Proofpoint Premium and Premium Lite Support Programs
Designed for customers who require the highest possible level of personalized, priority support, Proofpoint's Premium and Premium Lite Support programs maximize the value and effectiveness delivered by Proofpoint's email security, data loss prevention, and archiving solutions. Through the program, an experienced, highly-skilled Technical Account Manager (TAM) is assigned to your account and acts as an extension of your in-house technical staff, helping you optimize all aspects of your Proofpoint deployment. Premium and Premium Lite Support customers also receive priority handling of their support cases and other benefits, as described below.
Components of the Premium Support Programs include:
Assigned Technical Account Manager (TAM)
Proofpoint’s technical account managers have many years of experience in email, security, and other technical fields, allowing them to provide the highest possible level of support. You can expect your TAM to:
- Understand your unique business needs, network configuration, and messaging environment.
- Serve as the primary contact for escalation of technical issues, directing crisis management and incident response as needed.
- Manage and monitor all support interactions, serving as your internal advocate and proactively escalating on your behalf when necessary.
- Assist with ongoing planning for new business needs, provide capacity growth and feature planning project management, and assist with long term projects such as upgrades and migrations.
- Provide information and education on industry trends and on Proofpoint recommended best practices as they pertain to your business model.
- Coordinate and supervise Education or Professional Services activities.
Priority Technical Support
- Premium and Premium Lite customers have access to a special toll-free telephone which is automatically routed to senior support engineers for priority case resolution.
- "Fast-track" case handling places every online and telephone technical support inquiry at the front of the queue for quicker response and resolution.
Case Tracking, Escalation and Oversight
- Your TAM will closely monitor all support interactions, proactively escalating on your behalf when needed.
- Your TAM will help Proofpoint Support and the customer in prioritizing, providing background and taking ownership of special cases.
- Your TAM will regularly provide an accounting of all outstanding support and product issues, and discuss them with your technical team either in a standing meeting or via email.
Project and Configuration Consulting
- Your TAM will help you with any projects that involve your Proofpoint systems and will be available for design, development and project planning meetings.
Enhanced Communications
- Proactive notifications of major events and issues affecting Proofpoint specifically and the wider marketplace.
- For Proofpoint on Demand customers, your TAM will work with you to develop policies and procedures which outline when and how you wish to receive notification of and provide input on standard and emergency maintenance.
- Through regular meetings, executive touch points and quarterly surveys, Proofpoint engages with Premium customers to solicit and respond to feedback on the Premium program, Proofpoint products and support, and the assigned TAM, ensuring the highest possible level of satisfaction.
Free Access to Online Training
- Premium customers are entitled to unlimited complimentary access to Proofpoint's interactive online learning system and can enroll in unlimited basic certification courses.
Product Roadmap Briefings
- Based on release schedules, your TAM will coordinate and lead regular meetings with Proofpoint's product management team to present and discuss Proofpoint's product roadmap.
Additional Benefits of Full Premium Support
Customers who opt for the full Premium Support package receive additional benefits:
Quarterly Premium Reports
Proofpoint's industry leading quarterly reports detail dozens of important metrics specific to your Proofpoint installation, such as mail volumes, long term trending, and market comparisons – all in a format easily digestible by technical stakeholders and upper management alike. Your TAM will work with you to determine specific areas of focus for these reports and can even customize the display of metrics to meet your business needs. These reports are typically presented on a quarterly basis during account review meetings.
Regular Account Review Meetings
The Technical Account Manager assigned to full Premium customers will organize and lead a number of regular account review meetings at a frequency and scope tailored to your business requirements. While each customer's account review needs are different, and your TAM will work with you to determine what is most appropriate, a typical schedule includes:
- Quarterly account/operations reviews: Provides the customer an overview of the services and activities provided by Proofpoint during the previous quarter – these meetings can be conducted on-site at your facility. Main points covered are:
- Important cases, bugs and RFE's: Status and planned resolution
- Next quarter goals and success criteria
- Long term projects
- Upcoming product changes
- Proofpoint Premium Reports
- Monthly reviews: Aggregates info from weekly meetings and serves as a reporting and prioritizing opportunity to middle management, both for the customer and Proofpoint. In addition to the regular support topics, the TAM will also discuss Proofpoint's monthly threat report, detailing specific threats and trends across the wider marketplace. Based on the tasks at hand, the TAM will invite appropriate managers.
- Weekly reviews: Review and report ongoing tactical activities and assignments. The audience for this meeting is typically the IT/messaging engineers who work with the system on a daily basis. Additionally, your TAM can be available for your standard meetings as requested.
Additional Free Access to Training
- Premium customers receive several complimentary seats per year for regularly scheduled administrator trainings held at Proofpoint's headquarters in Sunnyvale, CA.
- Complimentary access to Proofpoint's online training portal is expanded to include admission to several advanced certification courses per year.
Health Check and Performance Analysis Report
- A written health check and performance analysis report can be provided for the customer on an annual basis. Your TAM will review results and suggested action items.
