DATASHEET

Cohesity TechnicalAccount Manager Service
Set goals, continually improve operations, and resolve
issues faster
The Cohesity Technical Account Manager (TAM) Service helps ensure enterprise customers
get the highest possible value from their Cohesity investment. Cohesity TAMs combine deepindustry and product knowledge with best-practice insights from global deployments toensure the immediate and long-term success of the Cohesity multicloud data management
platform in your environment.
When you become a TAM customer, you gain access to a named individual who advocatesfor your needs, coordinates Cohesity resources for your benefit, and helps to quickly resolve
issues. TAMs work with you and your team to set goals, share feedback, and drive action.
They track product enhancements and promote roadmap input internally. The TAM service
complements Cohesity’s award-winning 24/7 support.

Your 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 assess your current cases, review yourproject plans and priorities, and capture your initial feedback and suggestions. Your TAMwill also set up a regular cadence to review your ongoing experience, provide reports about
your current environment, and build action plans and recommendations to drive desired
outcomes. Your TAM is an opportunity to leverage a single point of contact for assistance,
guidance, and advocacy, resolving issues and getting fast access to the information andresources you need from Cohesity.

Key Benefits• Designated primary point of contact tocoordinate your long-term support needs• Someone familiar with your environment,
your processes, and your businessobjectives• Expert to help you get a holistic view ofCohesity
Platform Engineering& Product Management

the deployment, issues, and needs ofyour business• Advocate for your business at Cohesity todrive issue resolution and represent yourYour Enterprise

TAMCohesity Support

product needs and priorities• An early access conduit to new productinformation and roadmaps to assist inFigure 1: A Cohesity TAM gets to know your business well, becoming your advocate for faster issue
resolution and new product enhancements

your long-term planning• Connection with invites to beta/earlyaccess plans to test features andworkflows in your lab environments

DATASHEET | Technical Account Manager Service

Key TAM Deliverables & Activities• Escalation management of critical support cases
Case Management• Frequent case reviews with action items and next steps• 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 tracking

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

Service Scope
The Cohesity TAM Service offering provides an assigned TAM
resource contracted for a fixed-term, typically yearly or multiyear,engagement. The Cohesity TAM Service offering is a shared resourcethat operates during regular business hours in accordance with thecustomer’s local time zone. During non-business hours, customer
activities will be managed directly by Cohesity Support until the next
business day.
The Cohesity TAM Service includes 1/5th of the designated TAM
weekly time. Additional TAM SKU’s can be purchased, up to 5 slices,for a dedicated resource.

Learn more about the Cohesity TAM Support 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.

Cohesity.com | 1-855-926-4374 | 300 Park Ave., Suite 1700, San Jose, CA 95110

1000011-009-EN 11-2023