Technical Account Management
Proactively plan and get help with
your entire Atlassian suite
A Technical Account Manager (TAM) is your trusted advisor and single point of contact,
helping you get the most from your Atlassian investment.
TAMs are:
•
Experienced solutions advisors who guide and validate your enterprise
scale solutions.
•
A dedicated resource to ensure product deployments adhere to industry
standards and best practices.
•
A point person at Atlassian for product escalations and feature requests.
Single point of contact
Solutions planning
As your direct access point to
Atlassian’s support, product and
engineering teams, TAMs help escalate
issues and advocate on your behalf.
TAMs are also your resource for
technical coordination between Expert
Partners and your IT or DevOps teams
for implementation needs.
Your TAM will work with you to assess
your business needs to ensure proper
use of Atlassian products. Based on
their deep knowledge of your account,
they’ll offer long-term strategic
planning.
Deployment best practices
TAMs will analyze your existing usage
trends and change management
practices. They’ll proactively guide
you through steps to improve your
environment for scale and availability.
TAMs are cross-functional, crossproduct technical resources that
provide guidance on deploying
Atlassian products and best practices
recommendations.
Operational insights
Atlassian products help innovators everywhere
plan, build, and launch great software.
More than 60,000 large and small
organizations—including Citigroup, Adobe
Systems, Coca-Cola, and United Airlines—use
Atlassian’s issue tracking, collaboration, and
software-development products to work smarter
and deliver quality results on time.
Learn more at atlassian.com
Pricing and scoping. The Atlassian Technical Account Manager Service includes up to one business day of service from an Atlassian TAM per week for a 12-month period.
For pricing please contact our Enterprise Advocate team at [email protected]. This datasheet is for informational purposes only. ATLASSIAN MAKES NO WARRANTIES,
EXPRESS OR IMPLIED, IN THIS DATASHEET. Atlassian Technical Account Management is governed by the Atlassian Professional Services Agreement (https://www.
atlassian.com/legal/services-agreement). The Atlassian contracting entity will be Atlassian Pty Ltd. in all cases. 10/2016
Technical Account Management
More TAM benefits
Related services
•
Quarterly onsite reviews for ongoing
strategic planning.
•
Proactive risk mitigation for business
critical environments.
•
Help customers establish a tools
governance framework.
•
Integration guidance between third parties
and Atlassian.
•
Plan for your internal SLAs.
Technical Account Managers work hand-in-hand with Premier Support and
Enterprise Partners to save your teams valuable time and meet your enterprise
needs.
Here when you need it, Premier Support provides a higher level of responsive service
engagement. With account-wide support from a dedicated team of senior support
engineers, enhanced SLAs and weekend and phone coverage to help you trouble
shoot and quickly correct issues, Premier Support will save your teams valuable time.
Atlassian has 30+ authorized Enterprise Partners around the globe dedicated to
providing custom solutions and services, such as deployments, customizations and
integrations specific to your needs.
Learn more at atlassian.com/enterprise/services.
$60,000/year
one day/week (8 hours)
Key TAM service benefits
•
Proactive focal point into Atlassian to address customer’s business and technical hurdles.
•
Advocate for feature requests, enhancements and bug fixes into product release cycle.
•
A resource to ensure proper technical coordination of outreach to Experts to meet your implementation needs.
Risk
mitigation
•
Coordination of support resources to address escalation requests, issues and concerns.
•
Advisories on upgrades, patch planning and critical patch notification.
Best
practices
and
education
•
Cross-functional, cross-product technical resource to provide guidance on deployment of Atlassian solutions.
•
Cross-vendor integration, Atlassian Marketplace and best practices recommendations.
•
Customer solutions briefings and product feature deep-dive sessions.
•
Formal team training assessment.
•
Early access to first look, alpha/beta/pioneer programs.
•
TAM customer peer-to-peer events (TAM Day, TAM Customer Dinner @ Atlassian Summit).
•
Scheduled feedback conversations with Product Management on product direction.
•
Quarterly on-site visits to primary location, for retrospective and upcoming strategic planning.
•
Quarterly support metrics and product usage trends with insights into mitigating problem impact areas.
•
Annual health-check of regional environment to ensure Atlassian understands your deployment profile.
•
TAM executive report for goal planning and KPI measurement.
•
Establish and measure on-going KPIs for quality and quantity of engagement with Atlassian solutions.
•
Annual TCO/ROI benchmarking.
Customer
advocacy
Special
access
Insights
and
planning
Analytics
atlassian.com/enterprise