About Technical Account Managers (MySQL Enterprise Platinum Level Only)

• What is a Technical Account Manager (TAM)?
• What is a Backup TAM?
• How does a TAM provide proactive customer and case management?
• About TAM status calls with customers
• About TAM scheduled onsite customer visits
• About TAM customer environment and performance reviews

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What is a Technical Account Manager (TAM)?

A Technical Account Manager (TAM) is focused on serving customers' needs on anything that relates to MySQL's products and services.

Each TAM has a pool of accounts to manage. However, for an additional cost, MySQL has options for a dedicated fulltime TAM or even an onsite TAM for those customers that require such a service. The TAM delivers proactive service to customers including:

• Single Point of Contact to MySQL
• Proactive Customer and Case Management
• Weekly Status Calls with Customer
• Quarterly Onsite Customer Visits
• Scheduled Customer Environment and Performance Review
• Backup TAM

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What is a Backup TAM?

A Backup TAM is available in the event that the assigned TAM is unavailable for a short period of time due to sickness, vacation, etc. A Backup TAM is kept abreast and up to speed on the customer's environment and status so that if the assigned TAM is unavailable, the Backup TAM can assist the customer without significant interruptions. In the event that the assigned TAM is unavailable for an extended period of time, a replacement TAM will be assigned.

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How does a TAM provide proactive customer and case management?

The TAM works in partnership with the customer to manage any open incidents, and strives to address any issues proactively before they can affect the customer's systems. The TAM strives to keep the customer abreast of upcoming product developments that relate to the customer's specific needs, and suggests updates and upgrades when appropriate.

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About TAM status calls with customers

The TAM is responsible for scheduling, managing, and executing weekly status calls with the customer team. The agenda is flexible and tailored to the customer's needs. This enables the TAM to effectively manage any known incidents, and provides for a close-knit relationship between MySQL and the customer.

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About TAM scheduled onsite customer visits

The TAM will, together with the customer, schedule a quarterly visit to the customer site. The agenda is flexible and tailored to the customer's needs. This onsite visit allows the TAM to acquire a unique understanding of the customer's environment, which will help facilitate a better service to the customer.

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About TAM customer environment and performance reviews

The TAM will schedule an annual visit to the customer site to review the customer's database environment in order to suggest any improvements, updates, upgrades and/or performance enhancements that would be beneficial to the customer. The TAM may bring additional MySQL resources, with the approval of the customer, to help facilitate and optimize the review session. The review will be delivered in verbal format during the engagement, and will be followed by a written summary report with any proposed actions and suggestions.

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