Last updated: 20 September 2024
Snowplow provides Customers with hands-on management and advisory support from various Snowplow team members which can include Project Managers, Solution Architects and Technical Account Managers.
We call this service, Technical Account Management (“TAM Subscription”). These services are designed to assist customers to achieve their business objectives through optimizing their use of Snowplow’s domain level expertise to provide technical support and guidance to your team. These services are offered in tiered packages to suit varying levels of need and can be purchased in predefined packets of quarterly hours.
TAM Subscriptions begin from the start of your implementation and can also be purchased as upgrades to customer’s existing Snowplow subscriptions.
|
Tier
|
Description
|
Included Hours per Quarter
|
|
Level 1
|
TAM for medium-scale environments which may include for example the following:
- Named account contact person
- Standard communication support, provided during local business hours
- Regular technical check-ins and reviews
- Yearly onsite visits
- Yearly Infrastructure Review
|
30 hours
|
|
Level 2
|
Tailored TAM consultation for large-scale, complex environments which typically includes the follows:
- Named account contact person
- Standard communication support, provided during local business hours.
- Priority issue oversight and guidance
- New product feature consultation
- New use case ideation and expansion
- Regular technical check-ins and reviews
- Health Check optimization reviews
- Quarterly onsite visits
- Quarterly Infrastructure Reviews
- Customized infrastructure management (eg custom monitoring, reporting, cost management)
- Migration Projects (eg destinations, cloud, etc.)
- Bespoke data recovery
|
60 hours
|
|
Enterprise
|
Bespoke TAM service tailored to the specific needs of the customer, including a customized scope of services and hours based on agreed requirements.
|
To be determined (bespoke)
|
