Enterprise Support |
Test Center Enterprise customers receive the following support benefits:
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| • Free monthly training webinars (click here to view the schedule or sign up) |
| • Product documentation (access by logging into your portal and clicking documentation, or by selecting Help in DeviceAnywhere Studio) |
| • Dedicated Enterprise support team including a named Technical Account Manager (TAM) and a named Customer Support Engineer (CSE). These two individuals work closely with the enterprise customer to answer any support questions, get issues resolved, and get customers upgraded to new versions of software. They are familiar with your deployment and use cases, and ensure that the history of the customer relationship is preserved. See details below. |
Technical Account Manager (TAM) |
| A named TAM is assigned to every enterprise customer. The TAM is responsible for ensuring the success of the customer. Customers have phone and email access to the TAM. TAMs work very closely with the customer during the deployment phase to ensure timely and effective delivery. They are accessible to the customer even after the deployment, and reach out to the customer on a regular basis to check the health of the deployment and resolve any outstanding issues. They serve as the first level of escalation, and are responsible for taking down any feature requests from the customer and communicating them to product management. |
Customer Support Engineer (CSE) |
In addition to the TAM, a named CSE is assigned to every enterprise customer. The CSE is responsible for the day-to-day support of the account. Customers have email and phone access to the CSE. Note: since all support tickets from customers come to a central queue, customer requests will be answered in a timely manner even if the particular CSE is not available.
For more information on Keynote DeviceAnywhere™ Enterprise Support, please contact KDA-Sales@keynote.com. |
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