Security Technical Account Manager
Last updated 2023-03-30
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 | Enterprise | Global Add-on |
|---|---|---|---|---|
| Total available hours | Up to 4 hours/month | Up to 20 hours/month | Up to 40 hours/month | Up to 20 additional hours/month |
| Scheduled technical check-ins | Quarterly | 1x month | 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 | - |
| Health check reporting | Quarterly | Quarterly | Quarterly | - |
| 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 |
| Virtual, self-paced training | Included | Included | Included | - |
| Live training | Up to 4 sessions | Up to 8 sessions | Up to 8 sessions | Up to 8 sessions |
| Early beta program access | Not Included | Not Included | Included | - |
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.
Prerequisites
To purchase and use a Security Technical Account Manager package, you must also purchase either Enterprise Security Support (ESS), Response Security Service (RSS), or Managed Security Service (MSS).
To ensure accurate responses to requests, you must keep your account contact information up-to-date.
Security Technical Account Manager packages
Each Security Technical Account Manager package includes the following core features:
- 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
In addition to the core features noted above, included hours could be used for:
- Architectural and configuration recommendations, as requested.
- More frequent scheduled technical check-ins, 1x monthly.
- Additional live training, up to 8 sessions.
Enterprise Security Technical Account Manager
In addition to the core features noted above, included hours could be used for:
- More frequent scheduled technical check-ins, 4x monthly upon request.
- Additional live training, up to 8 sessions.
With this level of support, you also receive early beta program access.
Global Add-On Security Technical Account Manager
When combined with the Enterprise Security Technical Account Manager package, included hours could be used for:
- Enterprise Security Support in an additional time zone (max 2 regions).
- Additional live training, up to 16 sessions.
With this level of support, you also receive early beta program access and increased initial response time for inquiries.
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