Strategy | Consulting | Operations | Technology | Managed Services

Admin-On-Demand

RSA- Archer
September 2020
 ADMIN-ON-DEMAND 2

RSA ARCHER

1 2 3
OVERVIEW OF SEVERITY LEVELS ENGAGEMENT MODEL
SUPPORT SERVICES

NEEDS UPDATES
Need for GRC Support
Overview of Support Services
An effective RSA Archer solution is a well-balanced combination of people, process, and technology. Once deployed, a successful solution
requires the right support package. Templar Shield's RSA Archer Admin-on-Demand service focuses on ensuring your utilization of the
solution is well supported. Support doesn’t make you successful – using the platform as well as you possibly can is what will make you
successful. Our Admin-On-Demand agents are highly trained in RSA Archer use cases, best practices for usage, and can provide support
tailored to your specific solution.

DESIGNATED SUPPORT ONLINE SUPPORT

LIVE PHONE SUPPORT
CONTACTS PORTAL

• Each customer will have
access to 3 tiers of support
resources, who all have
access to RSA Archer experts
who can answer questions
and resolve issues as needed
when they arise from
employees within the
company
• When needed, the
designated support contacts
will contact the RSA Archer
licensing support team for
software and/or platform
assistance
• Templar Shield's Admin-On-
Demand Support Portal
includes an online
knowledge base and a
variety of best practices and
other resources
• Clients can enter support
request tickets online, and
our Admin-On-Demand
Agents will respond to work
through issues, and act as
needed to implement the
resolution to the issue
• The online portal makes it
easy and convenient to
manage this process
• Customers can feel secure
knowing that they can turn
to a live Admin-On- Demand
Agent to help them with
questions on RSA Archer
• With over 20 core functions
supported, and at three
levels of experience, Templar
Shield's Admin- On-Demand
service enables you to have
access to the right resource,
at the right time, for the
right issue
Areas of GRC Support
Break down of support needed to design, build, deploy, and maintain a healthy IT GRC
program

INTEGRATIONS DASHBOARDS & REPORTI

USER PROVISIONING
& ACCESS CONTROL
MANAGEMENT MINOR ENHANCEMENTS

INFRASTRUCTU SYSTEM
RE & PLATFORM HEALTH
SUPPORT CHECKS
5
Severity Levels

Well defined severity levels help ensure that any issues that customers may experience are
prioritized appropriately.

SEVERITY LEVEL 1 SEVERITY LEVEL 2

Severe error that results in the Serious error that results in a
Service being completely
unavailable and halting
transactions with no workaround
01 02
major function of the Service
suffering a reproducible problem
causing either major
inconvenience to users or
consistent failure in common
functionality.

SEVERITY LEVEL
SEVERITY LEVEL 4 SEVERITY LEVEL 3
Service Requests such as sandbox Error that results in common
refreshes, setups, etc. functionality experiencing an

04
intermittent problem or a

03 consistent failure in less common

functionality.
Support Tiers

GRC SUPPORT FUNCTION SUPPORT METHODOLOGY STAFFING

TIERS
Tier 1 Basic end-user Support for basic user issues such as access Junior GRC Consultants
support and issues, data feed monitoring, liaison with RSA with up to 3 years of
issue resolution Archer support Archer experience

Tier 2 In-depth Archer Experienced and knowledgeable Archer resources GRC Consultants with
support provide troubleshooting & solutions for issues over 3 years of Archer
that cannot be handled by Tier 1 support. experience or resources
involved in the program
If issue cannot be resolved at this level, it is implementation.
escalated to Tier 3.
Tier 3 Expert Archer Access to the senior Archer resources available for The Tier 3 personnel is
support issue resolution or enhancements. most skilled and
experienced. They may
At this level, the support personnel will conduct be resources who were
in-depth root cause analysis and work with the involved in the solution
business stakeholders to determine if the fix designing or solution
should be implemented immediately or architects.
documented as a future enhancement.

