Proactive+ Support

Our highest level service offering is designed for organizations with complex environments that require a closer day-to-day relationship with our support team and a more proactive approach to technical assistance.

One of the key features under Proactive+ Support, is the provision of a Technical Account Manager (TAM). The TAM acts as a trusted advisor and extension of your own support team; focuses on your unique IT environment and business objectives; and proactively expedites support communications, escalations and resolutions. Through monthly review calls and status reports, your TAM identifies and helps prevent issues before they occur.

Proactive+ Support is available with an active Premium or Proactive technical support contract. 

Proactive+ support includes

  • All services offered in Proactive support of authorized support contacts: 10
  • Dedicated Level II/III support engineer (TAM)
  • Root cause analysis reporting
  • Monthly reports and review calls
  • Product and best practices knowledge sharing
  • Quarterly System Health Checks
  • Onsite troubleshooting