Avi Technical Account Manager Support Services

About Avi Networks

Avi Networks delivers public-cloud-like agility for application services beyond load balancing including deep application analytics, predictive autoscaling, and security in the data center or public cloud. The Avi Vantage Platform delivers elastic, software-defined application services on commodity x86 servers, VMs, or containers. Avi Vantage provides application services as a dynamic pool of resources that matches the automation needs of private or public cloud initiatives. Fortune 500 technology, media, and financial services companies use Avi Networks to accelerate application delivery, enable self-service for application owners, and lower their total cost of ownership (TCO).

Learn more about Avi Networks at Avi Networks. Click to schedule a demo of the Avi Vantage Platform.

Technical Account Manager Support Services

Technical Account Manager Support services provide customers a dedicated technical contact at Avi Networks. The following are the responsibilities of a Technical Account Manager (TAM):

  • Designated Support Contact
    • TAM is the main point of contact for a customer for support issues
  • Case Management
    • Weekly cases or issues status review
    • Provides status of active cases
    • Provides regular updates for high severity cases
    • Action plan
  • Escalation Management
    • TAM is the first point of contact for customer technical issues and drives escalations if needed
    • Provides reports, status, and root cause analysis of any issues or outages
  • Bug-scrubs
    • Includes proactive reviews of known issues
    • Release notes reviews before the software updates
  • Monthly Company Infrastructure Review
    • Reviews the current deployment status
    • Provides recommendations based on the issues reported
  • Quarterly Business Reviews
    • Account team at Avi Networks provides information of the planned quarterly business review to the TAM to prepare and agree on deliverables for this meeting
    • Status and health updates of all the deployed services
    • Proactive suggestions for the degrading application performance
  • Extended support to account team during technical discussions
    • TAM works with the customer and the account team to support internal meetings as needed
  • Access to Beta product releases
    • Provides access to product beta releases based on a customer’s request

Coverage

Availability of a TAM is as follows:

  • Business Hours: 8.30 - 18.30 Monday to Friday based on the customer preference of time zone.
  • Total time of 1 business day (8 business hours) a week. This could be spread across multiple days in a week.
TAM Locations Options Hours
EMEA 8:00 AM to 6:00 PM GMT
North America 7:00 AM to 6:00 PM PST (15:00 to 02:00 UTC)
Asia 9:30 AM to 8:30 PM IST (04:00 to 15:00 UTC)