Security Technical Account Manager

Last updated 2023-01-09

Fastly offers customers the ability to purchase the support of a Security Technical Account Manager for your organization. These specialists help you optimize your use of Fastly's security products and features by providing proactive check-ins and regular reviews to help you analyze your account's security service configurations and their performance. Security Technical Account Managers also provide enhanced troubleshooting coordination with Fastly's support and professional services organizations.

Fastly offers Professional and Premier Security Technical Account Manager packages. 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
Total available hours	Up to 4 hours/month	Up to 20 hours/month
Scheduled technical check-ins	Quarterly	1x month
Named point of contact	Included	Included
Hours of operation/availability	Business hours in single time zone	Business hours in single time zone
Regional coverage	1 region	1 region
Architecture and configuration recommendations	Included	Included
Health check reporting	Quarterly	Quarterly
Escalation support and coordination	Included	Included
Email support	Available	Available
Private chat support	Available	Available
Availability for general inquiries	Business hours	Business hours
Initial response time	Next business day	Next business day
Virtual, self-paced training	Included	Included
Live training	Up to 4 sessions	Up to 8 sessions

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 Security TAM coverage is available and are restricted to North America, Europe, and Japan, plus Australia and New Zealand.

IMPORTANT

Security Technical Account Managers provide support during Fastly business hours and facilitate non-urgent discussions. They are not a 24x7 resource. Always rely on normal support communications channels for urgent issues and escalations. To engage the services of our Customer Security Operations Center (CSOC) team, check out our Response Security Service offering.

Security Technical Account Manager packages

Each Security Technical Account Manager package includes Enterprise Support as well as the following core features:

Email and private chat channel support between you and Fastly during business hours to facilitate quick questions and answers for general inquiries and communication.
Priority engagement and coordination with the support resources as necessary during Fastly business hours.
Technical guidance on topics like security-related configuration, service performance, and roadmap requests.
Advice on security best practices when implementing and using Fastly with your infrastructure.
Quarterly health check reporting.

For all Security 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 our Security Technical Account Managers.

Professional Security 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 quarterly.
Additional, live training, up to 4 sessions.

Premier Security Technical Account Manager