Premier Support
Minimize Downtime, Maximize Productivity
Eltropy Premier Support
Proactive approach to keeping your critical systems and infrastructure running smoothly round the clock.
Go beyond one-size-fits-all support, with a dedicated Technical Account Manager (TAM) and custom suite of support features designed to address your unique needs. Ensure uninterrupted operation of your business, allowing you to focus on what matters most.
Guaranteed Response Time
Dedicated POC - Technical Account Manager
Dedicated Communication Channel (Slack/Teams)
Hassle-free 24/7, Advanced Technical Support
Priority Response for Urgent & High Impact Issues
Proactive Service & Ticket Queue Monitoring
Proactive Relationship and Escalation Management
Technical Account Manager
Dedicated, named Technical Account Manager (TAM) who specializes in understanding and resolving technology-related issues faced by you.
Functions as an extension to your team and the primary point of contact (POC) for all your support needs. Their primary goal is to ensure minimal downtime and maximum productivity by providing you advanced hardware and software support, working directly with Eltropy’s support & engineering teams for fast issue diagnosis and resolution.
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Faster Resolution
Uses in-depth account knowledge (setup, use cases, history), deep technical knowledge, and direct escalation path to engineering to diagnose and resolve issues quickly.
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Proactive Support
Takes proactive steps to identify and mitigate potential issues that could affect performance and keep you from operating at peak efficiency.
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End-to-end Management
Constantly monitors your mission-critical services and manage your ticket queue, ensuring all issues are addressed to completion.
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Priority Access
Makes sure that the best support technicians are available to you at all times, and internally advocates your needs to prioritize bug fixes and enhancements.
Missing or delayed SFTP exports are a major source of disruption & potential non-compliance during client audits.
Recognizing this risk proactively, the Technical Account Manager (TAM) took initiative to locate all missing documentation spanning several years.
To avoid impacting the client’s systems, the TAM delivered these documents outside of regular business hours.
Additionally, when faced with release schedule constraints, the TAM collaborated with internal teams to develop effective workarounds that met the client’s immediate needs until the final solution was implemented.
Enhanced Operational Efficiency Through Expedited Document Delivery
Lengthy document retrieval times are a significant bottleneck for the client, causing delays in implementing critical processes and planned releases.
Recognizing this hurdle, the Technical Account Manager (TAM) acted strategically to streamline communication and collaboration with internal teams.
This not only resulted in prompt documentation retrievals (turnaround time of just two weeks) but also streamlined communication long-term ensuring a seamless experience for the client.
Direct 24x7x365 attention from our most seasoned troubleshooters, technicians, and support.
