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How you can contact us:

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S-USER LIFETIME

SAP is assisting customers and partners in their responsibility for user
administration by assigning an expiry date to all S-users. The S-user Lifetime
process helps protect your sensitive company information and ensures compliance
to the pertinent data protection regulations that may apply to you (e.g. GDPR).
You can find the S-user lifetime expiration date in your User Profile.
Administrators will find more in-depth information relevant to the user account
management activities in the User Management Application.




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S-USER LIFETIME PROCESS




Phase 1 - Active

 * With S-user lifetime, all S-user IDs have an "expiry date." A
   default validity period of 24 months is assigned to all new users.
 * Administrators have the ability to amend the expiration date as needed.
 * A valid e-mail address is mandatory for all S-user IDs.



Phase 2 - Expiring

 * The expiring phase is 90 days.
 * All administrators will be notified as soon as the S-user enters the expiring
   phase. There is no impact to the S-user at the time of these notifications.
 * S-users will be notified via e-mail three times at 30 days, 14 days, and 2
   days before their S-user ID expires.
 * Administrators may choose to extend the S-user lifetime of each user, allow
   them to expire or they may delete any S-user IDs at any time. Note: There is
   also a mass update available.
 * At any time, S-users may request an extension of their ID's expiry date via a
   self-service. Note: S-users will be informed about any changes to their
   expiration dates.
 * S-users will still be able to authenticate into SAP platforms and systems up
   until they reach the expired phase.



Phase 3 - Expired

 * For 90 days after the expiry date passes, the S-user ID will
   be disabled (please note that the S-user ID will not be deleted yet).
 * The S-user will be unable to authenticate into SAP platforms and systems.
 * S-users will receive a confirmation notification for their expired S-user.
 * Administrators can see expired S-users in the User Management Application.
 * Administrators can reactivate the S-user ID up until the S-user ID is
   deleted.



Phase 4 - Deleted

 * 90 days after the S-user ID has expired, it will be deleted.
 * Administrators can view deleted S-user IDs for 12 months; however, the S-user
   ID will be unable to be reactivated. 
 * If the deleted S-user requires access to SAP systems again, the administrator
   will have to create a new S-user ID for that individual (the deleted S-user
   ID will no longer exist). 
 * Please note: SAP cannot bring this S-user ID back.
 * The deleted S-user's history will also be deleted from the SAP systems
   permanently.






FREQUENTLY ASKED QUESTIONS

 * General FAQs
 * S-users
 * Administrators
 * VAR-d
 * SAP Solution Manager
   
   

WHICH USERS ARE IN SCOPE?

All new and existing S-users are in scope except for super, cloud or user
administrators, security managers, technical communication users and P-users.



CAN MY COMPANY OPT-OUT OF THE S-USER LIFETIME?

S-user lifetimes are mandatory for all customers and partners as part of the new
user management processes started June 2nd, 2020.



WHAT DOES "INACTIVE" STATUS MEAN?

An S-user ID gets the "inactive" status when their S-user ID information does
not have valid email address information. Inactive S-user IDs cannot be used.
User administrators must provide the missing information to reactivate the
S-user ID.




AS AN END-USER, HOW CAN I EXTEND MY S-USER ID EXPIRATION DATE?

You can request an extension of your expiry date through your User Profile,
Please refer to KBA 2971742 - How to extend the expiry date of your S-user ID.



WHAT WILL HAPPEN TO MY TRAINING OR CERTIFICATIONS IF MY S-USER ID HAS EXPIRED OR
GETS DELETED?

If your S-user ID was deleted, a new S-user ID needs to be created. Your
certificates can be reassigned. Please refer to KBA 2547250 - How to reassign
training (learning) certifications to a new S-User ID - SAP Training.



WHAT CAN I DO IF I DON’T RECEIVE NOTIFICATIONS?

