Success Packages & Support Agreements

Standard Success Package

• 99.50% Uptime Availability
• Access to product updates and upgrades
• Access to Customer Portal
• Access to Forums and Ideas Portal
• Online Case Submission
• 16x5 Coverage Monday–Friday, 6:00am–10:00pm (Production and Non-Production Systems). Customer must designate one time zone to establish the hours of coverage during which Saviynt will provide Support Services for Production and Non-Production Systems 
• Sev1 Response Time: 2 hours
• Authorized Customer Support Contacts: 2
  

Gold Success Package

• 99.50% Uptime Availability
• Up to 10% discount on Training and Expert Services 
• Access to product updates and upgrades
• Access to Customer Portal
• Access to Forums and Ideas Portal
• Access to “Ask a Saviynt Expert” Live Sessions
• Continuous Health Monitoring
• Sev1 Response Time: 2 hours
• 24x7 Coverage for Severity 1 Issues (Production Systems)
• 16x5 Coverage for Severity 2 through Severity 4 Issues, Monday–Friday, 6:00am–10:00pm (Production and Non-Production Systems). Customer must designate one time zone to establish the hours of coverage during which Saviynt will provide Support Services for Production and Non-Production Systems (Severity 2, Severity 3 and Severity 4 issues)
• Escalation Management
• Authorized Customer Support Contacts: 5

Platinum Success Package

• 99.90% Uptime Availability
• Up to 15% discount on Training and Expert Services 
• Access to product updates and upgrades
• Access to Customer Portal
• Access to Forums and Ideas Portal
• Access to “Ask a Saviynt Expert” Live Sessions
• Assigned Customer Success Manager (CSM)
• Detailed Success plan (* as needed based on account review)
• Continuous Health Monitoring
• Online Case Submission through Chat and Phone Support
• Sev1 Response Time: 1 hour
• 24x7 Coverage for Severity 1 Issues (Production Systems)
• 16x5 Coverage for Severity 2 through Severity 4 Issues, Monday–Friday, 6:00am–10:00pm (Production and Non-Production Systems). Customer must designate one time zone to establish the hours of coverage during which Saviynt will provide Support Services for Production and Non-Production Systems (Severity 2, Severity 3 and Severity 4 issues)
• Escalation Management
• Authorized Customer Support Contacts: 10

Diamond Success Package

• 99.90% Uptime Availability
• Up to 20% discount on Training and Expert Services 
• Access to product updates and upgrades
• Access to Customer Portal
• Access to Forums and Ideas Portal
• Access to “Ask a Saviynt Expert” Live Sessions
• Assigned Customer Success Manager (CSM)
• Detailed Success plan (* as needed based on account review)
• Saviynt Executive Sponsor
• Continuous Health Monitoring
• Technical Account Management (TAM) services
• Expert Slack Channel Access
• Sev1 Response Time: 30 minutes
• 24x7 Coverage for Severity 1 Issues (Production Systems)
• 16x5 Coverage for Severity 2 through Severity 4 Issues, Monday–Friday, 6:00am–10:00pm (Production and Non-Production Systems). Customer must designate one time zone to establish the hours of coverage during which Saviynt will provide Support Services for Production and Non-Production Systems (Severity 2, Severity 3 and Severity 4 issues)
• Regional Support Team
• Designated Support Engineer
• Escalation Management
• Field Engineering Services
• Authorized Customer Support Contacts: 20

Premium Support Package

(**Add on for Platinum Support for an additional price)

• Designated Support Team:
  • L2 Engineer
  • L3 Engineer
  • Infrastructure Engineer
  • Field Engineer
• Augmented Monitoring and Observability
• Escalated Troubleshooting/Triaging Across Issue Categories
• Accelerated Review of Support Cases
• Best Practices for Operational Run Time Processes

Detailed Descriptions:

Ask A Saviynt Expert Live Session

One hour teleconference session with a Saviynt Senior Technical Consultant, where the customer can ask for “how-to” questions related to implementation or operation, understand Identity Management best practices, clarify documentation, and/or get their configurations and integrations reviewed by an expert. For example:

1. Activities from Saviynt Expert Session can include
   1. Providing Guidance in integration of sources and end points 
   2. Best practices 
   3. Requirement analysis 
   4. Roadmap planning for go live > Subsequent phases.
2. Review and advise on the project documents including HLD, LLD, testing and go live strategy documents. Suggest best practices to avoid pitfalls.

Assigned Customer Success Manager (CSM)

A named point of contact to help guide your Saviynt journey, as well as be your advocate into the Saviynt organization.  The CSM will manage a cadence of activities, including Business Reviews, roadmap sessions, User Groups, and executive meetings.  The CSM will also manage the customer’s Success Plan (where applicable)and encourage full adoption of Saviynt capabilities.

Detailed Success Plan

(* as needed based on account review) A detailed plan articulating the customer’s overall business goals, with respect to Identity Management, and progress against it.  This includes:

1. Baselining the customer against a best practice maturity model
2. Developing metrics and ROI goals for the platform
3. Measuring progress against those goals on a regular cadence

Technical Account Management (TAM) Services

Access to a Technical Account Manager (TAM) who will help the customer navigate through the various stages of the Saviynt lifecycle. It may include:

1. Advice on best practices
2. Assess progress against Success Plans and drive adoption of the Saviynt platform
3. Participate in requirement, implementation, and deployment reviews
4. Provide visibility into the Saviynt Roadmap and demo features that are meaningful to the customer
5. Provide demos of the relevant Saviynt capabilities
6. Work with the customer and Saviynt support on high-priority cases to identify the cause and define a path to faster resolution

Expert Slack Channel Access

A dedicated and private Slack channel with Saviynt Experts to allow continuous communication between the Customer and Saviynt. Customers can add up to 20 contacts to the channel. This channel will be leveraged to get answers to technical "how to" questions related to Saviynt implementation, management, and operation.  Questions will have a 24-hour initial response SLA.

Continuous Health Monitoring

Continuous health monitoring of Saviynt Hosted system and applications, with automated Monitoring, Alerting and remediation in place for Systems/ Infrastructure issues.