MasterCare Technical Account Manager

Sometimes you need a little help from your friends – a little assistance keeping an eye on all the balls your Network Operations team is juggling. That’s why NetScout created the Technical Account Manager, a supplement to our MasterCare Support services.

Your Support Liaison
The Technical Account Manager is a highly-trained support engineer who works as an adjunct member of your network operation’s team to provide your staff with a single point of contact into the NetScout support organization. Because they are assigned to your account, they know the nitty-gritty details of your environment and can tailor their support to your company’s specific needs.

The TAM’s goal is to troubleshoot and resolve your product issues as quickly and efficiently as possible.  And their mission is to provide service that supports your organization’s specific business objectives and maximizes the value of your investment in NetScout technology. 

• Provide 24x7remote assistance for incident-driven product  issues, questions, or concerns via email, web or phone

• One hour response time during normal business hours. One hour response time for Severity 1 issues only after hours and only by telephone

• Own all client customer care issues, driving resolution as quickly as possible

• Act as a direct liaison to NetScout engineers, quality assurance and other technical support experts

• Proactively communicate and transfer of knowledge on product introductions and updates, new features, filters and patches

• Support five (5) company contacts

• Manage weekly status calls to discuss open issues, upcoming rollouts or other projects affecting your NetScout environment

• Provide monthly NetScout server "health checks" to ensure your products are stable and running efficiently

• Unlimited FREE registration for NetScout User Forum events

The MasterCare Technical Account Manager program is an extension of NetScout's MasterCare Support service and requires that you purchase and maintain MasterCare coverage on all NetScout products prior to and throughout the life of your TAM contract.