Make sure notifications are enabled in your user profile in SAP for Me (select
Manage Notifications in the user drop down menu). In addition, make
sure notification-service@sap.com is not in your junk or deleted email folder.



I CREATED A CASE VIA THE SAP FOR ME, WHICH IS ALREADY BEING PROCESSED BY SAP
SUPPORT. WHAT WILL HAPPEN TO MY CASE IF MY S-USER ID ("REPORTER") EXPIRES OR
GETS DELETED?

The case handling process will not be affected even if the S-user ID of the
Reporter has been deleted/expired. However, if your S-user ID has already
expired, contact your user administrator to request reactivation and extension
of your expiry date. Once completed, you should again be able to access your
case(s). However, if your S-user gets deleted, you will need to request a new
S-user ID to resume case processing. Meanwhile, any other active user within the
company with case authorization can take over and process the case.



HOW DO I CHANGE OR RESET MY S-USER PASSWORD?

Please refer to the following guideline: P- or S-user password change and reset.

If you still face challenges, please raise an Official  Support Case for the
support team to investigate further.



CAN AN ADMINISTRATOR UPDATE A USER'S LIFETIME BEFORE THEY EXPIRE?

Yes, administrators can update the lifetime of a specific user at any point
before they expire. If using the mass update functionality, it can only be used
for S-users in the active, expiring or expired status; the expiry date of
S-users can only be set to a maximum of 24 months.

Note: Administrators should only extend S-users that are required to continue
transacting on behalf of the company.



CAN AN ADMINISTRATOR DELETE AN S-USER ID BEFORE THEIR LIFETIME EXPIRES?

Yes administrators may delete any S-user ID's at any time.




IF AN ADMINISTRATOR EXTENDS AN EXPIRATION DATE BEFORE THE USER IS NOTIFIED, WILL
THE USER STILL BE INFORMED?

S-users will be informed about any changes to their expiration dates.



WHICH ADMINISTRATORS ARE NOTIFIED ABOUT THEIR EXPIRING S-USER IDS?

All administrators (i.e super, cloud, or user administrators as well as Partner
Security Managers) will be notified about the expiring S-user IDs.



HOW DO YOU PREVENT AN S-USER ID FROM EXPIRING?

The customer/partner user administrators can use the SAP for Me "Support User
Management" card (Manage My Users application for Partners) to check the 'Expiry
Date' of their users. They can extend the expiry date via the 'Action' column.



WHAT SHOULD I DO IF I AM FACING CHALLENGES EXTENDING THE LIFETIME OF S-USER IDS?

Please refer to  KBA 2928052 - S-User ID Lifetime information - SAP ONE Support
Launchpad / SAP for Me. If you still face challenges, please create an
Official  Support Case for the support team to investigate further.



IS THE 'LAST LOG IN' DATE USED FOR AN AUTOMATIC EXTENSION OF THE S-USER VALIDITY
DATE?

No. There is no automatic extension capability within the S-user Lifetime
functionality. During the creation of a new S-user ID, the validity period
defaults to 2-years. The user administrator can amend the validity date if
needed. The ‘last log in’ date can be used by the user administrator to
determine whether the S-user ID is still being used, and thus merit an
extension.



I AM A VAR-D PARTNER. WILL S-USER LIFETIME MANAGEMENT AFFECT MY DAY-TO-DAY CASE
HANDLING PROCESSES?

The same guidelines and rules apply to VAR-d partners: administrators must
maintain S-user IDs regularly. Like customers, partners will also receive
notifications for expiring users within their organization.  

Also, if you are using SAP Solution Manager for case management, please ensure
that S-user IDs in your AISUSER table are still active. Those S-user IDs are
used for case forwarding to SAP Support. Case forwarding to SAP Support is not
possible if the S-user IDs used are either expired, inactive, or deleted.



I AM A VAR-D PARTNER. WILL I ALSO GET NOTIFIED WHEN S-USER IDS FROM OUR END
CUSTOMER EXPIRE?

