## 6.3.1.13.12.1.2  Access Categories
Access categories classify the purpose of SAP support user access to customer systems.
| Access Categories Name   | Use                                                                                                                                                                                                                                                                                                                                                       |
|--------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| Operations               | The Operations access category is used for system access by central cloud operations teams for system lifecycle man- agement, reactive system management and proactive sys- tem management. Such access is not based on individual support cases. Taking over authorization from customer business users or customer communication users is not possible. |
| Name                 | Use                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    |
|----------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| Customer Support     | The Customer Support access category is used for system access based on support cases raised by the customer. The purpose of the system access is documented in a customer support case and can be reviewed in customer service management. System access is restricted to a pro- cessor of a customer case that is not completed. Support cases created for productive systems also allow access to non-productive systems. Support cases created for non- productive systems do not allow system access to pro- ductive systems. System access to a productive system requires a case for that specific system. Customers may allow the processor to copy authorizations from one spe- cific customer business user or customer communication user. Consent to that is documented in the customer sup- port case. The processor of the case can then copy these authorizations in addition to a support access level. The SUPPORT_DEFAULT and SUPPORT_DEFAULT_APP support access levels are automatically approved for processors of customer support cases to access customer systems. The SUPPORT_EXTENDED support access level is also automat- ically approved for processors of customer support cases to access non-productive customer systems. To access pro- ductive customer systems using the SUPPORT_EXTENDED support access level, an SAP internal approval process is in place for SAP S/4HANA Cloud as well as SAP BTP ABAP environment. Any requests for higher privileged support ac- cess levels in customer systems enforce the principle of dual |
| Health Check Support | The Health Check Support access category is used for sys- tem access based on support incidents raised internally by automatic health checks. The purpose of the system access is documented by SAP internally via the incidents. Proce- dures for approval of access levels match the procedures of the Customer Support access category. The same is true for restrictions of access to productive systems versus non-pro- ductive systems.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| Emergency Support    | Support user access is controlled by a platform for central cloud management. The Emergency Support access cate- gory is used for locally created support users in situations where the connection to the central cloud management is interrupted. The purpose of the emergency support access is documented in a customer support case and can be re- viewed in customer service management.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| Name                 | Use                                                                                                                                                                                                                                                                                                                                      |
|----------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| SAP Internal Support | The SAP Internal Support access category is used for sys- tem access to SAP internal test or demo systems. It is not intended for system access to customer systems. Werec- ommendthat you create an incident for cloud operations to validate the configuration of support user access if there is any such access in customer systems. |
## Related Information
SAP Support User Request Log [page 2796] Access Levels [page 2797]