Service Description
Technical Account Manager

Security Service: Technical Account Manager

Cybereason Technical Account Manager (TAM) service is an engagement with a named contact from the Cybereason Technical Services Team and subject to the terms of that certain License and Services Agreement located at www.cybereason.com/mlsa, unless Customer has executed a license and services agreement, in which case the executed version shall supersede. Cybereason offers the following level of engagement with Technical Account Managers, for the term identified in the applicable quote or order, usually lasting one year:

• Remote - a Technical Account Manager who is based remotely with regular onsite visits to the Licensee location subject to agreement.

The Technical Account Manager will act as the Primary contact from Customer to Cybereason and help liaise, facilitate, and assist with any Technical or Security related matters, for the following but not limited to:

• Assist in the coordination, planning, and management of initial Cybereason deployments.
• Assist in addressing technical product and/or security product related questions or escalation to relevant Subject Matter Expert.
• Coordinate, report on and expedite technical support issues.
• Assist with Customer environment integration with Cybereason Software Platform.
• Feed enhancement requests to the Cybereason product team.
• Facilitate threat intelligence discussions.
• Assist in regular product features and best practice reviews.
• Function as an advisory resource for best practices and training​.
• Assist with integrating the Cybereason solution into any Customer runbooks
• Assist and enable Customer teams to triage MalOp and Malware alerts
• ​Provide and present monthly Operational Reports.
• Provide regular environment status reports and product reviews.
• Facilitate and attend Cybereason Quarterly Business/Service Reviews with Customer.
• Assist in planning, coordinating, managing, and ensuring best practices of Cybereason version upgrades.

A Technical Account Manager package can be purchased separately to other services packages or can be purchased to compliment other services. 

Customer Obligations:

• Customer will provide the necessary personnel including a named point of contact to communicate and work with the Technical Account Manager to allow tasks to be effectively completed.
• Customer will approve access to Customer instance to allow Technical Account Manager to complete necessary tasks in their role.

Services Scope Changes:

Any changes to the Service, the schedule, charges or to this Service Description must be mutually agreed upon by Cybereason and the Customer in a signed writing. Depending on the scope of such changes, Cybereason may require that a separate Professional Services Statement of Work detailing the changes, the impact of the proposed change on the charges and schedule, and other relevant terms, be mutually agreed to in writing.

Customer authorizes Cybereason to invoice for and shall pay additional amounts related to (i) Services Scope changes or exceptions; (ii) performance outside Cybereason’s normal business hours or consecutive days; and (iii) reimbursement of travel-related expenses.