HIGHMETRIC UK LTD.

SailPoint Services

Full, end-to-end SailPoint IAM implementations including requirements/design workshops, solution build, solution transition and hyper-care lead by an Engagement Manger and a Solution Architect acting as technical lead - advisory / success work stream ensures business objectives are met.

Features

  • Support during license procurement
  • Project initialisation and kick-off
  • Requirements/design workshops
  • Agile, devops or waterfall build stage
  • Transition into operations/production
  • Hypercare
  • Engagement Manager lead
  • Solution Architect technical lead
  • Managed Service for BAU support
  • Advisory/Success Management workstream

Benefits

  • Right-size license purchase
  • Best practice adherance
  • Business outcome/value driven
  • Agile delivery
  • Certified, experienced consultants
  • Industry vertical specific experience
  • Market segment specific experience
  • Application suite integration expertise
  • External system integration best practice and architecture
  • Strategic design and advisory services

Pricing

£300 to £1,800 a unit a day

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@highmetric.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

3 1 2 0 1 0 8 4 0 2 2 4 3 3 4

Contact

HIGHMETRIC UK LTD. UK Public Sector Team
Telephone: 07506583977
Email: hello@highmetric.com

Planning

Planning service
Yes
How the planning service works
Our pre-sales solution consultancy capability engages with our customers early and often in the planning stages to ensure all elements of the proposed SailPoint solution are aligned with their requirements including licensing, implementation and support.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • SailPoint
  • Cyberark
  • Okta
  • Ping Identity
  • Radiant Logic
  • BeyondTrust
  • Varonis

Training

Training service provided
Yes
How the training service works
Training is provided as either a stand alone lifecycle event or as part of a ServiceNow implementation using certified ServiceNow trainers the service can be delivered either in a class room or remotely.

The training covers fundamentals, process and technical elements of ServiceNow and Cloud and can lead on to certification and accreditation
Training is tied to specific services
Yes
Services the training service works with
  • SailPoint
  • Cyberark
  • Okta
  • Ping Identity
  • Radiant Logic
  • SailPoint
  • Varonis

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
A documented, proven approach is taken to service onboarding which can include the migration of data from the incumbent system. As a omni-channel managed service the onboarding will include setup on our support system, chat, email and phone.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • SailPoint
  • Cyberark
  • Okta
  • Ping Identity
  • Radiant Logic
  • BeyondTrust
  • Varonis

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Weekly / twice weekly stand-ups and bi-weekly retrospectives are conducted with the customers Engagement Manager (EM), these are augmented by Quarterly Service Reviews performed by a Senior Director

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management
  • Security audit services

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
A Managed Service and Break-Fix support, including:

> 24/7/365 Issue Support Provided but a Global Managed Services Desk (UK, India, USA)
> Dedicated technical account manager and delivery team certified by ServiceNow
>Customer requests held to Service Level Agreements and Service Targets
> Solution road mapping and strategic guidance
> Integration assessment, review and support
> Global Managed Services request portal
> Change Management planning, review, implementation, and release
> Problem Management investigation and review
> Knowledge Management review, creation, and maintenance
> Patch and upgrade planning, support, testing, and go live
> Monthly and quarterly service reviews including service delivery reporting
> System performance tuning and remediation
> System development governance

Service scope

Service constraints
Full copies of our Master Service Agreement (MSA), Statement of Works (SOW) and Terms and Conditions are attached to this service definition

Every project goes through a requirements gathering stage and the scope is agreed before commencement of the build stage

User support

Email or online ticketing support
Email or online ticketing
Support response times
Service Level Target for response are 2 hours and resolution in 8 hours (SLT vary per priority of request)
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
Web chat testing was actioned by our Partner ServiceNow
Support levels
Managed Services Support Levels differ by days purchased and a Technical Account Manager is assigned for every tier

Tactical

> Operational Services
> Business Service Requests
> Knowledge Request

Planned

> As Tactical plus:
> Projects
> Roll-over off hours

Strategic

> As Planned plus:
> Strategic Services
> Road Map Services

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
SailPoint

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£300 to £1,800 a unit a day
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@highmetric.com. Tell them what format you need. It will help if you say what assistive technology you use.