Technical Account Manager (TAM)
The following service components are available to all Sophos customers and partners who are entitled to a TAM and have valid licenses and, solely with respect to products, paid up Maintenance Fees.
Enhanced Plus is a prerequisite for our Technical Account Management offering.
Tip
As a Sophos partner, you will find an overview of all services to support your customers in our partner portal.
Named Technical Account Manager (TAM)
A named Sophos Support engineer who is dedicated to your account and will perform the following:
- Monitor all logged incidents to facilitate timely, high-quality handling and resolution
- Conduct quarterly account reviews
- Champion feedback with Sophos product and services management
- Partner with you to understand your business and security needs and help you to maximize the benefit from your Sophos solutions
Proactive communications and alerts
- Advanced notification of product enhancements, updates, upgrades and advisories
- Access to the VIP Newsletter and VIP Notification
Performance and feature optimization
- Expert technical advice, assisting you in determining the correct number of servers, hardware capacity and product architecture to account for the evolution of enterprise needs and product requirements
- Annual remote system health checks monitoring Sophos product and making recommendations for product parameter tuning to optimize performance
- Direct access to a senior support engineer during product upgrades
Championed access to Sophos resources
- Advance notice and access to beta versions of Sophos solutions
- Your TAM will connect directly with Product Managers, SophosLabs Managers, Development, Senior Executives or any other Sophos members as needed to act as your champion within Sophos