At SailPoint, we’ve gone beyond traditional support to deliver strategic partnership through our Success Acceleration Service Packages. These curated packages—whether Silver, Gold, or Platinum—combine expert guidance, training, and insights to help you move faster, reduce risk, and realize value at every stage.
Here’s how one customer successfully leveraged their package—and how you can, too.
KICKOFF
A comprehensive introduction
The journey started with a clear, detailed overview of their SASP, highlighting the importance of Readiness Planning and essential prerequisites, such as Tenant Connectivity.
The value: Clear expectations ensured a smooth, informed start.
PERSONALIZED TRAINING
Customized training paths
The customer’s Onboarding Manager crafted a tailored training plan, aligning team roles and responsibilities with targeted courses from Identity University.
The value: Personalized training minimized confusion and equipped the team with precise, timely knowledge.
SUCCESS PLANNING
Setting strategic goals
With guidance, the customer built a Success Plan outlining clear objectives, milestones, and priorities for the coming year.
The value: Strategic planning aligned internal teams and established a robust foundation for tracking success.
LAYING THE FOUNDATION
Tenant Connectivity
The customer engaged in Tenant Connectivity working sessions to establish secure connections between their systems and SailPoint Identity Security Cloud, including:
- Deploying Virtual Appliances (VAs)
- Configuring an Authoritative Source (e.g., Workday)
- Setting up an Authentication Source (e.g., Active Directory)
The value: Established secure, operational readiness, facilitating a smooth transition to implementation.
EXPERT GUIDANCE
Ask an Architect
Before implementation, the customer leveraged two Ask an Architect sessions for early setup guidance and critical design feedback.
The value: Early expert insights prevented rework and optimized implementation quality.
RULE REVIEWS
Stability assurance
The customer utilized their SASP benefit for unlimited rule reviews, ensuring custom rules met rigorous security and performance standards.
The value: Enhanced stability and reduced operational risks.
PREPARING FOR LAUNCH
Go-live support
Approaching their go-live date, the customer requested go-live support and a readiness review, validating system and team preparedness.
The value: Minimized launch risks and ensured seamless deployment.
PRIORITY SUPPORT
Rapid issue handling
Post-launch, the customer efficiently managed critical issues by leveraging their Priority Case Queuing (Gold and Platinum packages).
The value: Faster resolution times ensured minimal disruption.
COMMUNITY CONNECTIONS
SailPoint Navigate
The customer attended the SailPoint Navigate Conference, utilizing their complimentary pass (Gold or Platinum).
The value: Expanded network, exposure to expert insights, and inspiration for future initiatives.
CONTINUOUS IMPROVEMENT
Maturity benchmarking
Following launch, the customer conducted a maturity benchmarking workshop to assess their progress against industry best practices.
The value: Data-driven insights informed strategic decisions and future investments.
FORWARD THINKING
The project review
Planning their next project phase, the customer scheduled a project review to validate alignment with best practices.
The value: Enhanced confidence and strategic alignment for future initiatives.
RESULTS AFTER ONE YEAR
Outcomes achieved & momentum built
As this customer’s journey shows, SailPoint Success Acceleration Service Packages are a demonstable strategic lever.
By proactively partnering with SailPoint Customer Success, they aligned key services like Success Planning, Tenant Connectivity, and Ask an Architect sessions to the right moments in their journey; utilzing each service as a value accelerator and shaping your identity journey into a success story.
✓ Faster time-to-value
✓ Fewer roadblocks
✓ Stronger cross-team aligment
✓ Maximized impact from every entitlement