In case of for immediate implementation, fixes are

handed to Tier 1 or Tier 2 personnel
Support Tiers – Functional Breakdown
FUNCTION TIER 1 TIER 2 TIER 3

USER ACCESS MANAGEMENT

USER INTERFACE & PROCESS

CONFIGURATION

DASHBOARD & REPORTING

LEGEND
DATA INTEGRATION Covered

INFRASTRUCTURE
MANAGEMENT
Partially Covered
SYSTEM HEALTH MONITORING

Not Covered
RSA SUPPORT LIAISON

END-USER TRAINING

MIGRATION ACTIVITIES

API & OTHER INTEGRATIONS

DATA PUBLICATIONS
Engagement Model
 10

APPENDIX
Support Tiers – User Access Management
FUNCTION TIER 1 TIER 2 TIER 3
USER ACCESS MANAGEMENT

Configure field level permissions

Add New Archer Users and edit existing Maintain permissions on reports Configure inherited permissions
Access Control and iviews
Users Create Groups Maintain basic role permissions Configure Rule-based automatic
record permissions

Maintain single sign-on and

LDAP Assist users with single sign-on issues Configure LDAP integration with
other existing LDAP Archer access control
configurations

Security Create and edit security parameters Create and edit security Create and edit security
parameters based on customer parameters based on customer
Parameters based on customer requirements requirements requirements

USER INTERFACE & PROCESS CONFIGURATION

Fields & Layo Edit existing configurations of fields Create basic fields and insert Create and edit advanced fields
them into the layout and reports

Validate and test that Archer out of Configure scheduled

recalculations Insert and validate Troubleshoot calculations that are
Calculations the box calculations are valid and
working correctly calculations created and supplied in an error status
by the customer
Understand, demo, and troubleshoot Make changes to existing
Workflow user issues regarding the existing workflows based on customer Edit and configure advanced
workflows
workflows requests

Report on the status of notifications Edit existing notifications at Create instant and
Notifications sent. the application level. reminder notifications.
Support Tiers – User Access Management
FUNCTION TIER 1 TIER 2 TIER 3

USER INTERFACE & PROCESS CONFIGURATION

Work with customers to configure Work with customers to

Campaigns Launch existing campaigns and launch one-time and date- configure recurring campaigns
based scheduled campaigns based on trigger criteria

Test applications and Participate in basic system testing

Participate in regression testing and
Testing questionnaires for expected results following test scripts and UAT and report on results
based on user issues reporting on results

DASHBOARDS & REPORTING

Create and edit basic global reports Create Statistics reports and Create global reports based on
Reports customer requirements including
based on customer-supplied criteria configure charts and graphs permissions and distribution

Dashboards/iViews Maintain existing dashboards and Add or remove Report iViews Create iViews and Dashboards
iViews, arranging content
Support Tiers – User Access Management
FUNCTION TIER 1 TIER 2 TIER 3

DATA INTEGRATION

Data Feeds Report on the status of datafeeds Troubleshoot existing datafeeds Create and conduct datafeeds to
running daily. and rerun when complete import records in bulk

Import data into leveled

Data Imports Conduct data imports of csv's Create csv import templates
provided by customers applications and cross-referenced
applications
INFRASTRUCTURE MANAGEMENT

Act as liaison with RSA Support during Complete wizard-based system Assist with major system upgrades
System Upgrades upgrades for version upgrades
system upgrades from RSA and system testing post upgrade

Troubleshoot or configure IIS,

SMTP, services, and other
Server Maintain the Archer Control Panel Familiarity with IIS and supporting components of
Administration Windows Services Archer
Work with SQL DBA in support of
Archer

SYSTEM HEALTH MONITORING

Retrieve server-level Archer error Review Error Logs and

Error Logs  
logs to supply to RSA Support troubleshoot error messages

Interpret and deliver system health Interpret and deliver system Interpret and deliver system health
Status Reporting status reports to internal health status reports to internal status reports to internal
of System Health
stakeholders stakeholders stakeholders
Support Tiers – User Access Management
FUNCTION TIER 1 TIER 2 TIER 3

RSA SUPPORT LIAISON

Serves as the single point of contact Serves as the single point of Serves as the single point of contact
RSA Support
Liaison with RSA Archer support to submit, contact with RSA Archer support to with RSA Archer support to submit,
track, and resolve issues. submit, track, and resolve issues. track, and resolve issues.

END-USER TRAINING

Conduct individual training Conduct administrative training to

User Training Conduct new user training for familiarize other Archer
onboarding new Archer users sessions to familiarize new users administrators with admin
with specific applications support tasks

MIGRATION ACTIVITIES

Package and Migrate Conduct systematic validation

Migration   configurations between of configurations post
environments migration.

API & OTHER INTEGRATIONS

Report on the status of existing API
API and other and other complex integrations,
integrations     troubleshooting failures if
necessary
DATA PUBLICATIONS

Maintain existing data publications

Data Publications    
and report on status