DATASHEET

Cohesity Platinum
ServiceAccelerate resolution, proactively optimize operations, andget recommendations
Cohesity Platinum Service maximizes enterprise customers’ value from the Cohesity
multicloud data management platform. It provides customers with priority handling of
support cases and account advocacy through direct access to assigned technical experts.
Platinum Service customers have the benefit of additional focused attention and single pointof-contact issue resolution from both a Cohesity Designated Support Engineer (DSE) and a
Cohesity Technical Account Manager (TAM).
Named individuals, your DSE works on your priority cases while your TAM continually
advocates for your needs, coordinates Cohesity resources for your strategic planning benefit,and helps your organization quickly resolve issues.

CohesityPlatform Engineering& Product Management

Your EnterpriseDSE + TAM

Cohesity Support

Figure 1: Cohesity Platinum Service accelerates issue resolution and ensures your enterprisegets what it needs from Cohesity.

Your Assigned DSE
Every DSE is a senior support engineer and will be directly responsible for handling yourpriority cases. Our DSEs are experienced with all aspects of the Cohesity platform and they
will be able to provide environment-specific insights that help overcome existing issues toachieve business objectives.

Key Benefits• Designated primary points of contact tocoordinate your immediate, short-term,
and long-term support needs• Experts familiar with your environment,
your processes, and your businessobjectives• Experienced technical professionals
to help you get a holistic view of the

deployment, issues, and needs of yourprojectYour Assigned TAM
Every TAM is a seasoned technical veteran with access to all the information and resources
needed to meet your operational goals. Your TAM will take immediate action to assess current
support cases, review resolution priorities and plans, and capture feedback and suggestions.
Your TAM will also work collaboratively with you and your team to set objectives, share
feedback with Cohesity, and drive action. TAMs track requested product enhancements andpromote roadmap input internally. They establish a regular cadence to review your ongoingexperience, provide reports about your current environment, and build action plans andrecommendations to drive desired outcomes, ensuring your data is protected and productive
across multiclouds.

• Advocates for your business at Cohesity
to drive issue resolution and represent
your product needs and priorities• Proactive touchpoints providing early

access to new product information androadmaps to assist in your long-termplanning• Reliable contacts for invites to beta/

early access plans to test features andworkflows in your lab environments

DATASHEET | Platinum Service

multiyear, engagement. DSE and TAM are shared resources operating

Better Together
Platinum Service is a unique opportunity to leverage two highly
knowledgeable Cohesity technical experts, both a named DSE andTAM, with in-depth knowledge of your environment for immediate
assistance as well as short- and long-term guidance and advocacy.
The Cohesity Platinum Service offering provides assigned DSE
and TAM resources contracted for a fixed-term, typically yearly or

during regular business hours in accordance with customers’ local
time zone. During non-business hours, customer activities will be
managed directly by the Cohesity high-priority support queue until
the next business day.
The Cohesity Platinum Service includes 1/5th of the designated TAM
and DSE weekly time. Additional Platinum SKU’s can be purchased, up
to 5 slices, for dedicated TAM and DSE resources.

Key Deliverables & Service Activities• Direct responsibility to handle and resolve critical support cases
Designated Case

• Weekly case reviews with action items and next steps

Management• Root-cause analysis and failure analysis• Internal coordination of resources required

Preemptive Care

• Case trend analysis with recommendations/best practices• Review and standardization of software releases• Quarterly business reviews

Account Management• Planning and tracking of product/feature adoption• Feature enhancement request tracking

Proactive Information
Sharing• Proactive risk notification and mitigation• Roadmap discussion coordination• Access to subject matter experts (SMEs) for key discussions/planning

Learn more about the Cohesity Platinum Service at Cohesity.com/support.

© 2023 Cohesity, Inc. All rights reserved.
Cohesity, the Cohesity logo, SnapTree, SpanFS, DataPlatform, DataProtect, Helios, and other Cohesity marks are trademarks or registered trademarks of Cohesity, Inc. in the US and/or internationally. Other company andproduct names may be trademarks of the respective companies with which they are associated. This material (a) is intended to provide you information about Cohesity and our business and products; (b) was believed to betrue and accurate at the time it was written, but is subject to change without notice; and (c) is provided on an “AS IS” basis. Cohesity disclaims all express or implied conditions, representations, warranties of any kind.

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1000009-007-EN 12-2023