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Technical Account Management Services

Put a Proactive Security Expert on Your Team

Improve your security posture and increase the ROI of Trend Micro solutions with our Technical Account Management (TAM) Services. Technical account managers work alongside tech teams to help leverage Trend Micro security solutions and optimize your IT service levels. Gain proactive security resources for customer advocacy and a trusted partner to help optimize your security profile across technology, processes, and people.

When you engage Trend Micro Technical Account Management Services, you get:

  • Proactive security planning
  • Proven expertise for technical insight and advocacy
  • Reduced risk exposure
  • Optimized service levels
  • Annual security account management (to augment staff resources)
  • Optimized IT service levels

With Trend Micro Technical Account Management Services, you get to choose from among four service levels—Bronze, Silver, Gold, and Diamond—each of which provides increases in:

  • Proactive touch points and access times
  • Security planning and preparedness
  • Return on investment and solution optimization
  • IT service levels and operational efficiency

To determine which TAM service level best suits your organization, consult the tables in Features Matrix and Solution Group Comparison.


In a recent survey conducted with Technical Account Management Services customers, all respondents found that their investment enabled them to:

  • Gain an improved security posture
  • Increase ROI of their Trend Micro solutions
  • Respond to current security issues

In addition, the proactive security planning provided by Technical Account Management Services helped organizations reduce the number of malware incidents by more than a third and gain an average 4-day time savings with each solution upgrade and deployment.


 BRONZESILVERGOLDDIAMOND

Focus Areas

  • Emergency Alerts
  • Regular stakeholder meetings to review goals, issues, and current implementation plan to ensure customer alignment
  • Issue management coordination, escalation and resolution
  • Emergency alerts
  • Regular stakeholder meetings to review goals, issues, and current implementation plan to ensure customer alignment
  • Issue management coordination, escalation and resolution
  • Emergency alerts
  • Tailored account planning and management
  • Assistance in defining internal success metrics
  • Recommend standardization of internal processes and best practices

Includes all Bronze, Silver, and Gold Services plus:

  • Dedicated Technical Account Manager
  • Evaluate and drive standardization of internal processes & best practices

Touch Points

  • Quarterly phone call
  • Annual reports
  • Optional emergency onsite add-on
  • Monthly phone call
  • Semi-annual reports
  • Optional emergency onsite add-on
  • Weekly phone call
  • Quarterly reports
  • Semi-annual onsite visits
  • Optional emergency onsite add-on
  • Daily phone call
  • Monthly reports
  • Quarterly onsite visits
  • Emergency onsite included

Allotted Service Time

  • 9x5 Access
  • 24x7 Access
  • Emergency access only after business hours
  • 24x7 Access
  • 24x7 Access
  • Optional resident onsite upgrade

TAM Assignment

  • Pool
  • Assigned
  • Assigned
  • Dedicated

Priority Respones

  • 8 hours
  • 2 hours
  • 60 minutes
  • 30 minutes

Designated Contacts

  • 2 per Technology Solution Group
  • 4 per Technology Solution Group
  • 6 per Technology Solution Group
  • 10 per Technology Solution Group

  BRONZESILVERGOLDDIAMOND

Content Security

  • Quarterly Status Meetings
  • Proactive Threat Alerts
  • Content Security Best Practice Reviews

Includes all Bronze Services plus:

  • Annual Solution Optimization Assessment
  • Annual Content Security Roadmap Review

Includes all Bronze and Silver Services plus:

  • 2-Hour Virus Response SLA
  • Customized Content Security Management Plan
  • Semi-Annual Onsite Visits

Includes all Bronze, Silver, and Gold Services plus:

  • Dedicated Technical Account Manager
  • Evaluate and drive standardization of internal processes & best practices

Data Center Security

  • Data Center Security Best Practice Reviews
  • Quarterly Status Meetings

Includes all Bronze Services plus:

  • Monthly Data Center Operational Readiness Meetings
  • Patch management, expansion planning, and upgrade management
  • Annual Data Center Security Solution Optimization Assessment
  • Annual Data Center Security Roadmap Review

Includes all Bronze and Silver Services plus:

  • Customized Data Center Security Management Plan
  • Semi-Annual Onsite Visits

Includes all Bronze, Silver, and Gold Services plus:

  • Dedicated Technical Account Manager
  • Evaluate and drive standardization of internal processes & best practices

Data Protection

  • Data Protection Best Practice Reviews
  • Quarterly Status Meetings
  • Remote design & deployment assistance

Includes all Bronze Services plus:

  • Annual Data Protection Roadmap Review

Includes all Bronze and Silver Services plus:

  • Customized Data Protection Management Plan
  • Semi-Annual Onsite Visits

Includes all Bronze, Silver, and Gold Services plus:

  • Dedicated Technical Account Manager
  • Evaluate and drive standardization of internal processes & best practices

Risk Management

  • On-Demand Threat Advisory Services
  • On-Demand Threat Remediation Services

Includes all Bronze Services plus:

  • Proactive Threat Advisory & Remediation Services
  • Quarterly Threat Review
  • Annual Threat Landscape Briefings
  • Annual Risk Management Roadmap Review

Includes all Bronze and Silver Services plus:

  • Daily Report Review and Alerting for Critical Threats
  • Customized Risk Management Plan
  • Bi-Annual Threat Outbreak Drills
  • Annual Vulnerability Assessment

Includes all Bronze, Silver, and Gold Services plus:

  • Dedicated Technical Account Manager
  • Evaluate and drive standardization of internal processes & best practices

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