Strategic 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 Strategic TAMs are resources who will partner with you to gain an in-depth knowledge of your BeyondTrust environment and your business operations. The 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.

Strategic TAMs have a focused customer list to allow for a high level of availability.

Customer Profile

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You should consider an engagement with a BeyondTrust Strategic 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 Up to three review calls per week 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 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. Two of these being on-site.
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.
Go Beyond Access Up to two tickets for access to our GoBeyond user conference (T&E not included).
Health Checks Up to two annually; depth of Health Check is determined on a per product basis.
Training Courses Up to two shared virtual training courses.
On-site Visits On-site review and touch point; up to two annually (includes the Customer Success Review).

“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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