SailPoint Support Policy: SailPoint Offerings
Catalog row in Vendor License Sources · Cited
- Kind
- Support policy
- Format
- Applies to
- Premium Support, Supplemental Support, response goals, Software additional support terms (single production instance, scope of coverage, end of support) and the SaaS availability SLA. The PDF footer reads v2023FEB01 while the file name carries 2026JUL27, so no effective date is recorded.
- Aliases
- Support Policy
- Evidence
- Premium Support is included at no extra fee; Supplemental Support is an add-on
- Premium Support is included at no extra fee; Supplemental Support is an add-on
- Support covers a single production instance of the Software
- Support covers a single production instance of the Software
- All Software at an installation site must be covered by Software Support
- All Software at an installation site must be covered by Software Support
- Software versions go out of support after a fixed period
- Priority 1 problems have a 30 minute target response and an 8 hour workaround goal
- Priority 1 problems have a 30 minute target response and an 8 hour workaround goal
- SaaS availability SLA is at least 99.9 percent per calendar month
- Support access is limited to ten named contacts