Personalized Support Options Sample Clauses
The "Personalized Support Options" clause defines the provision of tailored assistance or services to meet the specific needs of an individual or organization. This may include assigning dedicated support personnel, offering customized troubleshooting, or providing resources that address unique requirements beyond standard support. By specifying the availability and scope of personalized support, this clause ensures that parties receive targeted help, thereby improving satisfaction and resolving issues more efficiently.
Personalized Support Options. Customers who pay for Enhanced Support Coverage, and who are current on payment of Maintenance Services fees, may purchase the Personalized Support Options described herein at an additional fee and as ordered in a Quote, Schedule, or Customer Purchase Order, and such personalized support options may be subject to additional terms located in a Service Brief, SOW or similar document. In addition to the TAM and DSE support services specified below, all Personalized Support Options will include the following services:
(1) Review, reporting, and management of Service Requests;
(2) Monitoring and notification to Customer of Service Request trends;
(3) Technical escalation management;
(4) Bi-annual on-site account reviews;
(5) Conference calls, scheduled as necessary, to discuss support-related matters; and
(6) If the TAM or DSE is unavailable, Customer may access RSA’s 24x7x365 Telephone Support
(i) Technical Account Manager (TAM)
Personalized Support Options. Customers who pay for Enhanced Support Coverage, and who are current on payment of Maintenance Services fees, may purchase the Personalized Support Options described herein at an additional fee and as ordered in a Quote, Schedule or Customer Purchase Order. In addition to the TAM, DSE, and OSE support services specified below, all Personalized Support Options will include the following services:
(1) Review, reporting, and management of Service Requests;
(2) Monitoring and notification to client of Service Request trends;
(3) Technical escalation management;
(4) Bi-annual on-site account reviews;
(5) Conference calls, scheduled as necessary, to discuss support-related matters; and
(6) If the TAM, DSE, or OSE is unavailable, Customer may access EZMCOM's 24x7x365 Telephone Support.
1. Technical Account Manager (TAM)