Overview
When a Non-Employee Risk Management issue arises, which team do you contact? In many situations, the SaaS Support team is the correct resource to quickly resolve an issue, however there are certain instances where the Expert Services team may be required instead.
After reading this document, if you are still unsure whether your issue should be addressed by SaaS Support or Expert Services, please reach out to your Customer Success Manager for more guidance. They will be able to help determine the best resolution path for you and route it appropriately.
You can also contact your CSM (Customer Success Manager) or request an Expert Services/partner engagement directly if the issue is clearly something for Expert Services or an implementation partner. This will greatly improve your time to resolution. You can read more about Expert Services and how to engage the team in the Working With Services page.
Note: This document deals specifically with NERM issues. For other SailPoint SaaS Products, please see When Do I Need Expert Services?
SaaS Support or Expert Services?
Learn more about the scope of what each team addresses to help determine whether your issue should go to SaaS Support or Expert Services.
The SaaS Support team focuses on break-fix issues. Our Cloud Support Engineers have a diverse, deep skill set that allows them to understand and resolve issues related to OOTB (Out of the Box) product functionality that was working previously.
The Expert Services team focuses on issues that are not break-fix. Data quality challenges, new configurations, and creating and updating customizations all fall under Expert Services, as they are better equipped to efficiently, and effectively, craft a solution.
What is break-fix?
NERM issues generally involve highly customized workflows. If an existing workflow breaks without any involvement from the customer and no new customization is required, it is considered break-fix.
For issues that do not involve workflows, such as errors during user log-in, 40x or 50x errors with our API, or a native function in NERM is not working, these would be considered break-fix.
What is not break-fix?
The implementation of new workflows and further customization of current workflows for new business needs are not considered break-fix.
There is some overlap between break-fix issues and those that are not break-fix. For example, updates are vetted through QA and a product issue is highly unlikely, but possible (break-fix). However, some updates may result in the need for net new customization, such as changes to an API endpoint’s response limit (not break-fix). In either scenario, a support case can be opened where our Support team will help triage the issue to determine the correct path and team for resolution.
SaaS Support and Expert Services example scenarios
The following example scenarios highlight situations in which you may need SaaS Support or Expert Services assistance. The resource listed is the best option for quickly resolving your issue.
Example 1
Scenario: An existing onboarding workflow to create new Non-Employees suddenly started to fail on an API Action.
Resource: SaaS Support
SaaS Support can investigate why the workflow is failing and provide steps to resolve the issue.
Example 2
Scenario: An existing onboarding workflow has unexpected results.
Resource: SaaS Support/Expert Services
SaaS Support can help review a workflow and answer questions about how the workflow actions are expected to function. If configuration changes are needed to change the outcome of a workflow, the Expert Services can provide hands-on implementation assistance.
Example 3
Scenario: I have created a new workflow and need assistance with developing the correct actions .
Resource: SaaS Support/Expert Services
SaaS Support can answer questions about workflow actions and provide documentation, but Expert Services can provide more hands-on implementation assistance to configure the workflows.
Example 4
Scenario: The current configuration of NERM does not meet new business process requirements. I need assistance with reviewing the process requirements and configuration of new Workflows/Profile Types/Templates.
Resource: Expert Services
Expert Services can assist with updating existing configurations or developing new configurations for the business process requirements.
