Last updated: July 28, 2022
Customers with a Drupal Cloud Core Subscription may add a Technical Account Manager (TAM) to their Subscription for an additional fee. Customers with a Drupal Cloud Core+ have access to a Team TAM with the option to upgrade to a Named TAM, and Customers with Drupal Cloud Enterprise have a Named TAM.
Customers with legacy Subscriptions, including Cloud Platform Enterprise Plus, Premium or Elite Subscription and/or Acquia Site Factory Elite Subscription may add a Technical Account Manager (TAM) to their Subscription for an additional fee.
Team TAM Subscriptions include access to a team of Technical Account Managers supporting a group of customers. Customers with a Named TAM Subscription are provided with a TAM who supports an average of six customers per TAM, and Global TAMs typically support two to three customers per TAM.
TAMs will provide Customers with guidance, best practices, training, recommendations and/or consultation on the development, deployment or operation of Drupal, and for Site Factory Elite Subscriptions, the general creation, deployment, and operation of the website(s) on the Site Factory Platform. Depending upon the nature of the request, these activities may be delivered by the TAM or by another Acquia resource under the guidance of the TAM. Examples of TAM advice and guidance include:
If ordered by Customer under a Named TAM or Global TAM Subscription, the TAM may meet onsite with Customer up to one day per quarter (one day per month for Global TAM). Travel and expenses for each visit is included with Customer’s Subscription. Any additional travel and expenses are billable. Any additional travel and expenses shall be invoiced to Customer in accordance with the Agreement.
TAMs are expert-level advisors and guides to Drupal and Acquia’s products and services. TAMs are not development resources and thus certain activities are out of scope for TAM: