ForgeRock (PingIdentity) Post-Merger Support Confusion vs Avatier’s Clear Service Model

Mergers and acquisitions create significant ripple effects for enterprise customers. The recent acquisition of ForgeRock by Ping Identity (following Ping’s own acquisition by Thoma Bravo) has created substantial uncertainty for customers of both platforms. As organizations navigate this shifting terrain, many are reevaluating their IAM partnerships and discovering the stark contrast between post-merger confusion and the stability offered by providers like Avatier.

The ForgeRock-Ping Identity Merger: Support Challenges Emerge

The ForgeRock acquisition, valued at approximately $2.3 billion, promised synergies and enhanced capabilities. However, as with many large-scale technology mergers, the reality for customers has proven more complicated. According to a recent Enterprise Strategy Group (ESG) survey, 73% of organizations report experiencing support deterioration following their IAM vendor’s acquisition.

Customers report several critical challenges:

1. Support Ticket Confusion and Extended Resolution Times

ForgeRock and Ping Identity customers are experiencing extended support resolution times, with tickets bouncing between support teams unfamiliar with each other’s technologies. What previously took hours now often takes days or weeks as support structures are reorganized.

One global financial services firm reported that average resolution times for critical tickets increased by 87% in the six months following the merger announcement, severely impacting their ability to respond to security incidents quickly.

2. Unclear Product Roadmaps and Integration Uncertainty

Perhaps most concerning for enterprises is the uncertainty surrounding product roadmaps. Customers who invested heavily in either ForgeRock or Ping Identity solutions now face questions about which features will survive, how the technologies will integrate, and whether their specific use cases will continue to be supported.

3. Account Team Turnover and Relationship Disruption

Post-merger reorganizations have led to significant account team shuffling. Enterprises that built relationships with dedicated account managers now find themselves explaining their complex environments to new representatives unfamiliar with their history and specific implementation details.

4. License Structure Changes and Cost Concerns

Early indications suggest potential license structure changes as the merged entity seeks to harmonize pricing models. This creates budgetary uncertainty for customers who had locked in specific terms with either ForgeRock or Ping Identity.

Avatier’s Consistent Service Model: A Clear Alternative

In stark contrast to the post-merger challenges, Avatier maintains a clear, consistent service model that emphasizes stability, personalized support, and transparent roadmaps. Avatier’s comprehensive Identity Management Services offer a refreshing alternative for organizations seeking reliability in their IAM infrastructure.

1. Dedicated Professional Services with Continuous Support

Unlike the revolving door of account teams common during acquisitions, Avatier provides consistent professional services that go beyond initial implementation. The company’s approach ensures customers have dedicated support personnel who understand their specific deployment, integration points, and business requirements.

Avatier’s professional services include:

• Implementation assistance with seasoned experts who have deployed Avatier solutions across various industries
• Architecture planning that accounts for existing infrastructure and future growth
• Customization services that adapt the platform to specific organizational needs
• Ongoing optimization to ensure the solution evolves with the organization

2. Clear, Customer-Influenced Product Roadmap

While merged entities often struggle with competing internal priorities that delay innovation, Avatier maintains a customer-centric development approach. The company’s roadmap is transparent and heavily influenced by customer feedback rather than post-merger consolidation pressures.

Recent innovations demonstrate Avatier’s commitment to advancing identity management capabilities:

• AI-driven identity governance that reduces administrative burden
• Enhanced zero-trust architecture support to meet evolving security requirements
• Expanded self-service capabilities that improve user experience while reducing IT workload

3. Consistent Licensing and Predictable Costs

Avatier offers predictable licensing models without the sudden shifts often experienced during vendor consolidations. This stability allows organizations to budget effectively for their identity management needs without fear of unexpected cost increases.

The company’s licensing approach features:

• Transparent pricing that scales with organizational needs
• Bundled capabilities that provide comprehensive solutions without nickel-and-diming for features
• Flexible deployment options including on-premises, cloud, and hybrid models to match IT strategy

Industry-Specific Considerations: Why Service Consistency Matters

The impact of service disruptions varies significantly by industry. Avatier recognizes these unique needs and provides industry-specific identity management solutions that address sector-specific compliance and operational requirements.

