You.i Client Support — TAM Program
Available as an upgrade to customers of You.i TV’s Developer Assurance & Support program, You.i TV’s Technical Account Managers provide deep product knowledge and proven development and deployment experience to help you maximize the value of your investment in You.i TV Apps and technologies.
The key features of the program include:
- A designated, personalized primary point of contact with deep knowledge of your technical environment to ensure your issues are addressed quickly and efficiently
- Regular solution architecture reviews and visibility of You.i TV’s product and feature roadmap
- Prioritized issue resolution, either by leveraging the TAM’s own knowledge or by working with the broader You.i TV organization, to ensure your business-critical Apps continue to deliver value to your customers
In addition to the services offered under Developer Assurance & Support, the TAM Program also provides:
Prioritized Research & resolution of issues in You.i TV Software: Your TAM will leverage their own knowledge plus that of the Client Support team to make sure your technical problems are resolved rapidly and efficiently. Acting as your advocate within You.i TV, our TAMs ensure that your issues are prioritized to get you up and running as quickly as possible
Roadmap & Solution Architecture Reviews: Your TAM will work with you on an ongoing basis to ensure that your overall Solution Architecture is tuned to maximize the performance of your You.i Engine based Apps and schedule regular reviews of the product roadmap to give you early visibility of new functionality
Proactive & Contextual Engagement: As part of the TAM’s regular activities, they will ensure they are checking in with you on a consistent basis. In addition to these regular check-ins, your TAM will have a detailed understanding of your overall business and will ensure that you have the coverage you need during update and upgrade cycles and at other critical points of your App lifecycle
You.i TV provides maintenance for You.i Engine, You.i Engine One and You.i Engine SDK for a period of 12 months following commercial availability of the next Major Release, for example when Release 5.0 of You.i Engine is made commercially available, all 4.x Releases will continue to be supported for a period of 12 months.
TAM Program Terms and Conditions
Unless otherwise agreed to in writing between You.i Labs Inc. (“Youi”) and the Customer, these Technical Account Management Program Terms and Conditions shall apply to the provision of Services by Youi for supported Releases of the Software are incorporated into the Developer Assurance & Support Terms and Conditions.
Unless the context otherwise specifies or requires, capitalized terms used herein and not defined herein shall have the meanings given to such terms in the license agreement for the Software or the App Assurance & Support Terms and Conditions
2. TECHNICAL ACCOUNT MANAGEMENT PROGRAM SERVICES
2.1 Eligibility. The Customer is eligible to use the Technical Account Management Program if the Customer is using Software versions that are currently supported by Youi as defined in paragraph 2.2 and if the Customer is:
(a) Operating under a valid and current subscription license and is a member of the Developer Assurance & Support Program; and
(b) Has purchased a subscription to the Technical Account Management Program
2.2 Technical Account Management Services. The assigned Technical Account Manager will provide a primary technical point of contact to Designated Customer Support Contacts for Problems observed in the Software. In addition the assigned Technical Account Manager will schedule regular Customer meetings to review open CSRs and provide updates on progress, will schedule regular reviews of Customer’s overall technical architecture relating to the Software and will share the Youi product development roadmap to provide visibility into upcoming Youi developments.
2.3 Prioritized Support. In addition to the above, members of the Technical Account Management Program will receive online and electronic mail support to Designated Customer Support Contacts on technical issues relating to the Software on Business Days and the Customer’s CSRs will receive priority attention.