Mt Sinai - AM Support 2018-2019

Mt Sinai (Client) has deployed the ForgeRock Identity Platform. This solution primarily supports password synchronization between Client’s integration resources for end-user self-service password reset capability.

HCM MSS will be responsible for supporting the following Client platforms:

• FR Identity v4.0

• FR Access v13.0

• FR Directory v3.0

• FR Identity Gateway v4.0

And Integration with the following:

• SAP

• Active Directory (bi-directional pwd. sync)

• LDAP (Tivoli and FR)

Tier 3 Managed Support Services provides:

• For Production environment, provide Severity 1 outage incident resolution, including outage reporting (Resolution is defined as reasonable workaround, short-term fix or detailed plan for long-term solution)

• For Production and lower environments, provide Incident support and resolution for Severity 2 and 3 incidents

• For Production and lower environments, implement on the behalf of and inform Client of System Security Patching for in scope systems, as appropriate and approved by Client

• For Production environment, provide Scheduled and unscheduled system restart monitoring and support

• For Production environment, provide scheduled mutually agreed upon Health Checks and standard HCM Health Check automation functions

• For Production environment, if enterprise monitoring software is available and accessible, provide performance metrics reporting

• For Production environment, provide Support Metrics Reporting (monthly)

• For Production environment, identify and provide a proactive plan to address fixing repetitive, ongoing issues monthly (Resolution is performed by Client or HCM Enhancement Services staff)

• For Production environment, HCM Management will provide Vendor escalation support for Client opened Production actively open, manage and track Vendor Service Requests (SR) from inception to recommended resolution, providing regular reporting of status. Final Implementation is performed by Client or using Enhancement Credits.