"Working closely with a TAM (Technical Account Manager) was instrumental in the process. I highly recommend."
—Diane Jaic, Sr. Business Systems Analyst, RBC
Enterprise Service Tier
Your BeyondTrust implementation plays a vital role in your organization’s security and operations. To ensure it runs smoothly and is configured in line with best practices, our Technical Account Managers (TAMs) are here to help you get the most out of your investment.
Enterprise TAMs serve as strategic partners, developing a deep understanding of both your BeyondTrust environment and your broader business needs. Acting as trusted advisors and internal advocates, TAMs take a proactive approach to support and ongoing operations - helping you maximize value, reduce risk and stay ahead of evolving requirements.
Customer Profile
You should consider an engagement with a BeyondTrust Technical Account Manager if:
You’d like to ensure your BeyondTrust solution is operating smoothly, optimized for performance, and configured according to best practices.
Your IT team has limited bandwidth to become deeply versed in BeyondTrust products.
Your environment is complex or involves integrations with other systems.
Your organization would benefit from regular scheduled touchpoints with a BeyondTrust expert.
You prefer having a dedicated technical contact to manage escalations and oversee resolution of high-priority issues.
You’re planning product upgrades and would appreciate expert guidance throughout the process.
Value Add Services
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. |
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 |
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. |