WorldPay - IDM & AM Support 2020

Worldpay (Client) plans to implement ForgeRock’s Identity platform, OpenAM and OpenDJ, in Production to protect enterprise and external facing applications for approximately twelve thousand (12K) employees and two million (2M) external users. The Authentication Engine will employ a Gateway model and provide basic web authentication, OAuth, OpenID Connect, SAML Federation, MFA integration and policy enforcement. The platform will integrate with several directory services, i.e. Radiant Logic, FR Directory and Active Directory, to support next-generation and legacy authentication needs. Applications will typically rely on Integrated Windows Authentication (IWA) and Form-Based Login for authentication. The platform will utilize a scaling and automation tool, to be determined during implementation.

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

• ForgeRock Access

• ForgeRock Directory

• ForgeRock Identity Gateway

• Apache Tomcat

• Java

• Jenkins

HCM is only responsible for integration with the following products:

• Up to eighty (80) VantivIQ applications

• Up to four (4) Horizon SSO

• One M&T Bank Federation

HCM is responsible for the following infrastructure Platforms with regard to the IAM platform only:

• Amazon Web Services

• Elastic Kubernetes Service

• Key Management Service

• Route 53

• Application Load Balancer

• Web Application Firewall

• Docker

Tier 3 Managed Support Services provides:

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

• For Production environment, provide Severity 2 and Severity 3 incident resolution and service call support

• For Test and Development environments, provide Severity 2 and Severity 3 incident resolution and service call support and resolution

• For Production, inform Tier 2 group of System Security Patching for in scope systems. Tier 3 is responsible for implementation using Enhancement Credits.

• For Production, provide scheduled and unscheduled system restart monitoring and support

• For Production environment, if enterprise monitoring software is available and accessible, provide solution monitoring

• For Production, identify and provide a mutually agreed upon plan to address fixing repetitive, ongoing issues (Resolution is performed by Tier 2 or HCM Enhancement Services staff)

• For Production, HCM Management will provide Vendor escalation support for Client opened Production incidents. HCM will 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.

• Work Requests (non-Incidents) can be submitted through the ITSM system for prioritization and resolution by Tier 2 to Tier 3.  Tier 3 provides an intake process and provides an estimate of effort. Delivery is based on available effort hours with no severity associated to the effort