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Is SAP Contact Center GDPR compliant?

SAP Customers are responsible for their own GDPR compliancy. A software product in itself does not make an organization GDPR compliant, as factors such as internal processes may need to be changed. As from SAP Contact Center v7.0 FP12 enablement of the GDPR processes, such as right to access, right to be forgotten, data portability are achieved from the newly added role of “Data Protection Officer”.

 

What should an organization do to become compliant?

GDPR functionality will not be added to any earlier versions of SAP Contact Center, upgrading to v7.0 FP12 is mandatory. Note that SAP BCM versions 5.5 SR1, 6.0 and all earlier product versions have already reached their end of maintenance. See Note: (In case you are still running on older version, you must first upgrade to v7.0 and further to FP12. More information can be found on SAP Contact Center Upgrade Guide. Pay special attention to chapter 7.1 Limitations and Special Notes in Support Packages when planning your upgrade. In addition, Installation Guide, Master Guide and Security Guide are good additional sources of information.)

 

First, make sure to check the changes and prerequisite software between your current version and FP12. With FP12 the platform is Microsoft Windows Server 2012/2012 R2/2016, 32-bit or 64-bit editions and Microsoft SQL Server 2012/2014/2016. Consider also the remaining life cycle and warranty of your current server hardware when you plan your options.

 

SAP advises to take appropriate backups, see Operations Guide, and practice the upgrade in a test environment first. When planning your upgrade, make sure to also check your policies for treating customer data – it has always been recommended not to save personal sensitive data in SAP Contact Center.

 

Generic upgrade instructions from an older OS and/or SQL version:

  1. Note the limitations and plan your upgrade in necessary phases until you reach FP12
  2. Server OS upgrade best practice: install/upgrade server to new OS and add a new HAC Node on that server. Repeat the same for other servers.
  3. SQL upgrade:
    • Backup databases
    • Restore databases
    • in IA, choose Upgrade All
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