TAM Service Clause Samples
The TAM Service clause defines the provision of a Technical Account Manager (TAM) as part of the agreement. This clause typically outlines the responsibilities of the TAM, such as acting as a primary point of contact, coordinating support, and providing technical guidance to the client. It may specify the scope of services, availability, and any limitations or exclusions. The core function of this clause is to ensure the client receives dedicated technical support and account management, thereby improving service delivery and addressing technical issues efficiently.
TAM Service. Level 1.2
TAM Service. TAM Engineer availability during local business hours of 9:00am through 5:00pm. “Local business hours” refers to local time for a single customer facility designated by Customer at time of purchase. The TAM Engineer serves as the contact focused on Customer’s technical objectives and building familiarity with Customer network infrastructure and unique interoperability requirements. The TAM Engineer will be able to discuss technical issues specific to Customer’s business in order to support the optimal application of Infoblox products for Customer’s network needs. Customers experiencing a Severity 1 issue must contact Infoblox Technical Support via phone. Customer will be immediately routed to a senior Technical Support Center (TSC) engineer and the TAM Engineer will be notified of the situation. TAM Services are provided by the TAM Engineer as described below: TAM Assignment Primary Contact Designated Contact Dedicated Contact Customer Environment and Solution awareness Specialized knowledge about your network implementation and evolution path with Infoblox Proactive Incident and Escalation Management Ownership and management from reporting to the resolution supported by the Global Support Center (GSC) Health Reports and Operational Recommendations Monitoring and operational recommendations for the Infoblox solution to ensure optimal performance based on established thresholds etc. Upgrade Assistance Recommendations on relevant upgrades with customizable Method of Procedure (MOP) MOP Template Customized step by step MOP Customized step by step MOP Reviews and Communications Periodic check-in to review support cases (open/closed/escalated), valid/invalid cases, overall case management, multiple items (CSAT Surveys, Certifications, and other agreed parameters) Monthly Weekly Weekly Analytics and Business Review Reporting on support cases, defects, CVE, hotfixes, RMA’s, training, hardware/software lifecycle, or other upcoming events/action items for the quarter Bi-Annual Bi-Annual Quarterly Customer Advocacy Internal advocate for the customer within Infoblox Tactical & Strategic Infoblox Solutions Guidance Active engagement with new Infoblox solutions, updates, upgrades, and new products for operational efficiencies Concept Verification for A Proof-of-Concept (POC) Coordinated ongoing support from all groups within Infoblox for trials and POCs Proactive Technical ▇▇▇▇▇▇▇, ▇▇▇▇ Practices Sharing, and Knowledge Transfer Customized recommendations and best pract...
TAM Service. Level 1.2 TAMサ—ࣅࢫ JҮЫ サ ࣏ ᥦ ౪ 㛫