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Professional Services:
Technical Account Manager Packages

Building Relationships, Cultivating Trust.

AuthenticID will forge a deep understanding of your business requirements, operating framework, and technical dependencies to ensure your ongoing success.

Technical Account Manager Coordination

Expert help when you need it.

With a Technical Account Manager (TAM) package, you will get the most from your Identity Proofing investment with guidance and support based on proven best practices and experience.

Our TAM offering provides a concierge-like service, acting as a single point of contact for the resolution of queries and issues. The TAM builds a deep understanding of your business requirements, operating framework and technical dependencies to ensure your ongoing success with AuthenticID.

Technical Account Management

Key Benefits &
Features

A Technical Account Manager (TAM) is provided as a single point of contact for the resolution of queries and issues.

As a customer advocate, the TAM develops a deep understanding of your business and technical requirements. They provide a concierge-like service, leveraging the most knowledgeable resources to accelerate response times. Whether in the form of vendor compliance and audit questionnaires, best practices, Request for Enhancement (RFEs), or bug fixes, TAM oversight ensures that you and your team receive an elevated level of service.

The TAM prepares tailored summary reports and conducts regular service reviews to ensure AuthenticID services meet your business requirements. The TAM also schedules regular status meetings to review open issues, confirming their business impact and assuring that the steps necessary for resolution are proceeding efficiently. These ongoing reviews highlight service trends and help to proactively address challenges.

The TAM monitors escalated issues to ensure that additional AuthenticID functions are engaged where appropriate, including Engineering, Product Management and Executive Management.

The TAM shares recommended best practices and provides consultative services to optimize AuthenticID performance in your use cases. As needed, the TAM coordinates with other AuthenticID resources to facilitate technical activities such as periodic health checks, demonstration of new product features, planning for product migrations, upgrades & patching. This includes providing day-to-day support to resources, such as Customer Support Engineers, for efficient resolution of your open cases.

As your customer advocate, the TAM will work with you to ensure your enhancement requests and use case requirements are documented, tracked, and shared with AuthenticID Product Management for their consideration in product roadmap planning. As a TAM customer, you will also receive special invitations to participate in roadmap reviews and early product release access programs and events, when available.

Deliverables:

  • Status Reports
  • Tailored Summary Reports
  • Service Reports
  • Executive Business Review
  • Feature and Enhancement Consultation
  • Governance and Compliance Review
  • System Health Check
  • Corporate Risk Management Policy Review
  • Risk and DQL Business Rule Review
  • False Rejection / False Acceptance Rate Review
  • Annual Service Review
  • Reports Review and Analysis
  • Audit Log Review and Analysis
  • Scheduled Job Review and Analysis
  • Onsite Visits (subject to availability)
Professional Service Deliverables and Reporting

Professional Service Tiers

BRONZE

450 Pre-paid Hours

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SILVER

900 Pre-paid Hours

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GOLD

1,350 Pre-paid Hours

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PLATINUM

1,850 Pre-paid Hours

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Technical account manager SERVICE BRIEF

Learn more about optional deliverables and service schedules in our complete TAM Service Brief.

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