Maximize the Value of Your Planview Investment
The TAM Program is designed exclusively for our most valued customers on a Premier or Enterprise plan. This offering provides a full time or part time partner who will diligently analyze and understand your unique business use cases and processes in order to drive value and efficiency.
Our subject matter expert will be your centralized hub for technical inquiries, proactive monitoring, and risk mitigation. The proactive approach ensures your operations run smoothly and efficiently.
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Premier Distinction
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Premier members are assigned a Support Engineer to conduct monthly case status reviews, and ensure any issues that may arise are addressed.
Members will also benefit from prioritized routing throughout the support ticket lifecycle - from initial triage, escalation to development teams, to the scheduling of fix deployments.
Access to one instance of each Sandbox to test and stage releases prior to production go-live is also included within this support package. Your Sandbox is a replica of your production application installed in a separate environment. It includes all data and can be used without compromising the data and stability of your active production environment as you test new features, build configurations, and conduct training. |
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Initial Support Response SLAs
Critical - 1h
Major - 2h
Moderate - 4h
Minor - 8h
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Sandbox Environment
Access to one additional sandbox environment to allow you to test and stage releases prior to go-live
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Monthly Case Review
Assigned Support Engineer to conduct monthly case status reviews to ensure all issues are addressed
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Enterprise Distinction
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Enterprise members enjoy the benefits of Premier attributes, with additional services to support your success most effectively.
Technical Account Manager (TAM) services provide a unique opportunity to combine Planview's expertise with your specific environment by becoming familiar with your Planview instances, offering insights, and serving as an advocate for high‑priority issues.
Along with highest‑priority case handling, all support cases are managed by a select group of senior Level 2 Support engineers to accelerate resolution, and members also benefit from a private VIP phone number – exclusive to Enterprise customers – for direct access to Planview on critical cases.
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Initial Support Response SLAs
Critical - 30 min
Major - 1h
Moderate - 2h
Minor - 4h
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Dedicated Support Team
All support cases handled by a group of selected senior Level 2 Support resources
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VIP Phone Number
Non-publicized number provided to ONLY Enterprise customers for direct access to Planview on critical cases
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Expedited Support Experience
Our highest prioritization of Support cases and accelerated case resolution
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Technical Account Manger
TAM support offering a unique combination of Planview expertise and familiarity with your specific environment
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| Tier |
Included |
| Tier 1 – 25% |
Technical Account Manager (TAM): ~85 hours/quarter |
| Tier 2 – 50% |
Technical Account Manager (TAM): ~171 hours/quarter |
| Tier 3 – 75% |
Technical Account Manager (TAM): ~256 hours/quarter |
| Tier 4 – 100% |
Technical Account Manager (TAM): ~342 hours/quarter |
Tiered TAM options available for selection
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Technical Account Manager Activities
Point of contact for technical support inquiries
- Manage and coordinate support cases, addressing them thoughtfully in accordance with the customer's business goals, environment, and configurations.
- Prioritize issues based on their potential impact, aiming for the most beneficial outcomes for customers.
- Conducting regular status calls—daily, weekly, or monthly—customized to meet the dynamic needs of each customer, fostering transparency and continuous communication
- Coordinate with the development team and other departments to expedite response times on technical inquiries.
- Work with customer champions and internal stakeholders to identify performance and stability improvements.
Proactive Monitoring
- Vigilantly monitor system logs and take immediate action to address any errors or performance issues, maintaining optimal system functionality.
- Collaborate with customer champions and other stakeholders to identify and address pain points with our Planview solutions
Risk Mitigation
- Monitor customer environments with internal tools, dashboards and alerts to identify potential issues and prevent major disruptions.
- Serve customer champions and other stakeholders by addressing inquiries and providing expert technical guidance.
- Collaborate with Professional Services to advise on technical implementation for successful deployment and integration.
- Provide insights on new product features and benefits, also recommend tailored QA testing for upcoming releases.
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Use the info sheet below to explore these offerings in more detail
Planview Technical Account Manager
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