Healthcare: HIPAA Compliance and Patient Data Security

For healthcare organizations, any disruption in identity management services can have direct implications for HIPAA compliance and patient data security. With HIPAA Compliant Identity Management, Avatier delivers consistent support for healthcare’s unique challenges, including:

• Streamlined clinical access workflows that maintain strict compliance
• Role-based access control specifically designed for healthcare environments
• Automated access certification to maintain continuous compliance
• Integration with leading EHR systems and healthcare applications

A major healthcare provider recently noted that Avatier’s consistent support model allowed them to maintain 99.9% uptime for critical identity systems during a major organizational restructuring—a period when support responsiveness is most crucial.

Financial Services: Maintaining Regulatory Compliance

Financial institutions face some of the strictest regulatory requirements for identity management. When support becomes inconsistent following a vendor merger, compliance risks increase substantially.

Avatier’s Identity Management for Financial Services offers uninterrupted support for critical compliance requirements, including:

• SOX compliance automation
• Fraud prevention through enhanced authentication controls
• Continuous monitoring and attestation workflows
• Detailed audit trails for regulatory reporting

Government Agencies: Continuity for Critical Infrastructure

Government agencies require service continuity for identity systems that often support critical infrastructure. Post-merger support disruptions can have national security implications.

Avatier’s government solutions provide FISMA, FIPS 200, and NIST SP 800-53 compliant identity management with the consistent support necessary for mission-critical operations.

Technical Considerations: Integration and Automation Stability

While mergers often disrupt integration capabilities and automation workflows, Avatier maintains consistent support for these critical technical aspects of identity management.

Stable API Ecosystem

Avatier maintains a stable API ecosystem that organizations can rely on for custom integrations. Unlike post-merger environments where APIs may change as platforms consolidate, Avatier provides:

• Consistently documented APIs
• Backward compatibility commitments
• Developer support for integration challenges
• Regular enhancements without breaking changes

Reliable Automation

Avatier’s Identity Anywhere Lifecycle Management delivers reliable automation capabilities that organizations can build business processes around without fear of sudden changes, including:

• User provisioning and deprovisioning workflows
• Access request and approval automation
• Compliance certification campaigns
• Password management and multi-factor authentication

Making the Switch: Strategies for Transitioning from ForgeRock/Ping

Organizations concerned about the future of their ForgeRock or Ping Identity implementations are increasingly exploring alternatives. When evaluating Avatier as a potential replacement, consider these transition strategies:

1. Gap Analysis and Requirements Mapping

Begin by documenting current capabilities and mapping them to Avatier’s offerings. This reveals both functional gaps and opportunities for enhancement.

2. Phased Migration Approach

Rather than a complete rip-and-replace, consider a phased migration that prioritizes the most critical or at-risk components of your current implementation.

3. Parallel Operations During Transition

Maintain existing systems while implementing Avatier solutions, allowing for thorough testing and validation before full cutover.

4. Leverage Professional Services

Utilize Avatier’s professional services to accelerate implementation and ensure best practices are followed from the start.

Conclusion: Stability in a Consolidating Market

As the identity management market continues to consolidate, service consistency becomes an increasingly valuable differentiator. The challenges facing ForgeRock and Ping Identity customers highlight the risks of vendor mergers and the importance of choosing partners committed to service excellence.

Avatier’s clear service model, industry-specific solutions, and technical stability provide a compelling alternative for organizations seeking predictability in their identity management infrastructure. While mergers and acquisitions will continue to reshape the IAM landscape, Avatier remains focused on delivering consistent, high-quality service that organizations can build their security strategies around.

For enterprises reevaluating their identity management partnerships in light of recent market changes, Avatier offers not just technological capabilities but the service stability necessary for long-term success in an increasingly complex security environment.

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