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||Ensures 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|
"Working closely with a TAM (Technical Account Manager) was instrumental in the process. I highly recommend."
Diane Jaic, Sr. Business Systems Analyst, RBC