Standard Technical Account Management
A basic level of service for access to Subject Matter Expertise (SME).

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Enterprise Technical Account Management
An enhanced level of service for more SME access and upgrade assistance.

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Strategic Technical Account Management
A highly-available level of service for SME access, upgrade assistance, and an annual training budget.

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Tier Comparison Chart

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BeyondTrust enterprise technical account managers (TAMs) are technical resources who will partner with you to gain an in-depth knowledge of your BeyondTrust environment, technical accounts, and overall business operations. Your BeyondTrust TAM will become your trusted advisor and advocate within BeyondTrust and is uniquely positioned to provide a proactive approach to the support and ongoing operation of your BeyondTrust investment.

Use the following chart to compare your options and to help guide your decision on which TAM service tier is right for you.

Value Add Services Description Standard Enterprise Strategic
Single Point of Contact TAMs act as a single point of contact for all technical items, enhancing existing support Yes Yes Yes
Support Incident Reviews Review of all open support incidents 1 call per month 1 4 calls per month 1 12 calls per month 1
Enhancement Management TAMs monitor feature requests and provide updates to customers as needed Yes Yes Yes
Escalation Management Act as an escalation point for new and existing tickets, driving resolution internally Yes Yes Yes
Product Announcements Provide a notification of product updates and announcements Yes Yes Yes
Environment Profile Setup & Management Configuration of an environment profile for streamlined support Yes Yes Yes
Customer Success Review Quarterly meeting to ensure maximum value with BeyondTrust products by reviewing current use cases, identifying upcoming business goals and timelines, and providing recommendations on how to achieve these goals. 1 review annually 1 2 reviews annually 1 4 reviews annually 1
Customer Success Plan A tailored success plan outlining key objectives and timelines for completion of business goals and use cases Yes Yes Yes
Upgrade Coordination Coordination of software upgrades to existing deployments. Product specific, utilizing internal process to inform support teams of pending customer upgrades Yes Yes Yes
Upgrade Assistance TAM would participate in upgrade during scheduled timeframe to ensure smooth upgrade, and ability to pull in additional resources as necessary. Product specific, including after-hours, must be pre-scheduled No Yes Yes
Case Management & Oversight Enhancing existing support services by being more deeply involved in day-to-day operations No Yes Yes
Go Beyond Access Up to two tickets for access to our Go Beyond user conference (T&E not included) No No Yes
Health Checks Performed annually (within annual subscription). Depth of health check is determined on a per product basis No 1 annually 1 2 annually 1
Training Courses Up to two public training courses No No 2 annually 1
On-site Visits On-site review and touch point (includes Customer Success Review) No 1 annually 1 2 annually 1
  1. These are executed as necessary, upon requirement or request

“I highly recommend the Technical Account Management service, having someone that you can trust to share best practices and guidance on EPM framework is priceless. If you don’t have the service, it’s time to change that, you won’t regret it!”

Diane Jaic, Sr. Business Systems Analyst, RBC

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