| Offerings | Description | Basic | Enhanced | Premium |
|---|---|---|---|---|
|
Channels
Support |
Support Desk including Knowledge Base | |||
| Community Forum | ||||
| Phone | 24/7 (S1 Issues) Voicemail Alert to Support team |
24/7 (S1 Issues) Voicemail Alert to Support team |
24/7 (S1 Issues) Voicemail Alert to Support team |
|
| Zoom or Meet (Scheduled) | Business Hours | Business Hours | ||
|
Engineering
Support |
Technical Support | Online Ticket submission with no Service Level Targets | Online Ticket submission with Initial Response times (business hours): Critical: 2 hour Moderate: 4 hours Limited: 8 hours |
Online Ticket submission, Priority ticket routing and with Initial Response times (business hours): Critical: 1 hour Moderate: 2 hours Limited: 4 hours |
|
(from Premium Engineer)
Technical Account Management |
Roadmap Discussion | |||
| Monthly and quarterly review of support requests | ||||
| Walk through of new features | ||||
| Recurring health-check meetings | ||||
| Personalized incident management | ||||
|
(platform optimization)
Expert Services |
In-depth review of account including review of integrations, performance, user governance, configuration best practices | Available for purchase | Available for purchase | Included, up to 5 Profiles by TAM |
|
(people optimization)
Education Services |
Free E-learning | |||
| Virtual Instructor-Led Training | ||||
| Public Onsite Instructor-Led Training at Public Training Facility. Student T&E costs borne by Client Training facility costs borne by Tealium One class equals one person attending one day of training |
Available for purchase | Up to 2 classes per year | Up to 4 classes per year | |
| Private Onsite Instructor-Led Training at Client Premises Student T&E costs borne by Client. Training facility costs borne by Client T&E cost for Trainer borne by Tealium |
Available for purchase | Available for purchase | Available for purchase | |
|
(business optimization)
Digital Strategy Services |
Use case ideation workshop | Available for purchase | Available for purchase | Available for purchase |
| Marketing strategy workshop | Available for purchase | Available for purchase | Available for purchase |
