Technical Account Management Service Boost your customer experience with dedicated TAM service to optimize the speed of communication on critical environment changes in order to rapidly address any challenges. Read as PDF Service Description EfficientIP Technical Account Management Service provides you with a designated representative and advocate for your organization inside EfficientIP, the Technical Account Manager (TAM). The TAM will facilitate priority resolution of service issues and keep information flowing, developing a symbiotic relationship between your organization and EfficientIP. Acting as a customer advocate within EfficientIP, the TAM will relay and push your requirements to appropriate persons internally. The TAM coordinates internal resources as required to speed up, secure and enhance all EfficientIP service-related activities ensuring the proper handling and attention is provided. Customer Profile All EfficientIP customers are eligible to benefit from the Technical Account Management Service. The four levels (Silver, Gold, Platinum, and Diamond) of this one year subscription service will fit with any company seeking: Regular feedback on operational activities (e.g support activity, bug fix, services contract status) Escalation management in addition to normal escalation process. Proactive communication and access to Subject Matters Experts (SMEs) Key Benefits of the TAM Service Understand the key reasons for taking up the TAM service. Single Point of Contact Ease and accelerate communication between you and the EfficientIP team. Customer Environment Awareness Knowledge of customer environment, deployed solutions, technical challenges, and business objectives. Regular Review and Communication Conducts and coordinates communications, reviews and access between the organizations to achieve mutually agreed business objectives. Save Time Adjust case priority, proactively follow-up on cases and coordinate internal resources and Subject matter experts (SMEs) to accelerate case resolution. Customer Advocacy Influence and advocate customer needs within EfficientIP. Optimizing Solution Usage Share best practices and recommendations, and improvement to maximize solution value from EfficientIP customers. Technical Account Management Service: Features Comparison Service benefitsStandard SupportTAM SilverTAM GoldTAM PlatinumTAM Diamond Single point of contactNoDesignated ContactDesignated ContactDesignated ContactDesignated Contact Incident case managementYesYesYesYesYes Customer environment awarenessNoYesYesYesYes Customer advocacyNoYesYesYesYes Support Case and Bug Fix reviewNoQuarterlyMonthlyWeeklyWeekly Faster access to EIP Subject Matter ExpertsNoYesYesYesYes Direct Access TAM Service Review and CommunicationsNoNoQuarterlyQuarterly Onsite (Requires T&E)Quarterly Onsite (Requires T&E) Customer technical awareness, Best Practice sharingNoNoYesYesYes Customer Feature Enhancement DemandNoNoNoYesYes Member of EfficientIP Technology Advisory Board (TAB)NoNoNoYes (2 seats reserved)Yes (2 seats reserved) Software Health CheckNoNoNoAnnualAnnual Early Access to SOLIDserver beta releaseNoNoNoNoYes Acces to DDI OC & DNS ICNoNoNoNoTrial access for 6 months Faster access to EIP Professional ServicesNoVia Flex credit (not included)Via Flex credit (not included)Via Flex credit (not included)5 Flex credits included Faster access to EIP TrainingNoVia Flex credit (not included)Via Flex credit (not included)Via Flex credit (not included)1-year Training subscription for 2 people included For More Information For questions or to learn more about the EfficientIP Technical Account Management Service, we’re here for you. Contact Us
