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Expert Services Support Overview

AegisUSA, an end-to-end total solution provider focused on Identity Management (IdM), offers our customers the option of affordable post-production support for the implementation and maintenance of their IdM environment. AegisUSA is the only provider in our industry with the experience necessary to make this offering available to our customers. Our post production support agreement includes:

  • -Resolution of issues with the IdM deployment
  • -Response time guidelines to ensure issues are resolved in a timely manner
  • -Regular updates of resolution progress to customer
  • -Set monthly fee
  • -Various service levels available to meet each different needs
  • -One year agreement renewable annually with option to upgrade

The AegisUSA Support Solution is an affordable approach to maintaining an IDM implementation that balances the usage of full time technical resources and the use of outside experts.

Why AegisUSA Support

The FTE Problem:

Resource skill sets required to support the IDM solution are very similar to those required during the implementation phase. Many customers utilize vendors or implementation partners to ensure a successful deployment and must consider how to acquire the same skill sets to maintain the system after go-live. Identity management professionals must have a broad set of skills to design, install, configure the system to communicate across platforms such as Microsoft AD, Oracle RDBMS, PeopleSoft ERP, SunGard Banner, Novell, and many others. AegisUSA has found:

  • -Available IDM technical specialists with experience do not exist. Almost all specialists are consultants or lack the necessary experience.
  • -Available Java technical specialists with experience do exist. Unfortunately, it takes three to six months, on average, to get up to the necessary skill and experience levels with IDM.
  • -Most implementations do not require full time, i.e. 160 hours/month, technical support unless doing project work to add new functions or provisioning targets.


The Consultant Problem:

The majority of skilled IDM professionals are employed by vendors, system integrators, and specialized consulting firms. Obtaining a senior-level IdM skillset is the direct result of involvement in numerous customer engagements and participating in multiple successful projects. Unfortunately consulting resources are expensive and best used to complete a specific project or deliverable, rather than an on-going support effort. AegisUSA has found the following issues when providing support with an open-ended 'bucket of hours':

  • -Without predictable usage patterns or full time, billable dedication, quick response times are not guaranteed.
  • -Intimate knowledge of the implementation can be lost over long periods of inactivity.
  • -Budget forecasting is much less predictable.

The AegisUSA Solution

AegisUSA is the first vendor in the industry to offer support for the 'as-built' implementation of an IDM solution. We are able to tailor a support package to meet the needs of every client. AegisUSA can:

  • -Provide dedicated support and guaranteed response times of one to four hours on a subscription basis over a period of twelve months.
  • -Maintain intimate knowledge of the custom IDM implementation.
  • -Provide a competitive monthly fixed price based on expected usage
  • -Provide flexible usage of support hours.

How We Do It

AegisUSA developed the support model through research in over 50 implementations of IDM software. The following areas are addressed in each support contract:
  • -Standardize and centralize communication through our online ticketing system.
  • -Perform a pre-support review of your current implementation and environment to ensure it is capable of receiving maximum benefit from our support offering.
  • -Ensure that full time, dedicated support is always standing by during normal business hours.

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