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

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

EU Access Service from SAP Introduction to EU Access Service from SAP

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.)

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

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.

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

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

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

EU Access Service from SAP Appendix: Customer Manual

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

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 2181603 or SAP NOTE 2179230. S-User requires authorization object "Maintain System Data”. SAP recommends using the latest version of Google Chrome or Mozilla Firefox.

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

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 2181602 or SAP NOTE 2179256. 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.

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