SAP’s Support Backbone is the central infrastructure located at SAP to provide technical support to our customers. The Support Backbone consists of several different systems for different purposes – for example, it provides the Support Portal infrastructure, the Maintenance Planner, the infrastructure behind SNOTE and the EarlyWatch Alert and much more. On the customer side, SAP Solution Manager connects to the Support Backbone to exchange data for various purposes (for example Maintenance Planner, EarlyWatch Alert, IT Service Management and many more).
On the customer side, SAP Solution Manager and Focused Run for SAP Solution Manager connect to the SAP Support Backbone to exchange data for various purposes: Support incidents, system data for Maintenance Planner, SAP EarlyWatch Alert data, and many more.
The SAP Support Backbone has been updated. The legacy infrastructure remains in place to allow a safe transition for customers. You need to switch the communication of SAP Solution Manager and Focused Run to the new infrastructure before January 2020 to ensure continuous connectivity.
All information on what you need to do can be found on this page in the SAP Support Portal. The page will be regularly updated once new information is available.