Enterprise Support
Keynote DeviceAnywhere Enterprise customers receive the following support benefits:
Dedicated Enterprise support team, staffed 24X5 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. 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. 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.
Named TAMs and CSEs ensure that the history of the customer relationship is preserved, and that customers do not have re-educate the support staff every time they call.
For more information on Keynote DeviceAnywhere™ Enterprise Support, please contact KDA-Sales@keynote.com. |
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