Support Channel Availability: How Avatier Outperforms SailPoint in Customer Accessibility

The quality and accessibility of technical support can make or break your implementation success. As organizations navigate digital transformation initiatives, having responsive support channels becomes a critical factor in vendor selection.

This comprehensive comparison examines how Avatier’s customer support infrastructure delivers superior accessibility compared to SailPoint, empowering IT teams to resolve issues faster and maximize their identity management investment.

The Growing Importance of Support Accessibility in Identity Management

According to Gartner, organizations that implement robust identity management solutions with accessible support channels reduce security incidents by 45% and help desk costs by 30%. In the high-stakes world of identity security, the ability to quickly reach support experts can mean the difference between a minor hiccup and a major security incident.

“Support quality is the second most important factor when selecting an identity governance solution, after only security effectiveness,” notes Forrester Research in their 2023 Wave report on Identity Governance and Administration providers.

Comparing Support Channel Availability: Avatier vs. SailPoint

1. Omnichannel Support Approach

Avatier Avatier delivers a true omnichannel support experience with seamless integration between support channels. Users can begin a conversation in one channel and continue in another without losing context – a significant advantage for global teams operating across time zones.

The Avatier Identity Management Suite (AIMS) includes built-in support access from within the platform, allowing administrators to initiate support tickets without leaving their workflow.

SailPoint SailPoint offers multiple support channels but operates them as separate systems. This creates information silos where context can be lost when switching between channels, often requiring customers to re-explain issues when moving from chat to phone support.

2. Real-Time Support Options

Avatier

• 24/7/365 Live Support: Available for all enterprise customers
• Live Chat: Average response time of 2 minutes
• Phone Support: Direct connection to support engineers, not generalist call centers
• Video Conferencing: Available for complex troubleshooting
• Remote Session Support: Engineers can directly assist with complex configurations

SailPoint

• Phone Support: Limited to business hours for standard customers
• Chat Support: Available during business hours only
• 24/7 Support: Only available for premium support customers at additional cost
• Remote Sessions: Limited availability requiring special approval

3. Self-Service Resources

Avatier Avatier provides comprehensive self-service options that complement their live support channels:

• Interactive Knowledge Base: Contextual help within the platform
• Video Tutorials: Step-by-step implementation guides
• Community Forum: Active community of identity professionals
• Solution Templates: Pre-configured workflows for common scenarios

Avatier’s professional services extend beyond traditional support with implementation assistance and strategic consulting that helps customers maximize their identity management investment.

SailPoint SailPoint offers:

• Knowledge Base: Extensive but often requiring advanced search skills
• Documentation: Comprehensive but frequently criticized for complexity
• Community: Active but primarily focused on technical users
• Webinars: Scheduled learning events with limited on-demand options

4. Mobile Support Accessibility

Avatier Avatier’s commitment to mobility extends to their support infrastructure. The Avatier mobile apps provide direct access to support resources, allowing administrators to troubleshoot issues even when away from their desks. This mobile-first approach ensures support accessibility regardless of location.

SailPoint SailPoint has more limited mobile support options. While they offer a mobile app for end-users, administrator support access through mobile devices is restricted, often requiring desktop access to initiate and manage support requests.

5. Response Time and Resolution Metrics

Avatier

• First Response Time: Average of 15 minutes for critical issues
• Resolution Time: 85% of tickets resolved within 24 hours
• Escalation Process: Automatic escalation based on issue severity
• Customer Satisfaction: 96% positive rating on support interactions

SailPoint

• First Response Time: Varies by support tier, averaging 1-4 hours for critical issues
• Resolution Time: Average of 36 hours for standard support customers
• Escalation Process: Requires customer initiation in many cases
• Customer Satisfaction: 89% positive rating according to industry reports

The Real-World Impact of Support Accessibility

Case Study: Global Financial Institution

A Fortune 500 financial services company with operations in 30 countries was evaluating both Avatier and SailPoint for their identity governance needs. During the proof-of-concept phase, they encountered configuration challenges with both platforms.

With Avatier, their team received immediate assistance through the built-in support chat, with an engineer initiating a video session within 10 minutes. The issue was resolved in under an hour.

With SailPoint, they submitted a ticket and received an initial response four hours later. The resolution required multiple follow-up communications and was completed two days later.

This stark contrast in support accessibility influenced their final decision to implement Avatier’s Identity Anywhere solution across their enterprise.

Why Support Channel Diversity Matters

Different identity management challenges require different support approaches:

1. Emergency Security Issues: Require immediate phone or chat access to experts
2. Complex Configuration Questions: Benefit from screen sharing and video conferencing
3. General How-To Questions: May be resolved through knowledge base articles
4. Strategic Implementation Planning: Best addressed through scheduled consultation

Avatier’s approach ensures the right support channel is available for each scenario, while SailPoint’s tiered support model can limit access to the most appropriate channels based on your support package.

Specialized Support for Compliance and Governance

Identity management solutions play a critical role in regulatory compliance. The accessibility of compliance-specific support expertise can significantly impact audit outcomes.

Avatier Avatier provides dedicated compliance specialists through their support channels who understand regulations like NIST 800-53, HIPAA, SOX, and GDPR. These specialists can provide guidance on compliance configurations and help prepare for audits.

SailPoint While SailPoint offers compliance expertise, access to these specialists typically requires premium support tiers or professional services engagements, creating potential delays in receiving compliance-specific guidance.

Total Cost of Support Accessibility

When evaluating identity management solutions, organizations must consider the total cost of support:

Avatier

• Comprehensive support included in standard licensing
• Minimal upsells for premium support features
• No additional charges for extended hours support
• Implementation assistance included in onboarding

SailPoint

• Tiered support model with significant cost differences between tiers
• Premium features like 24/7 support require additional investment
• Implementation support often requires separate professional services engagements
• Higher total cost of support over a typical 3-5 year deployment

Leveraging AI to Enhance Support Accessibility

Both vendors are incorporating AI into their support infrastructure, but with different approaches:

Avatier Avatier is pioneering AI-powered proactive support that can identify potential issues before they impact operations. Their AI assistant can guide administrators through complex tasks and learn from previous support interactions to provide increasingly personalized assistance.

SailPoint SailPoint has implemented AI primarily for initial ticket routing and knowledge base searches, with less emphasis on proactive issue detection and resolution assistance.

Conclusion: Why Support Accessibility Should Influence Your Identity Management Decision

The accessibility of support resources directly impacts:

1. Time to Value: Faster issue resolution accelerates implementation milestones
2. Security Posture: Prompt support for security concerns reduces vulnerability windows
3. Administrator Efficiency: Accessible support reduces IT team frustration and time waste
4. User Adoption: Quick resolution of end-user issues improves overall adoption rates
5. Compliance Confidence: Access to compliance experts ensures regulatory alignment

While both Avatier and SailPoint offer robust identity management solutions, Avatier’s commitment to support accessibility provides a clear advantage for organizations that value responsive assistance and minimal downtime. The combination of 24/7 availability, multiple communication channels, and built-in platform support creates an ecosystem where identity challenges can be quickly addressed.

When evaluating identity management solutions, we recommend requesting a detailed support model comparison and speaking with reference customers about their support experiences. The right vendor should provide not just powerful technology, but also the accessible support infrastructure to ensure your long-term success.

For organizations prioritizing both advanced identity governance and exceptional support accessibility, Avatier’s Identity Management Services deliver the optimal combination of technology and human expertise to secure your digital transformation journey.

Try Avatier today