Premier Support

Minimize Downtime, Maximize Productivity

Premier support customers indicated the First Response Time as only 15 Minutes
10 %

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

Business Critical
120 mins
Degraded Service
12 hrs
10 Day

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

How Does Premier Support Measure Up?
Know your Dedicated TAM
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. 

Premier Support Stories

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.

Eltropy Premier Support
Direct 24x7x365 attention from our most seasoned troubleshooters, technicians, and support.
Speak with your Eltropy Representative Today
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