Security Technical Account Manager

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.

TIP

Need help with products or features that aren't security related? Check out Fastly's Technical Account Manager offering instead.

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 OfferingProfessionalPremierEnterpriseGlobal Add-on
Total available hoursUp to 4 hours/monthUp to 20 hours/monthUp to 40 hours/monthUp to 20 additional hours/month
Scheduled technical check-insQuarterly1x month4x monthly (as requested)-
Named point of contactIncludedIncludedIncluded-
Hours of operation/availabilityBusiness hours in single time zoneBusiness hours in single time zoneBusiness hours in single time zoneBusiness hours in 1 additional time zone (max 2 regions)
Regional coverage1 region1 region1 region1 additional region
Architecture and configuration recommendationsIncludedIncludedIncluded-
Health check reportingQuarterlyQuarterlyQuarterly-
Escalation support and coordinationIncludedIncludedIncluded-
Email supportAvailableAvailableAvailable-
Private chat supportAvailableAvailableAvailable-
Availability for general inquiriesBusiness hoursBusiness hoursBusiness hours-
Initial response timeNext business dayNext business dayNext business day12 business hours
Virtual, self-paced trainingIncludedIncludedIncluded-
Live trainingUp to 4 sessionsUp to 8 sessionsUp to 8 sessionsUp to 8 sessions
Early beta program accessNot IncludedNot IncludedIncluded-

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.

For more details about this product, including how to purchase it, contact your account manager or email sales@fastly.com.

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