Premium Service & Support 2.0
Maximize Value, Minimize Risk.
Support service designed to operate at the highest level
The Premium Service & Support 2.0 is designed to operate at the highest level - for companies that demand guarantees of stability and efficiency in the answer to challenges. To that end, we put at your disposal a specialized team whcih you can engage through a dedicated senior account. This is our most personalized and developed consulting option.
BENEFITS TO YOUR BUSINESS
- Enjoy 24/7 fast response to issues through an Express Routing Code
- Reduced problem recurrence through personalized preventive support delivered by a strategic support contact
- Keep your Akamai set-up always tuned and optimized with access to professional service experts
- Off load ownership and fulfillment of your Akamai projects to your specialized named team
- Gain competitive edge through high value technology consulting delivered by a Technical Advisor
- Self-sufficiency through unlimited Akamai University seats and one custom on-site training
- Stay ahead of the curve with priority access to advanced features and Akamai’s new technology initiatives through Priority Beta Participation
Premium Service & Support 2.0
Premium Service & Support 2.0 reduces complexity of your service and support planning process along with your ongoing operational tasks. By leveraging Akamai experts, proven methodologies and best-in-class service delivery, we proactively help you manage your Akamai solution to accelerate value and maximize success.
Whether you need Akamai’s fastest response time, preventive support, high-touch technology consulting, customized training or expert assistance to keep your configurations tuned & up-to-date, Premium Support has it all! An integrated, multi-disciplinary technical account team delivers a truly personalized Service & Support experience that helps you stay ahead in the competitive online space.
Product Highlights
- Enhanced Reactive Support: You get Akamai’s fastest response time and preferential case routing to senior technology experts. A named contact is available for you during business hours.
- Preventive Support: Reduce occurrence of similar technical issues by engaging with a named strategic contact who is continuously engaged to help plan for and prevent break-fix scenarios.
- Keep your Akamai solution optimized through expert assistance: Always tuned and optimized Akamai setup with access to Professional Services experts and delivery through Enterprise Program Management.
- Accelerate speed to market: Get high value technical consulting and expert guidance through a designated Technical Advisor who keeps you in-tune with the latest trends and industry best practices.
- Build Akamai product expertise in-house: Increase self-serviceability by leveraging unlimited Akamai University Classroom Training seats and one Custom Onsite Training.
Product Features
Premium Reactive Support
While the Akamai platform is proven to be very reliable, you have unlimited access to technical support for any Akamai-related issues that impact the performance or availability of Akamai solutions. A named support contact familiar with your Akamai setup is aligned to your account.
They are available during Local Support Business Hours. After hours, on weekends or any time your named contact is not readily available, your cases will be routed to a global pool of senior technical experts. Wherever necessary, your designated Support team works together to promptly resolve support incidents. As a Premium Support customer, your calls & cases get automatically routed to the top of the Support queue and get our fastest response SLAs:
Preventive Support
You get access to a designated support expert providing enhanced, personalized, preventive and reactive support services during Customer Business Hours. This expert engages with you periodically to help analyze Support usage and recommends corrective measure or best practices to make sure you have fewer and less critical Support cases. Their responsibility also includes planning and managing ongoing Support engagement. Some critical aspects of Support Advocacy delivered by them includes:
- Support onboarding and fulfillment
- Continuous engagement, compliance check and quality survey
- Single point of escalation and coordination for issue resolution
- Proactive Services like problem prevention, feedback for improvement, training and customized alerting
- Lead participation in customer event planning, create internal awareness and present follow up summary
We define a Custom Technical Support Engagement process that incorporates your preference for preventive and reactive case procedures.
The communication, escalation, maintenance and change management process are aligned with this guide to deliver a customized experience.
Technical Advisory Services
You receive high-value technical consulting and overall technical account management through a designated Technical Advisor who serves as your guide, advocate, consultant and partner within Akamai.
Professional Services
You get access to Akamai’s specialized team of Internet experts who help you leverage the full feature functionality of Akamai solutions and keep your configuration tuned to peak performance. The on-going configuration assistance by these experts helps you offload your Akamai setup maintenance.
Enterprise Program Management
Akamai’s Enterprise Program Management offering – delivered by the Akamai Services organization – is designed for customers looking to offload the management of multiple complex business initiatives. Our experts take complete ownership of every initiative, completing them on time and within budget, and ensuring your organization realizes the maximum value from its Akamai investment.
Proactive Service Availability Monitoring
Designed as an ongoing service to uncover potential availability and configuration risks, Proactive Service Availability Monitoring keeps you informed on issues and provides recommendations for addressing them.
Priority Beta Participation
This program gives Premium Support customers priority access to Akamai Product Beta programs and we make sure you receive priority consideration once new programs are launched.
Custom On-Site Akamai Training
Want to better understand — and independently configure, manage, and monitor — Akamai’s suite of solutions? Akamai offers personalized training courses delivered in a location of your choice by Akamai product experts. Customized to meet your needs, the courses help you gain the in-house know-how needed to fully and quickly extract the most value from Akamai’s solutions. You also get unlimited access to Akamai University Global Classroom Training.
Maximize value, minimize risk by leveraging the highest level of Akamai Service & Support today.
