Overview

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Nuvolo’s Technical Account Manager (TAM) Service provides our customers with a designated, single point of contact for all related Customer Care support services provided by Nuvolo.

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Services

Nuvolo TAM will:

• Be the single point of contact for troubleshooting and support for Customer cases.
• Triage and spearhead the timely resolution of support cases.
• Lead weekly meeting cadence reviewing current cases and set customer defined priorities.
• Understand current configuration and provide technical support recommendations.
• Evaluate customer needs gauging maturity, suggest additional feature expansion and/or version upgrades.
• Develop a deep technical understanding of the customer’s operating environment.
• Liaise directly with Product Engineering for escalated issues.
• Support case ownership to identify common issues for broader resolution (e.g. training, product, enhancements, etc.)
• Provide minor enhancements to enable the customer experience as needed.
• Answering product-related technical queries in a timely manner.
• Deliver a weekly value report summarizing the progress on current priorities, accomplishments and case work.
• Provide a quarterly strategic plan reviewing previous quarters accomplishments and collaborating with your team to identify the next 30, 60, and 90-day objectives and priorities.

Customer will:

• Provide TAM with system admin access to all sub-production instances.
• Responsible for engaging the TAM for the allotted time per week. Hours are provided on a “use it or lose it” basis.
  • Customer will inform Nuvolo team member(s) when and at the time any video or other recording is taken of Customer and/or Nuvolo during the engagement, including without limitation meetings and training sessions, and will promptly provide Nuvolo with a copy of such recording.
• Collaborate with TAM and ultimately own the creation and management of application upgrade schedules, adhering to requirements set forth by Customer’s internal IT team.
• Perform any and all configurations and setup when promoting changes to Production environment.
• Document any best practices and/or steps recommends in support of proper configuration to establish governance for effective on-going support of the Nuvolo application.
• Create ServiceNow HI tickets as needed and inform the Nuvolo TAM of updates.
• Manage Customer resources, including any third-party suppliers and/or subcontracts engaged in the Nuvolo application and subsequent support and ensure all co-operate with Nuvolo as is necessary for the proper performance of the services.
• Log support cases through Nuvolo standard support channels as represented in the provided Customer Success Manager guide.

Delivery Terms

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• TAM is available during normal business hours (8am to 5pm Eastern Time) or by mutual agreement with the Customer.
• When TAM has scheduled time off (vacation, holiday), Nuvolo will continue to provide standard support for break/fix issues via the Technical Engineering team.   In advance of scheduled time-off, the TAM will work with the customer to coordinate any on-going issues that require a continuation of support during their absence.
• In the event of an unscheduled absence, Nuvolo will make a reasonable effort to minimize any disruption to on-going activities being managed by the TAM.
• Nuvolo will not provide a replacement TAM for short-term scheduled or unscheduled absences by the primary TAM.
• In the event the Customer requests the TAM to travel on-site, and subject to Nuvolo’s prior written approval, the Customer shall be solely responsible for and shall reimburse Nuvolo for all reasonable and documented travel expenses incurred, including but not limited to airfare, ground transportation, lodging, and meals.

Yearly commitment of service to coincide with Nuvolo subscription via SKU.

• NUV-SPPT-TAM-25 – 25%
• NUV-SPPT-TAM-50 – 50%

Any activities or tasks not specifically outlined in this Service Description, including, but not limited to the following are out of scope:

• Implementation activities or services
• Integration activities or services
• Data migration or migration activities or services
• Coding or custom software development
• Formal product training
• Application Upgrades
• ServiceNow Platform Upgrades