Premium Support

Providing 24×7 access to a dedicated team of Identity and Access Management experts.

Our Premium Support business provides post-go-live care which underwrites and warrants a solution through proactive management and maintenance. We focus on ensuring the successful ongoing operation of your IAM platform while easing the effort associated with on-boarding new projects, introducing new integrations and maintaining your environments and code bases.

Through our Premium Support service we partner with organizations to ensure they gain the most benefit from their IAM infrastructure. Our dedicated support teams provide continuous hands-on assistance and immediate escalation for urgent issues, which speeds resolution and enables you to keep mission-critical systems up and running. We support you through a Continuous Improvement, evaluating your IAM implementation and providing the training or tools your team needs to get the most value from your platform.

By connecting you with the right subject matter engineers who can solve your issues right away, and a technical account manager whose job it is to understand your business challenges, you receive unparalleled expertise, accelerated support, and strategic advice tailored to your IAM environment.

The support service provides a comprehensive capability across both Operational Support (run the service) and Platform Support (maintain and extend the service).

Responsibility

Through this support model we work with your operations teams to swiftly resolve issues and provide expert support and small change implementation skills, ensuring an environment remains current, well maintained and managed under a model of continuous service improvement. As part of an operational support offering Pirean take responsibility for problem management, patching and maintaining the in-scope software components and environments.

Operational Support (Run the service)

The Operational Support service provides access to a dedicated Support Team who have a detailed understanding of the technical environment and business needs of your security platform. The service provides capabilities across:

  • Change Management
  • Solution (Infrastructure-based) Problem Investigation
  • Solution (Infrastructure-based) Defect Resolution - Maintenance

Our Operational Support service benefits customers by:

  • Providing access to a dedicated support helpdesk
  • Providing support founded on a specialist knowledge of the platform and underlying technology
  • Ensuring your environment is proactively managed and any changes or fixes are considerate of your strategic vision and on-going deployment roadmap
  • Providing monthly service review reports and meetings
  • Providing a single point of contact for all platform related incidents and problem management records

Platform Support (Maintain and Extend the Service)

The Platform Support service provides an extension beyond Operational Support, taking responsibility for the ongoing development and enhancement of your security platform. The service provides capabilities across:

  • Change Management
  • Application (code-based) Problem Investigation
  • Application (code-based) Defect Resolution
  • Solution Development
  • Maintenance

Platform Support service

As part of the Platform Support service we provide expert support and development skills for the deployment of new functionality and integrations.

Examples of services that are part of the Platform Support service include:

Introducing new applications to the security platform (including provisioning targets for Identity Management and authentication targets for Single Sign-On).

The support, customization and enhancement of Workflows and Integrations within the existing platform.

Project-based support and remote design and architecture assistance (for example, working as part of a project team to provide integration advice and development services to on-board new projects to the platform).

Review of monitoring and performance detail in support of Continuous Improvement initiatives.

Our Premium Support offerings have been designed to provide 24×7 access to experts with flexibility in mind, aligning to the level of service you need and the goals of your business.