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Technical Account Management

  Last updated April 10, 2018

Fastly offers the ability to purchase the support of a Customer Support engineer to serve as a Technical Account Manager (TAM) for your organization. TAMs 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. TAMs also provide enhanced troubleshooting coordination with Fastly's support and professional services organizations.

The following table summarizes what is provided with our Technical Account Management service:

Support Offering TAM Essentials TAM Premier TAM Enterprise
Dedicated point of contact Up to 15 hours/month Up to 80 hours/month Up to 160 hours/month
Email support Available Available Available
Private chat support Available Available Available
Phone support Not 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
Proactive account management Included Included Included
Support coordination Included Included Included
Scheduled check-ins Reactive Monthly Weekly (as requested)
Account reporting Monthly Weekly Weekly
Business reviews Annually Quarterly Monthly
On-site travel for business reviews Not included Up to 2x annually (as requested) Quarterly (as requested)
Custom reporting Not included Not included By request

Definitions

Technical Account Management packages

Fastly offers three TAM packages: Essentials, Premier, and Enterprise. A TAM's available hours of service each month to your organization depend on the package you purchase. All TAM packages require the purchase of Enterprise Support.

Each TAM package includes the following core features:

For all TAM packages, keep in mind that other than regularly scheduled business reviews on site (as applicable for your TAM package) additional reviews or on site travel must be agreed upon in advance via a statement of work. Also, 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.

TAM Essentials

In addition to the core features noted above, the Essentials package includes:

TAM Premier

In addition to the core features noted above, the Premier package includes:

TAM Enterprise

In addition to the core features noted above, the Enterprise package includes:


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