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https://docs.sophos.com/support/help/en-us/index.html?contextId=services-guide-TAM

Sophos Technical Account Manager (TAM)

A Sophos Technical Account Manager (TAM) is your trusted cybersecurity advisor and advocate within Sophos. We help you maximize the value of your security investment through proactive guidance, strategic planning, health checks, escalation management, and access to the right experts at the right time. Rather than simply reacting to issues, a TAM helps you reduce risk, optimize performance, and align your security operations with your business objectives. Your Sophos TAM integrates seamlessly into Sophos Fusion, operating as an extension of your team to maximize your experience.

Choose the service that fits your organization

  • TAM Services

    Access to a regional pool of Technical Account Managers, with technical guidance, personalized communications and enhanced escalation during local business hours.

  • TAM Plus

    A named TAM who is your primary technical contact and advocate within Sophos, with a more frequent, personalized operating rhythm and an expanded level of technical engagement.

What your TAM delivers

Onboarding and personalized engagement

  • Engagement begins with a discovery session, a review of your deployed Sophos products and relevant support history, and agreement on how your teams will work together, with clear communication, engagement and escalation pathways from the outset.
  • TAM Plus: Your named TAM becomes your primary technical contact.

Proactive support and service coordination

  • Your TAM monitors relevant support cases, assists with escalations, and coordinates resources across Sophos Support, MDR, Product, Professional Services and your account team. You also receive curated advisories, known-issue and release notifications, best-practice guidance, and a route for product feedback and feature requests.
  • TAM Plus: Quarterly service reviews and product roadmap updates.

Technical health and optimization

  • Evidence-based reviews of your supported Sophos Central, Endpoint and Firewall configurations identify operational, configuration, adoption and security improvements. Includes topology and adoption reviews, guidance for major changes or upgrades, and release-planning support.
  • TAM Plus: Quarterly system health checks and an annual Security Posture Assessment (subject to product coverage and prerequisites).

MDR alignment and security insights

  • For customers with an applicable Sophos MDR service, your TAM coordinates with MDR teams, reviews relevant reporting, provides customized tenant-health insights, and supports follow-up after material incidents.
  • TAM Plus: Monthly tenant-health analytics, quarterly customized MDR reporting and analysis, and help developing XDR use cases such as detection rules, suppression rules and search queries.

Good to know

  • Enhanced Plus Support is highly recommended with both TAM offerings. Service availability and frequency vary between TAM Services and TAM Plus.
  • Deliverables depend on active entitlements, deployed products, technical access, data availability, agreed scope and customer participation.
  • TAM services complement Sophos Support and MDR and do not replace the standard process for opening support or MDR cases.
  • TAM can also be available via the Sophos Security Services Retainer.

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