- Account Support Plan (Develop/Maintain)

The TAM assists the ASM to create an account support plan (ASP). The
ASP is a living document that will assist the account team in delivering the
Proactive Services the customer has purchased and includes
recommendations and expectations from both parties to be successful.
- Support Planning and Review
TAM will collaborate with the ASM to prepare and deliver for the regular
Support Planning and Reviews. The Account Support Plan provides a
framework and template for having a value-based discussion with the
customer.

- Support Activity Reviews (Quarterly, Annually or Variable)
The TAM drives the Technical Review with the customer. This includes a
detailed review of all the Support Services Solutions Proactive related
activities. Support incident data is analyzed to help identify trends and action
plans to reduce risk and recurrence.

-Operational Profile Management
The TAM will collaborate with the ASM to create a technical operational
profile of the assigned customer environment to understand the customer
technical operation and overall business focus, including but not limited to
reducing support incidents and defects. This information can also assist with
enhancement implementation and patch analysis.


- Support the ASM with proactive deliverables
The TAM is responsible for the delivery of predefined proactive deliverables
at a schedule agreed with the ASM and customer and as defined in the
Account Support Plan. The TAM will co-operate with the back-office
according to the SDG’s definitions of the services.