only relevant for contacting SAP support. timely initial reaction and a
Profit from the features of the corrective action.
applications and insights to help
Next-Generation Support
ensure an efficient and user-
approach.
friendly experience.

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Mission-Critical Support: SAP ONE Support Launchpad

SAP ONE Support Launchpad – Performing support tasks is simplified by user-centric

applications that are accessed through one central entry point: the SAP ONE Support Launchpad.

Quarterly Release Notes Access via

QR code:

Desktop

Mobile
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Beta Release: SAP Cloud Availability Center

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Mission Critical Support: Next Generation Support

Self-service and incident

prevention

Real-time
SAP support today Next-Generation Support interactions
Industry-leading proactive Groundbreaking support
and preventive support for the intelligent enterprise
across all deployment
scenarios Digital support
experience

Artificial Intelligence /
Machine learning

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SAP Preferred Success: Enhancing the foundation

Innovation and Mission-critical

Collaboration Empowerment
value realization support

Proactive Across all

and preventive
SAP Preferred Care / SAP Preferred Success deployment
support Enhancing the foundation options

SAP Enterprise Support

The foundation for customer success

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 SAP Preferred Success:
Realizing ValueRealizing value through every stageSupport
Advanced of your solution
experience and advanced support
SAP Preferred Success
Onboard
Initial
• Guided onboarding Priority
Response Time
Resolution Target
• SAP Preferred Success Community
• Proactive safe-start approach 1 1 hour (Real time) 4 hours (Real time)
• Advanced target service-level agreements 2 2 hours (Real time) 3 Business days
• Prioitized handling of top issues
3 4 hours (Office hours) -

Utilize 4 1 Business day -

• Metric-driven consumption planning
• Collaborative and optimized release planning for new SAP Enterprise Support, Cloud Editions
features
Initial Response
• Testing best practices Priority
Time
Resolution Target
• Exclusive, focused learning components
1 1 hour (Real time) 4 hours (Real time)

Optimize 2 4 hours (Real time) -

• System administrator and end-user trainings
3 1 Business day -
• Peak-time planning
• Enhanced success and engagement reporting 4 2 Business days -
• Engagement tracking checkpoints
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Thank you.
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