- Ensure reliable and secure operation of SailPoint ISC environments (Development, Production). - Supplement internal IT teams with expert managed services. - Maintain compliance with internal IT policies and external regulatory requirements. The selected vendor will: - Provide remote managed operations and support services. - Configure new certification campaigns. - Support operations including application administration, break/fix support, advisory services, and feature enhancements. - Maintain lifecycle management processes and certification campaigns. - Provide Level 2+ support and collaborate with software manufacturers. - Participate in quarterly service reviews and provide performance metrics. Vendor Requirements: - Proven experience with SailPoint ISC and ability to deliver services remotely. - Must be a SailPoint authorized Managed Service Provider (MSPs). - Must provide Texas Department of Information Resource Contract - Compliance with SAWS Network Access Security Policy or equivalent. - Provide designated technical and account management staff. Vendors must meet the following SLA targets: - P1 (Critical): Response in 30 mins, resolution within 4–8 hours. - P2 (High): Response in 30 business mins, resolution within 12–24 business hours. - P3 (Medium): Response in 2 business hours, resolution within 3–5 business days. - P4 (Low): Response in 4 business hours, resolution within 21 business days.
