SailPoint

SailPoint Platinum Plus Support and Maintenance Supplement

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Thumbnails Document Outline Attachments Find: Previous Next Highlight all Match case Presentation Mode Open Print Download Current View Go to First Page Go to Last Page Rotate Clockwise Rotate Counterclockwise Enable hand tool Document Properties… Toggle Sidebar Find Previous Next Page: of 1 <ul> <li>Facebook</li> <li>Twitter</li> <li>Linkedin</li> <li>Google Plus</li> <li>Email</li> </ul> Presentation Mode Open Print Download Current View Tools Zoom Out Zoom In Automatic Zoom Actual Size Page Fit Page Width 50% 75% 100% 125% 150% 200% 300% 400% SAILPOINT PLATINUM PLUS SUPPORTSUPPLEMENT(ver. 102320)Platinum Plus Supportfor SailPoint’s on-premise Software (IdentityIQ) is supplemental to Premium Support, which must be in effect at the time Platinum Plus Supportis purchased and deliveredand support term end dates must align. In addition to the support coverage provided under Premium Support, Customerwill receive the following support coverage under Platinum Plus Support:•Extended support coverage–follow-the-sun support available:oSeverity 1 issues: 24 hours a day, 7 days a weekoSeverity 2 issues: 24 hours a day, 5 days a week (Monday thru Friday)•Designated Senior Support Team–direct access to designated resourceswho are assigned to support Customer•Technical Account Manager–a Technical Account Manager will be identified to manage priority situations•Issue prioritization-a higher level of issue and escalation prioritization•Maintenance review. SailPoint will review Customer environment on a quarterly basis to ensure relevant patches are applied•Regular case reviews to identify trends and preventative measures•Root cause analysis (RCA).When requested by Customer, SailPointwill provide RCA documentation for Severity 1 and Severity 2 issues. RCA may not always be possible in situations where critical artifacts are removed or reproducible steps are not available. RCA documentation includes the following: oIncident NumberoDate and Time of IncidentoSummary of IncidentoIdentified Root CauseoCorrective Action•Expert Services Assistanceis included for investigation of performance issues, configurations, and partner written rules making for a seamless Customerexperience. oProfessional Services remediation and implementation work requires a separate services statement of workthat will be purchased separately from this offering. oIdentity Check UP–SailPoint will provide one Identity Check UP during the term of this offeringfor a single environment. SailPoint will engage in the following tasks as applicable to Customer’senvironment and current implementationduring the Identity Check UP.oReview the overall IT environment (servers, databases, etc.) oReview the configured Applications on the IdentityIQ systemoReview Aggregation Schedules and Refresh TimesoReview Identity Attribute Definition and Source ConfigurationoReview UIConfig objects (Identity attributes in tables, menus, etc.) oReview Email server configurationoReview SSO and Pass-Through authentication configurationoReview defined Certifications in the systemoReviewHR feed and Manager Hierarchy itemsoReview LCM and/or Provisioning ConfigurationsoReview Exported XML artifacts and source controloReview account correlation, un-correlated accountsoReview Ticketing Integration Configuration settingsoReview Role Configuration and Role Mining ResultsoReview Identity Refresh Task SeparationoReview load balancer configuration and SSL setupsoReview Performance managementoIdentity Check UP DeliverablesoCustomer-Specific Identity CheckUP Report More Information Less Information Close Enter the password to open this PDF file. Cancel OK File name: - File size: - Title: - Author: - Subject: - Keywords: - Creation Date: - Modification Date: - Creator: - PDF Producer: - PDF Version: - Page Count: - Close Preparing document for printing... 0% Send This Link to a friend Your Name Friends Name Your Email Address Friends Email Address Message