Technical Account Management
The Technical Account Management (TAM) service is intended for customers looking for the deepest technical relationship with QUMAS in order to maximize their return on investment in QUMAS technology. The service provides a consistent primary technical contact at QUMAS who will work with you to understand your ongoing technology requirements. This individual will proactively address issues with your production and mission critical systems. The TAM should be considered an extension of your internal team. Consider the TAM as the onsite customer advocate for resolving issues, escalating services needs, and expediting product enhancement requests.
By leveraging the collective technical experience of QUMAS through this service, your staff will be more productive—better able to deliver the performance, reliability and security you require.
QUMAS provides 3 levels of TAM support and agreements can be made of any duration of three calendar months or greater that best suits the customer needs (price discount applied accordingly):
- Level 1 – averaging 1-2 days per week (on/off-site as needed) – 18 days minimum
- Level 2 – averaging 2-3.5 days per week (on/off-site as needed) – 33 days minimum
- Level 3 – averaging 3-5 days per week (on/off-site as needed) – 48 days minimum
Features
- Personalized management of your QUMAS technical support from someone who is familiar with your technical infrastructure
- Own all client customer care issues, driving quick resolution
- Early identification of issues when deploying QUMAS new releases (beta testing, bug/feature escalation/resolution)
- Proactive management of application and third-party vendor solutions that could potentially impact QUMAS performance
- Exposure and access to QUMAS latest technology and development plans
- An advocate into QUMAS product engineering and the user community
- Conduit for networking and sharing best practices with other customers
Benefits
- Enhance effectiveness of your QUMAS implementation
- Mitigate risk of adopting and rolling out new technologies
- Leverage QUMAS to effectively troubleshoot and proactively pinpoint application issues that could affect QUMAS performance before they become problems
- Enhance effectiveness and productivity of internal technical staff
- Lower total cost of ownership on infrastructure and other assets
If you have any questions, or wish to contact us directly, please contact services@qumas.com.