Technical Account Management
Program Overview
As the Microsoft Cloud continues to play a vital role in collaboration initiatives, downtime and businessinterruptions put roadblocks in the path of organizations relying upon the platforms to meet theirdynamic business and technical needs. AvePoint helps more than 17,000 organizations worldwide
migrate, manage, and protect Microsoft 365 and SharePoint data to gain more value from theplatforms and grow their deployments.
AvePoint’s Technical Account Management (TAM)
Programs are designed to provide the technical andbusiness resources needed to fully optimize the benefitsof AvePoint solutions for the Microsoft Cloud.
With three robust package options, AvePoint delivers acomplete technical support program that is customizable
to meet your specific needs.
AvePoint’s TAM Programs provide organizations with:“When we encountered an issueduring our implementation,
AvePoint provided the support weneeded quickly and had a patch
we could implement within a few
days to solve the challenge.”- Cameron McBride,
Manager – Systems & Software
Solutions, Western Health• A single point of contact experienced in both
AvePoint and Microsoft technologies.
• Alignment of product capabilities with corebusiness needs.
• An internal advocate for when issues are met.
With a trusted advisor helping you maximize returnon your Microsoft Cloud investments, experience lessdowntime and even greater productivity.

“AvePoint’s technical support
is first class. They’re quick torespond, easy to work with, andlay out all the steps I need tofollow to resolve issues.”- Rob Simpson,
Systems Engineer, Hawke’s Bay
Regional Council

Program Packages
Program Components

CoreLite

Dedicated

Dedicated

Dedicated

Yes

Yes

Yes

Program Duration

12 Months

12 Months

12 Months

Engagement Period(TAM Resource)

Up to 16 Hours/
Month

Up to 8 Hours/
Month

Up to 4 Hours/
Month

Deployment Best
Practices

Yes

Yes

Yes

AvePoint Admin
Training &Enablement

Yes

Yes

Yes

Escalation & Problem
Management

Yes

Yes

Yes

Solution Adoption
and Use Case
Planning

Yes

Yes

Periodic Environment
Health Check

Yes

Project Planning andDelivery Priority

Yes

Technical Roadmap
Sessions

Yes

Assigned DedicatedSenior Support
Engineer

Available with
Premium+

Available withCore+

Case Handling
Priority

Available with
Premium+

Available with
Core+

Change Management
Planning

Available with
Premium+

Available withCore+

Ticket Routing
to PSE

Available with
Premium+

Available withCore+

Access to T3
Support (i.e. SupportDevelopment)

Available with
Premium+

Available withCore+

TAM Resource
Regular Sync Meetings

Technical AccountManagement
Activities

Dedicated Primary
Support Engineer(PSE)

PremiumTAM Programs Components
Maximize your organization’s value recognition of AvePoint investments and accelerate your time tovalue and ongoing adoption with an AvePoint Technical Account Manager! Enlisting in the AvePoint
TAM program will offer you the following benefits:

AccountManagement

ProactiveConsultingExpertGuidance•Ensure support cases and incidents are prioritized, routed, and managed
accordingly through AvePoint’s global team.

•Get best practices recommendations about your environment from yourTAM, who has an in-depth knowledge of your SharePoint environment(s)based on initial discovery and ongoing support history.

•Ensure that business goals are met through deploying AvePoint products.

•Improve upgrade planning, testing, and execution by providing
necessary resources, including release notes for known issues in eachsoftware version.

•Drive adoption and align technology solutions with core business goals
by performing ongoing analyses of the current state of your environmentand offering guidance to close any potential technology gaps.

•Check and report on deployment progress and health status by holding
regular meetings with IT staff and stakeholders.

•Plan proper utilization of purchased AvePoint solutions to provide
maximum return on investment.

•Coordinate additional AvePoint resources from the ProductManagement team to discuss product roadmaps in direct correlation
with your organization’s goals and projects.

•Maintain optimal environment productivity and performance levels withguidance from an AvePoint Certified Technology Specialist (ACTS) andMicrosoft Certified Professional (MCP).

Introducing Our Exclusive Core+ and Premium+ Benefits
Upgrade your Core or Premium Package with a dedicated Primary Support Engineer who will be yourpartner to deliver continuous value, solve new business challenges and drive outcomes.
What You Get

Consistent / DedicatedTechnical Support Resource•

Technical support
engineer who is fully up todate on your deployment/ environmental details•Senior engineer ontechnical support staff
dedicated to assigned
customer tickets only –i.e. not shared amongst
support ticket queue

Decreased Time toResolution on Incidents•

Ticket routing to PSE
during local businesshours – removes time
to onboard support
engineer on yourenvironment when newtickets are raised•

Off hours ticket
management – any tickets
raised during off hours
will be picked up by PSE
to ensure continuity andfaster time to resolution•

Direct access andcustomer liaison to T3
development staff for
faster turn around times
on ticket escalation

Change Management
Partner•

Plan out changes
associated with hotfix
deployment and/or
regular releases to ensureservice continuity•

Oversee packagedelivery associated withenvironment specificrollouts to avoid potential
incidents

How to Buy
201.793.1111 | Sales@AvePoint.com

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