Navigating SailPoint Support and Services Offerings

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Name	Coverage	Scope	Resources	Payment	Description
Professional Services	Full Atlas Platform	Long-Term	Dedicated Team	Statement of Work	SailPoint technical expertise for long-term project and/or staff augmentation.
Expert Services	Full Atlas Platform	Short-Term	Assigned per Case	Bucket of Hours	SailPoint technical expertise spanning a range of needs from implementation assistance to project expediting.
Platinum Support	Full Atlas Platform	Long-Term	Dedicated Team	Subscription	Enhanced, continuous support for SailPoint's Atlas Platform.
Premium Support	Full Atlas Platform	Long-Term	Assigned per Case	Subscription	Best-in-class customer support for out-of-the-box features and functionality only.
ISC Advisory Services	SaaS Solutions	Long-Term	Dedicated Team	Subscription	Holistic guidance towards a comprehensive identity security program.
IAI Advisory Services	Access Insights, Access Modeling, Access Recommendations	Long-Term	Dedicated Team	Subscription	Holistic guidance towards recognizing the full potential of AI and ML from day one.
Setup Services	Full Atlas Platform	Short-Term	Dedicated Team	Statement of Work	Expert guidance to ensure your implementation gets off to a great start.
Go-Live Support	Full Atlas Platform	Short-Term	Dedicated Team	Statement of Work	When preparing for go-live, the SailPoint Professional Services team can provide you with an additional layer of support outside of normal business hours.
Identity CheckUP	Full Atlas Platform	Workshop Series	Dedicated Team	Statement of Work	A deep dive into an existing SailPoint implementation to maximize stability, maintainability, and performance.
IAM Strategy Workshop	Full Atlas Platform	Workshop Series	Dedicated Team	Statement of Work	A one of a kind offering that the Professional Services organization offers potential and existing clients on the best path to take in their identity and access management journey.
FAM CheckUP	File Access Manager	Workshop Series	Dedicated Team	Statement of Work	SailPoint Professional Services team will perform a detailed analysis of your File Access Manager environment to fully understand any existing pain points and identify areas for improvement.
FAM Rapid Deployment	File Access Manager	Short-Term	Dedicated Team	Statement of Work	SailPoint Professional Services team will help speed the time of implementation and use of File Access Manager in your organization.

Professional Services

• Scope: SailPoint technical expertise for long-term project and/or staff augmentation.
• Key Benefits:
  • Cost-effective staffing for short-notice or quick-turn projects.
  • Flexibility to buy only the services you need — when you need them.
  • SailPoint expertise in development, infrastructure, performance and modeling.
• Professional Services

Expert Services

• Scope: SailPoint technical expertise spanning a range of needs from implementation assistance to project expediting.
• Key Benefits:
  • Expertise in development, infrastructure, performance, and modeling.
  • Proven methods to overcome development roadblocks and achieve architectural excellence.
  • Tailored engagement to optimize SailPoint implementation and maximize ROI.
• Expert Services Overview

Platinum Support

• Scope: Enhanced, continuous support for SailPoint's Atlas Platform.
• Key Benefits:
  • Extended support coverage with 'follow-the-sun' support model.
  • Dedicated Senior Support Team and Technical Account Manager for personalized service.
  • Regular maintenance reviews, case reviews, and root cause analysis to maintain optimum system performance.
• Platinum Support Offering 

Premium Support

• Scope: Best-in-class customer support for out-of-the-box features and functionality only.
• Key Benefits:
  • 24x5 support during 8a-6p local time (24x7 for Priority 1 Issues).
  • Support resources are assigned on a per case basis.
  • Online Support Portal available to access, update, or monitor case status.
• SailPoint Support Guide 

ISC Advisory Services

• Scope: Holistic guidance towards a comprehensive identity security program.
• Key Benefits:
  • Strategic insights for accelerated expansion and operational maintenance of SailPoint SaaS solutions.
  • Advisory workshops and TenantOps recommendations for continuous improvement.
  • Hands-on assistance with integration modules ensuring seamless operations.
• Identity Security Cloud Advisory Services 

IAI Advisory Services

• Scope: Holistic guidance towards recognizing the full potential of AI and ML from day one.
• Key Benefits:
  • Assistance with roles, modeling, and optimization.
  • Analytics support to foster data-driven decisions.
  • Specialized expertise to help you augment the products you use.
  • Descriptive, predictive, and prescriptive identity program guidance on an ongoing basis.
•  

Setup Services

• Scope: Expert guidance to ensure your implementation gets off to a great start.
• Key Benefits:
  • Establishment of initial connections by SailPoint's Professional Services team.
  • Additional expert advice, including project templates and best practices.
• IdentityNow Setup Services

Go-Live Support

• Scope: When preparing for go-live, the SailPoint Professional Services team can provide you with an additional layer of support outside of normal business hours.
• Key Benefits:
  • Get an added layer of after-hours support for critical go-live periods.
  • Reduce risks from any unforeseen issues by collaborating with SailPoint experts.
  • Submit support tickets outside of business hours for comprehensive coverage of business-critical functionality.
• IdentityIQ Weekend Go-Live Support 
• IdentityNow Weekend Go-Live Support 

Identity CheckUP

• Scope: A deep dive into an existing SailPoint implementation to maximize stability, maintainability, and performance.
• Key Benefits:
  • Improve stability, maintainability, and performance of your SailPoint Implementation.
  • Get a customized report with actionable next steps and best practices.
  • Work with experienced consultants to prepare for the next stage of your identity security journey.
• SailPoint Identity CheckUP (IIQ)
• SailPoint Identity CheckUP (IDN)

IAM Strategy Workshop

• Scope: A one of a kind offering that the Professional Services organization offers potential and existing clients on the best path to take in their identity and access management journey.
• Key Benefits:
  • 3 days on-site with a Sr. SailPoint Architect
    • Create a common internal understanding of important challenges and solutions to be addressed.
    • Prioritize goals for moving IAM program forward.
    • Quantify impact of current inefficiencies.
  • Strategy roadmap for next 18-24 months.
  • Business Value Assessment of implementing roadmap.
  • Statement-of-Work for the next project phase.
  • Funding justification to aid in achieving stakeholder buy-in.
• SailPoint IAM Strategy Workshop Offering 

FAM CheckUP

• Scope: SailPoint Professional Services team will perform a detailed analysis of your File Access Manager environment to fully understand any existing pain points and identify areas for improvement.
• Key Benefits:
  • Improve stability, maintainability, and performance of your FAM Implementation.
  • Get a customized report with actionable next steps and best practices.
  • Work with experienced consultants to prepare for the next stage of your identity security journey.
• File Access Manager Identity CheckUP 

FAM Rapid Deployment

• Scope: SailPoint Professional Services team will help speed the time of implementation and use of File Access Manager in your organization.
• Key Benefits:
  • Installation of FAM, Plug-and-Play Certified Monitors, and Generic Connectors.
  • Determination of visibility and establishment of controls. 
  • Additional enablement of best practices and more.
• File Access Manager Rapid Deployment