Support Services

Supporting your cloud security needs with exceptional service.

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Concourse Labs Premium Support

Minimize risk, improve productivity and optimize your Concourse Labs experience with a designated technical account manager.

What is Premium Support?

In addition to the great benefits of Standard Support, Premium Support provides additional services to help you succeed. The program pairs your organization with a Technical Account Manager who will build a deep understanding of your overall environment and its evolution. By providing a designated focal point for your support needs, and proactively identifying improvements for your environment and staff, these experts help you minimize production owntime, deploy faster, operate smoother, and plan for the future.

Premium Support experts:

  • Anticipate issues, by helping you avoid pitfalls and minimize problems when you are adopting or expanding software.
  • Advise your team, by providing documentation and expertise tailored to their skills and to your environment.
  • Act as trusted advisors, by assisting you with critical events and providing you personalized reports.

What we offer

Proactive Support

  • Deployment planning and progress management
  • Potential problem identification and risk prevention
  • Early notification of potential critical situations
  • Expertise and advice on implementing best business practices
  • Enhancement of your team’s skill set with personalized and relevant technical information
  • Results in minimized risk and optimized deployment

Knowledge and Skill Sharing

  • Remote/on-site technical activities
  • Invitations to remote briefings, skills summits and planning
  • Results in improved productivity

Single point of contact

  • Problem management
  • Priority escalation
  • Report management on support issues
  • Support trend analytics
  • Results in increased ROI

Ultimately, Premium Support allows you to drive maximum value from your Concourse Labs software.

Key features

Technical Account
Manager (TAM)

An assigned Technical Account Manager will serve as your point of contact within the Concourse Labs support organization, managing your support relationship. Your TAM is a technical expert who provides technical advice, overall environment proactiveness, skill sharing, diagnostic coaching, assistance with migrations, upgrades, key projects and recommendations for managing your Concourse Labs software. Your TAM will also provide information on the future direction of Concourse Labs software.

High Priority
Incident Response

Your TAM will provide continuous support and updates during High Priority incidents.

Knowledge Sharing
Activities

Concourse provides a series of knowledge sharing events, for our Premium Support customers, to increase their understanding of Concourse Labs software. Our knowledge sharing events will help with best practices and proactive problem avoidance.

Personalized
Technical Information

Premium Support provides you with early access to technical information through your assigned TAM

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