Service Delivery for customers with 'EU access' SAP Cloud ALM tenants

[Ulrike_Hormann]

In the context of service deliveries, a customer’s SAP Cloud ALM tenant communicates with applications inside SAP. This communication is bidirectional.

While the SAP Cloud ALM customer tenant can be restricted to EU access, the applications inside SAP in this scenario are NOT restricted to EU access.

The data transfer from SAP into an SAP Cloud ALM customer tenant always happens the same way, independent of whether the customer tenant has 'EU access' restrictions or not. 
For the data transfer from the customer tenant to SAP, customers with EU access have to ensure that no personal data is transferred from the customer tenant to SAP. To achieve this, the following features are available in the customer tenant:

1. No structured personal data is sent from the customer tenant to SAP. That means that the following information is NOT sent to SAP:

• the assignee for an issue or action - only the information that an issue or action is assigned is sent to SAP.
• the author of a comment for preparation tasks - the comment itself is sent, but not the author of the comment.
• the creator of an attachment
• the author of a note

2. There are some non-structured text fields for which the content is sent from the customer tenant to SAP. For these text fields, there is NO cross-check whether personal data is entered before replicating the data back to SAP. All information entered in such text fields is replicated. Customers must ensure that no personal data is entered in such text fields. To help with this, all relevant text fields have been extended to include a warning that personal data should not be included.

Customers with EU access tenants should train their end users in the correct maintenance of such text fields.

Keep in mind that some text fields, for instance the comments for issues and actions, are only persisted on the customer tenant and are not sent to SAP at all.

3. Attachments uploaded in a service delivery context on a customer's SAP Cloud ALM tenant are typically replicated back to SAP. There is NO cross-check whether the attachment contains personal data. Customers must ensure that no personal data is included in such attachments. To help with this, the upload of attachments has been enhanced with a warning to ensure that no personal data is included in the document to be uploaded.

Customers with EU access tenants should train their end users in ensuring that uploaded documents do not contain any personal data.

All these features are available for all SAP Cloud ALM customer tenants – with and without restricted EU access.

For further details regarding the data transfer between SAP and a SAP Cloud ALM customer tenant, please see the respective Blog or check out SAP Note 3401303.