SailPoint works to continually improve our Software as a Service (SaaS) features for our customers. On occasion, that results in changes that require existing software components and features to be removed. We support our customers through these changes in a structured process called end-of-life (EOL).
As we make EOL decisions, we strive to balance the value of the improvements with the impact to our customers’ operations.
In assessing change impact, we evaluate:
- Potential effect on customer business processes
- Feature usage data
- Customer feedback
In our communications, we work to:
- Provide as much lead time as possible to minimize disruptions
- Provide documentation of an alternative for a deprecated function (if available)
- Provide visibility in both Compass & our in-app notifications
Change Classifications and Lead Times
End of life changes are grouped into the following categories with associated lead times1:
| Impact to customers | Description | Notification lead time |
|---|---|---|
| Low | Limited changes to customer processes or procedures are anticipated. | 2 weeks to 90 days |
| Moderate | Functional changes are limited in scope. Changes are moderately impactful to customer processes or procedures. | Minimum of 90 days |
| High | Changes are highly impactful to customers and/or might impact compliance obligations/processes. This will require significant investment from customers to adapt. | 120 days to 12 months |
| Critical | A third-party dependency, security issue, or other critical risk causes an urgent need to change or remove functionality on an accelerated timeline. | Notified as soon as reasonably practical |
1 These notification lead times are estimates only and actual lead time will be determined in SailPoint’s sole discretion.