SailPoint go-live best practices

A successful go-live is a major milestone in your SailPoint journey, and we’re here to help you make it as seamless as possible. Below are key considerations and steps to take as you prepare for your big day.

Inform your SailPoint onboarding and customer success team

Your SailPoint Onboarding and Customer Success teams are your dedicated advocates and partners in achieving success. We want to celebrate this achievement with you and ensure the right resources are in place.

• Share key details: Provide your Customer Success team with your planned go-live date and a list of the specific functionalities you’ll activate.
• Align on resources: Collaborate with your Customer Onboarding Manager or Customer Success Manager to confirm that all necessary enablement and resources are in place for go-live and beyond.

Collaborate with SailPoint support for go-live

To ensure smooth collaboration with our Support team, it’s important to understand their role and availability.

Scope of support

• OOTB break-fix: SailPoint's technical support team specializes in resolving break-fix issues and troubleshooting Out-of-the-Box (OOTB) product features and functionality that have previously worked in your production environment.
• Customization or implementation work: For implementation-related events, such as customizations or implementation issues, reach out to your SailPoint services team or implementation partner.

Availability

• Business hours support: Per SailPoint's support guide, SailPoint's technical support team is available Monday through Friday, 8 AM - 6 PM in your local time zone.
• Weekend and After-Hours Considerations: Any unresolved issues on Friday will be resumed on Monday. If after-hours deployment is unavoidable, Identity Security Cloud (ISC) After Hours Go-Live Assistance provides additional support (ISC only, NERM excluded). Requests must be submitted at least four weeks in advance. For requests made with less notice, SailPoint will make commercially reasonable efforts to provide support. Assistance will be provided remotely.

Best practices

• Avoid after-hours go-live events: Plan your go-live for early in the week to maximize support availability and reduce risk.
• Grant tenant acccess: Ensure SailPoint's support team has access to your tenant in advance to assist with any potential issues by granting tenant access for the duration of your go-live event.

Proactively prepare your team

Proper preparation is critical to a smooth go-live. Follow these proactive steps to set yourself up for success.

Ask an Architect sessions

Utilize the Ask an Architect sessions available in your Success Acceleration Service Package to review your environment and to identify and mitigate potential issues before your go-live date.

Rule validation and deployment

• Rule deployment best practices: Ensure any rule deployments needed for go-live follow SailPoint's best practices for rule deployments.
• Unlimited rule reviews: As a Success Acceleration Service customer, take advantage of the unlimited rule reviews included in your subscription.
• Expert service hours: If your organization is not a Success Acceleration Service customer, ensure you have expert services hours on hand for submitting your rule for review. Should you need to purchase additional expert services hours, you can submit a request via this form.

SaaS change management best practices

Follow a controlled process for configuration, testing, and deployment. While specific practices vary by organization, we recommend thoroughly testing all changes in a non-production environment before implementing them in production.

In a nutshell

To further streamline your go-live, explore these additional tools and offerings:

• Collaborate with SailPoint Support and/or Services: If after-hours deployment is unavoidable, consider Identity Security Cloud After Hours Go-Live Assistance for peace of mind and additional support coverage.
• Leverage your Success Acceleration Service Package: Designed to ensure that your team has the expert guidance and immediate assistance needed during the most critical phase of your project, go-live, utilize services available in your subscription such as Ask an Architect, Unlimited rule reviews and Platinum and gold Success Acceleration Service support.
• Utilize enablement resources: Leverage resources such as SailPoint's Craft your program strategy and Change management and end-user adoption kit, along with additional guides and resources available through SailPoint's Customer Success Center.
• Go-live readiness tasks: Review all deployment best practices and pre-go-live checklists to ensure you've covered all necessary preparations.