Enterprise Service Tier

Your BeyondTrust implementation is a critical part of your environment. You need this investment running smoothly and configured according to best practices. BeyondTrust Technical Account Managers (TAMs) help ensure that you are receiving maximum value from your BeyondTrust investment.

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

Customer Profile

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You should consider an engagement with a BeyondTrust Technical Account Manager if:

  • You want to ensure that your solution is running smoothly, optimally, and configured according to best practices
  • Your IT staff doesn’t have the time to dedicate themselves to becoming BeyondTrust experts
  • Your BeyondTrust environment is complex, or integrated with external systems
  • Your organization would benefit from regularly scheduled meetings with a BeyondTrust expert
  • You want a single point of contact for escalations who will “own” your high priority issues until they are resolved
  • You want to ensure that your solution is running smoothly, optimally, and configured according to best practices
  • You want assistance with product upgrades

Value Add Services

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Value Add Services Description
Single Point of Contact TAMs act as single point of contact for all technical items, enhancing existing support.
Support Incident Reviews Weekly review of all open support incidents.
Enhancement Management TAMs monitor feature requests and provide updates to customers as needed.
Escalation Management Act as an escalation point for new and existing tickets, driving resolution internally.
Product Announcements Provide notification of product updates and announcements.
Environment Profile Setup & Management Configuration of an environment profile for streamlined support.
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.
Customer Success Plan A tailored success plan, outlining key objectives and timelines for completion of business goals and use cases.
Upgrade Coordination Coordination of software upgrades to existing deployments; product specific, utilizing internal process to inform support teams of pending customer upgrade.
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.
Case Management & Oversight Enhancing existing support services by being more deeply involved in day-to-day operations.
Health Checks Up to one annually; depth of Health Check is determined on a per product basis.
On-site Visits On-site review and touch point; up to one annually.

Enterprise Service Tier

"Working closely with a TAM (Technical Account Manager) was instrumental in the process. I highly recommend."

Diane Jaic, Sr. Business Systems Analyst, RBC

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