Technical Account Manager
Last updated 2024-02-21
Fastly offers the ability to purchase the support of a Fastly Engineer to serve as a Technical Account Manager (formerly referred to as a "Designated Technical Specialist") for your organization. These specialists act as an extension of your team. They are product experts who help you optimize your use of Fastly's products and features by providing proactive check-ins and regular reviews to help you analyze your account's service configurations and their performance. Technical Account Managers also provide enhanced troubleshooting coordination with Fastly's support and professional services organizations.
TIP
Looking to optimize a security product or feature? Check out Fastly's Security Technical Account Manager offering instead.
Fastly offers Professional, Premier, and Enterprise Technical Account Manager packages, and also offers a Global Add-On for customers purchasing the Enterprise Technical Account Manager package. A Technical Account Manager's available hours of service each month to your organization depend on the package you purchase and could include the following summarized activities:
| Support Offering | Professional | Premier | Enterprise | Global Add-on |
|---|---|---|---|---|
| Total available hours | Up to 40 hours/month | Up to 80 hours/month | Up to 160 hours/month | Up to 50 additional hours/month |
| Scheduled technical check-ins | Monthly | 2x monthly | 4x monthly (as requested) | - |
| Named point of contact | Included | Included | Included | - |
| Hours of operation/availability | Business hours in single time zone | Business hours in single time zone | Business hours in single time zone | Business hours in 1 additional time zone (max 2 regions) |
| Regional coverage | 1 region | 1 region | 1 region | 1 additional region |
| Architecture and configuration recommendations | Included | Included | Included | - |
| Escalation support and coordination | Included | Included | Included | - |
| Email support | Available | Available | Available | - |
| Private chat support | Available | Available | Available | - |
| Availability for general inquiries | Business hours | Business hours | Business hours | - |
| Initial response time | Next business day | Next business day | Next business day | 12 business hours |
| Custom reporting | Not included | Not included | By request | - |
Definitions
- "Business Hours" are 8AM-6PM during a Business Day in California, New York, London, or Tokyo.
- "Business Days" are Monday through Friday, excluding any day that is simultaneously a US, UK, and Japanese national or banking holiday.
- “Regions” are areas of the world where Designed Technical Specialist coverage is available and are restricted to North America, Europe, Japan, and Australia.
IMPORTANT
Technical Account Managers provide support during Fastly business hours to facilitate non-urgent discussions. They are not a 24x7 resource. Always rely on normal support communications channels for urgent issues and escalations.
Prerequisites
To purchase and use a Technical Account Manager package, you must have an Enterprise Support plan.
To ensure accurate responses to requests, you must keep your account contact information up-to-date.
Technical Account Manager packages
Each Technical Account Manager package includes the following core features:
- regular guidance on topics like configuration analysis, account performance, infrastructure and company plans, and roadmap requests.
- advice on best practices for implementing and using Fastly with your infrastructure.
- priority engagement and coordination with appropriate support resources as necessary during normal Fastly business hours.
- comprehensive documentation of your implementation of Fastly’s services and requirements to enable better support by Fastly teams.
- basic reports on utilization and performance of Fastly services.
For all Technical Account Manager packages, any unused hours or other scheduled availability does not carry forward to future months. You won't be entitled to any refunds or credits for unused hours or other scheduled availability for any one month.
NOTE
English is the primary language used by Technical Account Managers.
Professional Technical Account Manager
In addition to the core features noted above, included hours could be used for:
- architectural and configuration recommendations, as requested.
- scheduled technical check-ins, via phone or video conference, 1x monthly.
Premier Technical Account Manager
In addition to the core features noted above, included hours could be used for:
- account reports with an overview of services, traffic, and tickets.
- more frequent scheduled technical check-ins, 2x monthly.
- a quarterly service review for optimizing your Fastly strategy.
Enterprise Technical Account Manager
In addition to the core features noted above, included hours could be used for:
- weekly account reports with an overview of services, traffic, and tickets.
- weekly scheduled check-ins via phone (as requested).
- custom reporting upon reasonable request.
Global Technical Account Manager Add-On
When combined with the Enterprise Designed Technical Specialist offering, you receive:
- an additional Technical Account Manager assigned to your account.
- Technical Account Manager support in one additional region or time zone.
- increased initial response time for inquiries.
The Global Technical Account Manager Add-On can only be added to an existing Enterprise Technical Account Manager package.
For more details about this product, including how to purchase it, contact your account manager or email sales@fastly.com.
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