SailPoint contract, support and evaluation terms are the documents that surround the identity metrics: who the parties are, what the licence allows, how overuse is handled, when fees fall due, what support is included and how a trial works. The Framework Customer Agreement is between the customer and SailPoint Technologies, Inc., a Delaware corporation, on behalf of itself and any Affiliates performing under it, and it is supplemented by Product Specific Terms, the Support Policy and, for trials and partners, separate agreements.[1][2]
Editions
| Document | Applies to | Version shown |
|---|---|---|
| Framework Customer Agreement | SaaS Services, Software, training and Professional Services | Last updated 2025-12-20[1] |
| Product Specific Terms | AI features and SaaS terms, FedRAMP Identity Security Cloud, Agentic Fabric Entro, SAAM, SAIR | Effective 2025-12-12[3] |
| Evaluation Agreement | Free evaluation of SailPoint Offerings | Last updated 2026-08-27[4] |
| Support Policy | Premium and Supplemental Support, SaaS availability | Footer v2023FEB01[5] |
| Partner Fleet Program General Terms | Resellers and managed service providers | Last updated 2026-06-17[6] |
| Framework Agreement FAQ | Explanation of the Framework Customer Agreement | V2025SEP10[2] |
The Framework Customer Agreement’s effective date is the earlier of the customer’s initial access to any SailPoint Offering through an online process or the effective date of the first Order Form referencing it, and it governs the customer’s initial purchase and future purchases made on Order Forms that reference it.[1] A fully executed agreement that expressly governs the customer’s Orders supersedes it.[1]
Metrics
The contract does not define identity metrics; it points to them. An Order is a purchase order, statement of work or ordering document accepted by SailPoint that identifies the offerings or services, pricing, applicable licence metrics and Order Term.[1] The Documentation is the user guides, release notes and other materials provided at documentation.sailpoint.com, the site that also hosts SailPoint’s Customer Agreements Definitions page.[1][7] A User means Persons and Machines authorised by or on behalf of the customer, and the Affiliate definition requires greater than 50 percent of the voting rights.[1]
Counting and floors
- Payment. Unless the Order says otherwise, fees are due net 30 days from invoice. Overdue amounts may accrue the lesser of 1.5 percent per month or the maximum rate permitted by law. Fees are non-refundable, non-cancellable and not subject to set-off.[1]
- Overage. If a customer exceeds the rights granted in an Order it agrees to pay all fees required to meet its actual usage within 60 days of written notice.[1]
- Breach. Either party may terminate for a material breach not cured within 30 days of written notice. If SailPoint terminates for the customer’s uncured breach, all unpaid fees under all Orders are accelerated and become immediately due.[1]
- Termination by the customer. A terminated Order does not relieve the customer of the obligation to pay all fees stated in the Order for the full term, except where the customer terminates for SailPoint’s material breach, in which case SailPoint refunds a pro-rata portion of prepaid fees for the remainder of the Order Term.[1]
- Support contacts. Support access is limited to 10 named contacts per customer.[5]
Virtualization and partitioning
The agreement has no virtualization or partitioning clause. The one environment rule is that SailPoint Offerings exclude pre-production and sandbox environments provided with them, and SailPoint provides no Support, warranties or indemnification for trials, pre-production or sandbox instances, evaluations or beta offerings.[1]
Cloud and self-hosted
Use rights and restrictions
During the Order Term SailPoint grants a limited, non-exclusive, non-transferrable, non-sublicensable right to access, install, execute or use the offerings, solely for the customer’s internal business operations and in accordance with the Documentation.[1] The customer must not copy or republish the offerings, make them available to anyone other than Users, rent, lend, sell, sublicense or use them to provide service bureau, time-sharing or other services to third parties, or use them to build a similar or competitive product.[1] Prohibited Data, such as health information and payment card data subject to HIPAA or PCI standards, may not be sent to SailPoint or stored in the SaaS Services.[1]
Suspension and termination
SailPoint may suspend use if it reasonably believes there is a significant threat to security, integrity, functionality or availability, if the customer breaches the general restrictions, or if undisputed fees are not paid, using commercially reasonable efforts to give notice and an opportunity to remedy first. Suspension does not release the customer’s payment obligations. On expiry or termination all Software licences and SaaS access end, and the customer must stop using and remove the Software and Documentation.[1]
Assignment and changes
Neither party may assign the agreement without the other’s consent, not to be unreasonably withheld, except to an Affiliate in a corporate reorganisation or in a merger, acquisition or sale of substantially all its business or assets.[1] SailPoint may modify the agreement. Unless it specifies otherwise, changes become effective for a customer on renewal of the then-current Order Term or on the effective date of a new Order Form after publication, and continued use after an updated version takes effect is acceptance.[1]
Product Specific Terms
The Product Specific Terms supplement the agreement for specific offerings. They are effective 2025-12-12 and cover the AI Terms and SaaS Terms, the FedRAMP-authorised Identity Security Cloud, Agentic Fabric Entro, SAAM and SAIR.[3] Under the AI Terms the customer uses AI Features solely for internal business purposes, owns Input and Output except where the Output is based on SailPoint confidential information, and may not use the AI Features for high-risk purposes.[3]
Programs
Premium Support and Supplemental Support
Premium Support is included in the purchase of a SailPoint Offering and is provided during the Order Term for no additional fee. Supplemental Support may be available for an additional fee as an add-on.[1][5] Premium Support covers support during the customer’s local business hours (Monday to Friday, 8am to 6pm in the customer’s chosen time zone), telephone or electronic support, bug fixes and updates and enhancements. Response goals are 30 minutes for Priority 1 problems, 1 Business Hour for Priority 2 and 4 Business Hours for Priority 3.[5] For each production instance of the SaaS Services SailPoint states an availability commitment of at least 99.9 percent in each calendar month of a paid-up SaaS Term, counting only unavailability longer than 30 seconds.[5]
Evaluation Agreement
The Evaluation Agreement’s Term is the 30-day period beginning on the Effective Date unless a different period is specified at provisioning. Use is limited to a sandbox, non-production environment, SailPoint does not provide maintenance, support, warranties or service levels, and either party may terminate on five business days’ notice.[4]
Partner Fleet Program
Under the Partner Fleet General Terms a Customer can be an entity that acquires use rights through a Partner for its own internal business use or an entity to which a Partner provides managed services for SailPoint Offerings, as provided under a Partner Schedule.[6] The Framework Customer Agreement provides that Orders placed through a Partner are subject to pricing agreed between customer and Partner, and that offerings bought directly or through a Partner are governed by the agreement.[1] If a Partner notifies SailPoint that it is entitled to terminate or suspend offerings under its own agreement with the customer, SailPoint may suspend or terminate them.[1]
Audits and compliance
SailPoint may verify the customer’s use of the offerings against current use rights and licences under all active Orders. For Software, requests are made no more than once per calendar year. For SaaS Services SailPoint actively monitors usage against entitlement.[1] The remedy stated is payment within 60 days of fees to meet actual usage, with no separate audit-cost or penalty clause in the agreement.[1] The agreement also sets a liability cap: each party’s aggregate liability is limited to the fees paid or payable under the Order giving rise to the claim in the 12 months preceding the event, subject to listed exceptions that include damages arising from breach of the general restrictions in section 4.2 and the customer’s payment obligations.[1]
Out of scope
Governing law and country-specific terms vary by customer location and are set out in the agreement’s Exhibit B. Data processing and security terms are published separately and are not summarised here. The product metrics are in the Identity Security Cloud, IdentityIQ and add-on articles.