As Tealium grows, so does our capacity to serve our customers at a more personalized level. The Tealium Customer Success Engineering Team is happy to introduce even more robust Customer Success Packages for our customers. There are some details about these changes that we would like to outline below:
What do I need to know now?
You should know that no changes or selections need to be made today. Selection of support packages will affect new customers and customers who are coming up for renewal. These packages provide more options to engage with Tealium resources and replace the current non-accrual hours model.
What packages are available?
Basic Support Package
The Basic Support Package is available to all customers at no cost.
Provides access for one customer-designated contact to a pool of in-region Customer Success Engineers (who are Tealium product experts) to assist with issues if Tealium Services are not working as set forth in the Documentation. The first available Customer Success Engineer will respond to requests from your team to make sure your issue is resolved as quickly and efficiently as possible. Customers also receive unlimited access to Tealium’s Learning Center and Education Platform.
Enhanced Support Package
The Enhanced Support Package includes all of the Basic Support Package offerings, while also providing:
Access for two additional (a total of three) customer-designated contacts to a pool of in-region Customer Success Engineers to assist with questions, best practices, working sessions, and troubleshooting for technical topics that may come up during your experience with Tealium. The first available Customer Success Engineer will prioritize any requests from your team to make sure your issue is resolved as quickly and efficiently as possible.
Customers receive an account configuration audit once per year reflecting the counts and statuses of all customer configurations and users.
The Enhanced Support Package provides one free pass per year to an instructor-led training, as well as a 25% discount on any additional training.
Premium Support Package
The Premium Support Package includes all of the Basic Support and Enhanced Support Package offerings, while also providing:
Access for two additional (a total of five) customer-designated contacts to an assigned in-region Customer Success Engineer. This resource will be familiar with your specific applications of Tealium, the profiles within your account, and the business outcomes you are trying to achieve.
Your assigned Customer Success Engineer will be available to support your team for regular check ins, ad hoc questions, and any other necessary meetings.
Tealium will provide a customized Use Case Development Workshop each year for customers. Customers also receive two account configuration audits per year reflecting all customer configurations and users, and one account wellness review per year.
The Customer Success Engineer will review all of Customer’s support requests each month to ensure that any recurring issues are addressed.
The Premium Support Package also provides two additional (for a total of three) free passes per year to an instructor-led training, a 50% discount on any additional training, and previews of upcoming feature releases.
Where can I get more information?
Reach out to your CSM or review this PDF for more information, Terms & Conditions, etc. We are happy to help answer any questions you might have.