Technical Account Manager Product Guide¶

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.

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. An Acquia TAM team is a small group of Drupal and Acquia experts dedicated to providing strategic guidance to address technical needs for customers. Priorities are customer-driven, and requests and meetings are addressed by different TAM team members based on expertise and availability. Advice and advocacy are provided by a dedicated team with working knowledge of a customers’ goals and applications. Engagement is remote-only and communications are managed through TAM Requests using Acquia’s ticketing system, and via scheduled video calls.

Customers with a Named TAM Subscription are provided with a TAM who supports an average of six customers per TAM, and Global Named TAMs typically support two to three customers per TAM. The Named TAM is an individual technical partner whose deep contextual knowledge of a customer’s business and applications guides the engagement. A Named TAM works one-on-one with their customers allowing for maximum context of the technical needs of each. They are tightly integrated into customer operations, and interact through multiple channels of communication, including email and video as well as quarterly on-site visits.

1. In-scope Activities¶

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:

Convey best practices, including mentoring for proper team composition, discovery, project planning, development techniques, integration, deployment and ongoing operations.
Mitigate risks of project planning, development, and deployment by acting as a central Drupal expert resource working with Customer stakeholders and selected development partner(s).
Provide ad-hoc guidance during development and deployment including Drupal architecture, module selection, integration of Drupal APIs, performance tuning, scalability, security etc.
Develop deep understanding of application so Acquia can provide optimal support during development, deployment and operations.

2. Onsite Visits¶

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.

3. Out-of-scope Activities¶

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:

Write code, or modify existing code of any kind: including but not limited to any code in a website codebase, webpage authoring, shell scripts, or utility scripts.
Build or modify Drupal websites for Customer, including but not limited to module installation, website building through the Drupal UI, website administration or configuration, content authoring, editing, or administration.
Install, maintain, or configure software on Customer-maintained infrastructure.
Work on-site at a Customer’s business, outside of onsite visits described above.
Act as first responders for website emergencies. Customers should open a Critical issue with Global Support as a first measure in an emergency.

Acquia Inc. reserves the right to change the Products and Services Guide based on prevailing market practices and the evolution of our products. Changes will not result in a degradation in the level of services provided during the period for which fees for such services have been paid.