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
Technical Product Assessment	Product assessments reviews are conducted by TAMs to analyze current usage, capture current state of production adoption and enables quicker time to value on new features and provides our customers with opportunities to establish goals for advance product utilization	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
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
On-site Visits	On-site review and touch point (may be coordinated with a Health Check, Technical Product Assessment	No	1 annually 1	2 annually 1
Training Courses	Includes 1 year subscription to Success Elevated (one product). Build essential administrator skills from foundational to advanced levels that includes certification exam.	No	No	Yes

1. These are executed as necessary, upon requirement or request