Overview
The EDB TAM Service is an annual subscription that delivers expert architecture, configuration and other technical guidance to Postgres customers. It offers proactive challenge resolution and personalized support throughout the Customer’s unique Postgres journey, leveraging deep expertise and best practices for successful deployments and migrations, thereby accelerating business results.
TAM Activities and Outcomes
The scope of work for the TAM engagement includes the Phases and Tasks as outlined in Table 1. The EDB TAM will work jointly with the customer’s technical team to complete the tasks.
Phase | Task |
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Planning | Build an architecture plan Identify required roles and responsibilities for project success Establish a cadence of engagement between EDB and customer Define training requirements and develop a training plan Establish KPIs for projects
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Deploy | Discuss Postgres adoption and rollout strategies Provide best practice recommendations for implementation activities Share and revise architectural recommendations Advise on integration needs and strategies Provide updates on feature requests and case escalations from customer Review progress of postgres technical initiatives and help remove any roadblocks. Answer any technical questions from customer
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Operate | Provide best practice recommendations for upgrade/migration strategies Provide product updates and guidance on impact to customer Advise on operational objectives like; monitoring, maintenance and DB growth Discuss customer’s roadmap and how it aligns with EDB’s roadmap Review progress of all major initiatives by customer Plan upgrade/migration activities with the customer Educate customer on new products, features, and tools
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Outcomes | Customer Readiness Reduced risks Ensure Best Practices are followed Operational effectiveness Efficiency and knowledge transfer Enhanced communication Increased satisfaction and improved success
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Table 1: TAM Activities and Outcomes
Engagement Duration
The EDB TAM Service is available for terms of 12-months or greater.
Service Options
There are three tier options for the TAM Service so that customers can choose the level of engagement that best aligns with the complexity and needs of their projects.
| | Silver | Gold | Platinum |
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Monthly TAM Hours | Up to 16 | Up to 40 | Up to 60 |
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Review cadence | Monthly | Weekly | Weekly |
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Planning | Quarterly online | Quarterly on-site | Twice quarterly, on-site |
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Table 2: TAM Service Options
Customer Roles and Responsibilities
The table below outlines the Customer roles and responsibilities required for a successful EDB TAM service.
Role | Responsibilities |
|---|
Primary Point of Contact | Act as the main point of contact for EDB TAM Ensure that all relevant stakeholders from Customer’s technical team attend the kick-off and other scheduled meetings. Provide advance notice if meetings need to be rescheduled. Coordinate the quarterly visits, if applicable to TAM subscription option
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Technical Architecture Lead | Provides all technical information related to Customer’s deployment such as application details, architecture, SLAs, etc. Collects technical questions and sharing with TAM prior to scheduled meetings Identifies gaps in required technical skills and partners with TAM on enablement planning and development
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Table 3: Customer Roles and Responsibilities
Assumptions
Customer acknowledges and agrees to the Assumptions outlined in Table 4.
EDB TAM will respond to customer questions during business hours. For assistance with technical issues, Customers will open an EDB support case through the EDB Support Portal. TAM will assist with escalating and resolving technical issues, at Customer’s request. EDB will provide deployment, architecture, performance guidance and other best practice advice, but will not perform hands-on technical tasks or implementation activities. Customers may work with the EDB Professional Services team for hands-on implementation work for an additional fee to be contracted separately. EDB TAM will keep a record of monthly work hours and will provide a report monthly. Unused monthly hours do not carry over to subsequent months.
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Table 4: Assumptions