No. Only your end customers will receive such notifications for their own S-user
IDs. It is your customer's responsibility to manage their own S-user IDs.



DO THE VAR-D USER ADMINISTRATORS HAVE AN OVERVIEW OF ALL S-USER IDS AND THEIR
EXPIRY DATES?

Yes, VAR-d User Administrators can see all S-user IDs within
their organization. 

For VAR -d end customers, only the customer User Administrators will be informed
of the expiring S-user IDs within their organization. As their Support Provider,
you cannot see your end customer's S-user ID status and expiration date. This
needs to be managed by the customer organization themselves.  



I AM A VAR-D PARTNER AND USE SAP SOLUTION MANAGER FOR CASE HANDLING. I HAVE
FORWARDED A CASE THAT IS CURRENTLY BEING PROCESSED BY SAP SUPPORT. WHAT WILL
HAPPEN TO MY ACTIVE CASE IF EITHER THE S-USER ID OF MY END CUSTOMER ("REPORTER")
OR OUR VAR PARTNER S-USER ID ("CREATOR") GETS EXPIRED OR DELETED?

Your SAP Solution Manager system will still be able to read and update your
cases within SAP Solution Manager, even if the end customer's or your own S-user
ID of the end customer becomes expired or deleted. However, it will not be
possible for the SAP Solution Manager to send or forward your case back to SAP
if any S-user ID involved (either the "Reporter" or the "Creator") in forwarding
to SAP is either expired or deleted. Therefore, if the S-user ID has expired,
please contact your user administrator to reactivate the S-user ID and extend
its expiry date.  

It is important that your end customer ensure that they keep track and ensure
that their S-user ID expiry dates are updated accordingly. If S-user IDs are not
maintained, then case exchange with SAP may be disrupted. 



CAN THE VAR-D PARTNER UPDATE THE S-USER ID OF AN ACTIVE CASE AT SAP FROM SAP
SOLUTION MANAGER?

Yes. If the VAR-d partner knows which end customer S-user ID is active, s/he can
change the "Contact Person" entry from the AISUSER table to the active S-user
ID. Please also reference SAP Note 2511493.



FROM A PARTNER PERSPECTIVE, IS THE S-USER LIFETIME MANAGEMENT JUST RELEVANT FOR
RAISING SAP CASES?

No, it is also relevant for logging into various SAP portals and systems.



I AM A VAR-D PARTNER. WILL OUR END CUSTOMER BE EXPECTED TO UPDATE AND MANAGE ALL
THEIR S-USER IDS?

Yes, your customers will need to manage, review all created S-user IDs for their
organization and decide for themselves which ones to extend and which ones to
allow to expire (or they can already delete them manually, if applicable). For
this purpose, the user administrators can reference the "last login" date, which
provides some information on whether the S-user ID is still being used. VAR-d
end customers also need to be conscious and check with their Service Providers
which S-user IDs are being used by the Service Provider when sending cases to
SAP. VAR-d customers need to ensure that those S-user IDs do not expire.
Otherwise they will be impacted when forwarding cases to SAP Solution Manager.

For general partner User Lifetime information and FAQ, see here.



I AM A VAR-D PARTNER AND I AM USING AN SAP SOLUTION MANAGER 7.2 TO EXCHANGE DATA
BETWEEN THAT SAP SOLUTION MANAGER SYSTEM AND SAP FOR MY CUSTOMERS AND ME. DO I
NEED TO TAKE ANY ACTIONS?

Yes, please check SAP Notes 2961836 and 2945427 and consider implementing them
based on your use case.



I AM USING AN SAP SOLUTION MANAGER 7.2 TO EXCHANGE DATA BETWEEN THAT SAP
SOLUTION MANAGER SYSTEM AND SAP, DO I NEED TO TAKE ANY ACTIONS?

Yes, please check SAP Notes 2961836 and 2945427 and consider implementing them
based on your user case.


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