Solution Brief

Cloudflare Technical AccountManagement (TAM)
Service Overview

Streamlined, Expedited TechnicalSupport
Cloudflare Technical Account Managers (TAMs) help
enterprises save time and resources by centrally
managing your technical support requirements, tickets,and requests across Cloudflare solutions. Adding a
TAM provides a single point of contact, responsible for
Cloudflare strategic support needs and ensuring
priority response to escalations.
Cloudflare TAM service is well suited for organizations
in need of elevated, specialized support due to:●●●●Unique infrastructure implementations
Strict regulatory requirements
Staffing augmentation needs or limitations
Enhanced SLA requirements

Cloudflare TAMs learn your organization’s requirements
and work in concert with your technical teams daily,
answering questions, and proactively communicating
updates. TAMs track tickets and analyze behavior,providing best practices and recommendations to help
prevent issues from occurring.

About Cloudflare TAMs
Understands your deployment & tech stack
Manages escalations

Expedites resolution

Provides updates

Delivers reports

Single Point of Contact

Globally Consistent

Proactive Technical Support

Named TAM contact

Primary TAM in selected region

Ticket inventory management

Cloudflare technical support expert

Access to global TAM team

Summary reports (weekly/monthly)

No cap on TAM service utilization
for duration of contract

24/7/365 phone hotline support

Escalated incident management

Adherence to TAM service SLAs,
including 30 min P1 response

Scheduled and emergency
maintenance notifications

TAM Slack channel
Event-based, shared, and fully
dedicated options available

1 888 99 FLARE | enterprise@cloudflare.com | Cloudflare.com

REV:SOLMKTING_PMM–Aug-2023

Cloudflare | Technical Account Management

Lifecycle of a Ticket with Cloudflare TAM Service
Cloudflare
Supporttriages ticket

Issue solved orrouted toproduct/SME
teamSupport, TAM andSMEs work together
to accelerate
resolution

Supportconfirms
Issue fixed,
closes ticket

TAM monitors intake,provides updates

TAM provides
background info,
unique requirements,
streamlines efforts

TAM provides
updates, in timely
manner, until
resolution

TAM communicates
resolution, provides
closing summary +supporting materials.

For less urgent questions, you may
choose to communicate directly withTAM, via email or Slack.

Continuous Optimization
Cloudflare TAM service provides a single point of contact, partnered with your technical team, to help optimize
everyone’s time. This force multiplication of effort drives results and improvement quickly by:●●●Reducing back and forth, shortening time to resolution
Providing detailed, summary reports to keep everyone on the same page
Measuring progress, helping reduce number of issues over time

Ultimately, adding a Cloudflare TAM helps over-burdened IT teams gain the benefit of a solution support expert
managing routine tasks, enabling them to focus on more strategic, high impact priorities for your organization.

About Cloudflare
Cloudflare is unifying network,application, and security solutions totransform organizations and power thefuture of the Internet.

See why Cloudflare is recognized over 60
times by leading analyst firms Gartner,Forrester, and IDC.

1 888 99 FLARE | enterprise@cloudflare.com | Cloudflare.com

REV:SOLMKTING_PMM-Aug-2023