AvePoint Technical

Technical Account Management Services Overview

As SharePoint 2010 plays a vital role for organizations’ collaboration and enterprise content management initiatives, downtime and business interruptions throw serious roadblocks in the path of organizations relying upon the platform to help meet its dynamic business and technical needs. AvePoint's DocAve Software Platform helps more than 10,000 organizations worldwide seamlessly manage and protect critical SharePoint assets in order to gain more value from SharePoint and grow their deployments.

AvePoint’s Technical Account Management (TAM) services are designed specifically to provide the technical and business resources required to fully optimize the benefits of DocAve solutions for governance and infrastructure management. With four robust service package options, AvePoint delivers a complete technical support service that can be tailored to meet your specific SharePoint needs.

Key Features

• AvePoint TAM services grant you access to our Microsoft Certified Technical Specialists (MCTS) to help you better plan for – and receive maximum value from – your SharePoint and DocAve implementation
• On-site and/or remote meetings to discuss incidents or consultative planning
• Monthly status reports allow you to monitor your SharePoint environment’s performance
• Compatibility and specialized sandbox testing with SharePoint, and DocAve-related updates and service packs, ensure that your environment has the latest features to help maximize your deployment’s success
• AvePoint Technical Account Managers provide extensive SharePoint architecture reviews and best practices guidance to help your organization perform at the most productive and optimal levels possible
• 800+ full-time R&D staff working closely with AvePoint Support to swiftly resolve customer challenges and satisfy customization requests

Service Packages
Service Components		Ultimate	Premier	Standard	Basic
TAM Resource		Dedicated	Dedicated	Shared	Shared
Quarterly meetings to assess implementation and product usage
Escalation Management
Extended Services	On-site Visits 1	24	24	12	4
	Resolution Planning
	Operations and Best Practices Guidance
	Consultative / Planning Hours	8	8	4
	Beta Participation
	Light Customization Feature for AvePoint products (8 Work hours)
Proactive Services	Collaborative Project Management leveraging AvePoint Products
	Monthly support/service status report
	Host monthly or bi-weekly remote meetings to determine shifts in business requirements and objectives
	Accelerate resolutions planning and delivery with senior technical channels (analyst/ product/development/engineering)
Preventative Services	Monthly support/service trend report
	Consistent monthly or bi-weekly scheduled health checks across DocAve Platform
	Aggressive SharePoint Architecture review to ensure application aligned with business SLAs
Testing Sandbox Environment	AvePoint-hosted Sandbox cloned to desired specification (e.g. Production WFE clone)
	Validation sandbox testing in compliance with related service packs and updates for SharePoint and DocAve
	Compatibility testing between AvePoint and third-party solutions 2 (i.e. vendor specific web parts)

1 If on-site visit is required
2 Customer to provide solution files it its entirety and any associated documentation

For more information on why you should choose AvePoint as your strategic SharePoint partner, visit www.avepoint.com.

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