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Who is this article for?

Incydr
Code42 for Enterprise
CrashPlan for Enterprise
CrashPlan for Small Business

Incydr, yes.

CrashPlan for Enterprise, yes.

Code42 for Enterprise, yes.

CrashPlan for Small Business, no.

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Code42 Support

Technical Account Manager (TAM) details

Who is this article for?

Incydr
Code42 for Enterprise
CrashPlan for Enterprise
CrashPlan for Small Business

Incydr, yes.

CrashPlan for Enterprise, yes.

Code42 for Enterprise, yes.

CrashPlan for Small Business, no.

Overview

A Technical Account Manager (TAM) is a trusted advisor who makes sure you get the most out of Code42's products and services. Specific benefits and deliverables of working with a TAM are outlined below. 

To add a dedicated TAM to your account, contact your Customer Success Manager (CSM). If you don't know who your CSM is, email csmsupport@code42.com.

Benefits

Benefits of a dedicated TAM include:

  • Better strategic and technical alignment between you and Code42 by:
    • Providing insight into Code42's product roadmap
    • Identifying technical, business, and insider threat best practices tailored to your organization
    • Developing security solutions best practices specific to your needs
  • Higher return on investment by helping you fully leverage all Code42 features included in your subscription
  • Your own advocate within Code42 who:
    • Escalates tickets and issues as necessary
    • Facilitates cross-functional coordination within Code42 to increase visibility and prioritize your needs
    • Assists with crisis and incident management
  • Automatic upgrade to the Premier Plus Support plan, which:
    • Reduces Code42's response time for urgent issues from one hour to 30 minutes
    • Increases the number of administrator contacts available for your organization from 4 to up to 10

Deliverables

Deliverable

Frequency Description
Success plans Ongoing Works with you to build a customized plan that ensures you are getting the most value out of your Code42 products and services.
Status meetings

Monthly

(minimum)

Meetings at least once per month to review status of your Code42 environment. Meetings typically include:
  • Success plan progress
  • Support ticket review
  • Technical Q&A
  • Preview of upcoming Code42 releases
Technical expertise Ongoing Serves as the technical and escalation point of contact post-deployment, offering guidance on best practices and recommendations tailored to your organization.
Customer advocacy Ongoing Advocates for you and your specific needs within Code42.
Escalations / Issue management As needed
  • Escalates support tickets and other issues as necessary
  • Manages critical situations
Health check Annually

Conducts a comprehensive review with you, including:

  • Current deployment health
  • Endpoint deployment methods
  • User on-boarding and off-boarding
  • Best practices review
  • Identification of opportunities to use additional Code42 security capabilities to ensure you receive maximum value from your existing Code42 investment
  • Progress measurement against the previous health check
  • For on-premises Code42 environments:
    • Review of current architecture and best practices recommendations for any necessary updates and changes
    • Review of storage growth and capacity (if data is provided to Code42 for analysis)
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