Technical Account Manager (TAM) details

This article applies to CrashPlan Enterprise only.png


A Technical Account Manager (TAM) is a trusted advisor who makes sure you get the most out of CrashPlan's products and services. Specific benefits and deliverables of working with a TAM are outlined below. 

To add a dedicated TAM to your account, contact your Customer Success Manager (CSM). If you do not know your CSM, please contact our technical support team.


Benefits of a dedicated TAM include:

  • Better strategic and technical alignment between you and CrashPlan by:
    • Providing insight into CrashPlan's product roadmap
    • Identifying technical and business best practices tailored to your organization
  • Higher return on investment by helping you fully leverage all CrashPlan features included in your subscription
  • Your own advocate within CrashPlan who:
    • Escalates tickets and issues as necessary
    • Coordinates within CrashPlan to increase visibility and prioritize your needs
    • Assists with crisis and incident management
  • Automatic upgrade to the Premier Plus Support plan which:
    • Reduces CrashPlan's response time for urgent issues from one hour to 30 minutes
    • Increases the number of administrator contacts available for your organization from 4 to up to 10


Deliverables Frequency Description
Success plans Ongoing Works with you to build a customized plan that ensures you are getting the most value out of your CrashPlan products and services.
Status meetings



Meetings at least once per month to review status of your CrashPlan environment. Meetings typically include:
  • Success plan progress
  • Support ticket review
  • Technical Q&A
  • Preview of upcoming CrashPlan releases
Technical expertise Ongoing Serves as the technical and escalation point of contact post-deployment, offering guidance on best practices and recommendations tailored to your organization.
Customer advocacy Ongoing Advocates for you and your specific needs within CrashPlan.
Escalations / Issue management As needed
  • Escalates support tickets and other issues as necessary
  • Manages critical situations
Health check Annually

Conducts a comprehensive review with you, including:

  • Current deployment health
  • Endpoint deployment methods
  • User on-boarding and off-boarding
  • Best practices review
  • Identification of opportunities to ensure you receive maximum value from your existing CrashPlan investment
  • Progress measurement against the previous health check
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