Maximize the Value of Your Planview Investment
The TAM Program is designed exclusively for our most valued customers on a Premium or Premium Plus 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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Premium Distinction
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Premium members are assigned a Support Engineer to conduct monthly case status reviews, and ensure any issues that may arise are addressed. They will become familiar with your specific Planview environments, provide insights, and serve as an advocate for high-priority issues.
Members will also benefit from the expertise of Planview's Professional Services team with quarterly consulting hours, and prioritized case submissions. In addition, Premium members will receive priority 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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Expedited Support Experience
Prioritization of Support cases as they come in to our Support teams
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20 Consulting Hours
Utilization of Planview's Professional Services team to deliver up to 5 hours of quarterly consulting (RAS)
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Sandbox Environment
Access to one instance a 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 isssues are addressed
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Premium Plus Distinction
Includes all Premium attributes plus the following:
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Premium Plus members enjoy the benefits of Premium attributes, with additional services to optimally support your success most effectively.
Technical Account Management (TAM) services provide a unique opportunity to combine Planview's expertise with your specific environment. Along with highest priority case handling, all support cases are also handled by a group of selected senior Level 2 Support resources to accelerate resolution.
Members also benefit from an increase in quarterly consulting hours, and a private, VIP phone number provided only to Premium Plus members for direct access to Planview on critical cases. |
Dedicated Support Team
All support cases handled by a group of selected senior Level 2 Support resources
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20 Additional Consulting Hours
Utilization of Planview's Professional Services team to deliver up to 10 hours of quarterly consulting (RAS) |
VIP Phone Number
Non-publicized number provided to ONLY Premium Plus 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 |
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
- Proactively monitoring customer environments by using internal tools, dashboards and alerts, identifying potential issues to prevent major disruptions.
- Serving customer champions and other stakeholders, addressing inquiries, and dispensing expert technical guidance.
- Collaborate with Professional Services to offer expert advice on technical implementation by using RAS hours to ensure successful deployment and integration.
- Providing insights on new product features/benefits and recommending tailored QA testing for upcoming releases.
PS RAS activities may include:
- Product configurations, workflows, integrations
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Use the info sheet below to explore these offerings in more detail
Planview Technical Account Manager
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