Peace of mind with after-hours support
When preparing for go-live, the SailPoint Professional Services team can provide you with an additional layer of support outside of normal business hours. For clients who require access to SailPoint Support outside of the Monday – Friday 8 a.m. – 6 p.m. timeframe for a one-time event, we give you the option to engage our Support and Professional Services Teams to assist.
Our Go-Live Support offering is staffed with highly skilled Identity Security Cloud Support and Professional Services consultants with experience in a variety of configuration and environmental issues. We will act as a second line of defense to marshal resources and ensure a smooth transition.
Customers with Premium support can open cases and immediately address them with our support team for new capabilities that are being released over the weekend, not just functionality that was already in production.
Go-live support details
The SailPoint Services Team will work with each client team to determine the specified time period for the Go-Live Support. We will coordinate SailPoint resources in advance of the date with a clearly defined communication plan.
Our experienced consultants will be ready to accept your call on the go-live date should any issues arise. Your designated consultant will have full access across multiple Identity Security Cloud teams to drive issues to resolution during this critical juncture.
We recommend customers schedule the Identity Security Cloud Go-Live Support 4 weeks prior to the go-live date.
PLEASE NOTE:
Rule deploys are not supported, even for clients who purchase Weekend Go-Live Support, rule deploys are not covered in the Weekend Go-Live service as there are multiple teams involved in the rule deploy process.
Weekend Go-live is a paid service and Expert Service Hours are needed. To engage Weekend Go-live, you can reach out to your Customer Success Manager or SailPoint Service Project Manager.
Get access to Identity Security Cloud teams after business hours
- Ability to raise SailPoint Identity Security Cloud Support tickets after business hours for a specified time period (weeknight or weekend)
- Access to four unique Identity Security Cloud Teams to quickly and swiftly collaborate on unforeseen issues that could negatively impact a go-live
Your cloud consultant will engage the following teams after business hours:
- Identity Security Cloud Engineering
- Identity Security Cloud DevOps
- Identity Security Cloud Support
- Identity Security Cloud Professional Services
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
To request support for a weekend go-live fill out the "Submit an Expert Services request" form at the bottom of the Working With Services page.
