1. General Terms
Enterprise Support will be provided as a 24x7 global service. Technical Account Manager (TAM) support is provided during normal business hours specific to the region and subject to local holidays defined in Section 2. TAM hours may be extended beyond normal business hours with regional TAM option. If Customer wishes for Services to be performed outside of these hours, RingCentral shall consider such requests in good faith and may charge Customer additional fees for such Services in its reasonable discretion.
2. “Holidays,” During regional holidays, premium support services will be available. Extended services under this Enterprise Support Service Attachment (TAM Services, PS NOW) shall be performed on the next available business day.
3. Designated Technical Account Manager (TAM)
3.1. Timing and Assignment of TAM. Promptly after the Enterprise Support Start Date, RingCentral shall designate the number of TAM’s defined in the Order Form. Customer will provide RingCentral with the contact details in writing of the Designated Customer Contacts. Customer shall assign at least one (1) and up to three (3) individuals who will act as a Dedicated Customer Contact to RingCentral and shall provide RingCentral with those individuals’ contact details in writing.
3.2. TAM Discovery. The TAM will perform the following tasks when it begins performing the Services:
a. Understand Customer’s network architecture to the extent relevant to the RingCentral Office Services.
b. Understand Customer’s device and endpoints to the extent relevant to RingCentral services.
c. Understand and discuss the Customer’s account and any outstanding issues, as well as the preferred method of contact for ongoing dialogue
d. Understand the technical training needs the Customer’s Help Desk may need for supporting RingCentral services and develop associated training plans and timelines.
3.3. Case Monitoring and Overall Support
a. The TAM will monitor historical Support Cases on an on-going basis to determine patterns, issues, and opportunities with Customer’s RingCentral services.
b. The TAM will review these observations and opportunities with Customer and will work with Customer on any needed remediation plans.
c. The TAM will work closely with the Dedicated Customer Contacts to understand any relevant changes to the Customer’s environment that RingCentral Enterprise Support needs to track and document
d. The RingCentral TAM will participate in quarterly QBRs scheduled by Customer’s RingCentral Customer Success Manager (as requested by the Customer). The TAM will jointly work with Customer in advance of each QBR to align on reasonable data, activities and information that will be presented and discussed.
e. RingCentral will provide Customer with an executive escalation path that includes senior leadership personnel in the event the TAM or RingCentral is not reasonably responsive to a support case or issue, or is unable to solve such issue.