"Working closely with a TAM (Technical Account Manager) was instrumental in the process. I highly recommend."
—Diane Jaic, Sr. Business Systems Analyst, RBC
Technical Account Management
Partner with a trusted advisor and advocate within BeyondTrust who is uniquely positioned to provide a proactive approach to the support and ongoing operation of your investment.
Enterprise Technical Account Management
An enhanced level of service for more SME access and upgrade assistance.
Standard Technical Account Management
A basic level of service for access to Subject Matter Expertise (SME).
Strategic Technical Account Management
A highly-available level of service for SME access, upgrade assistance, and an annual training budget.
Tier Comparison Chart
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