Technical Account Manager Services

Product Details
Product Highlights
TAM Services are offered in two tiers—Enterprise and Premium—each designed with distinct service scopes. Both tiers provide customers with a dedicated Technical Account Manager (TAM) and an exclusive instant messaging group to support more effective and efficient use of OceanBase.

Product Description
Detailed service descriptions and deliverables are outlined in the user manual.

Enterprise Version

1. Service Item: Dedicated Technical Account Manager (TAM)
Description:
The dedicated TAM is a senior technical specialist assigned by OceanBase to serve as the customer’s primary technical liaison. The TAM coordinates technical support activities and delivers end-to-end services to improve issue resolution efficiency, reduce troubleshooting time, and enhance database performance and availability.
Support is provided on a 5×8 online basis.

2. Service Item: Dedicated IM / DingTalk Group
Description:
The exclusive IM/DingTalk group serves as a rapid-response communication channel and knowledge-sharing platform. Customers receive timely technical assistance, with remote operations and maintenance responses within one (1) hour. Critical issues can be escalated via group phone calls, with response times under ten (10) minutes.
This service is available 24×7.

3. Service Item: Technical Support
Description:
Comprehensive technical assistance covering product usage inquiries, configuration guidance, best practices, and issue resolution.

Premium Version

1. Service Item: Dedicated Technical Account Manager (TAM)
Description:
The Premium offering includes all Enterprise TAM capabilities, delivered by a senior OceanBase expert, with additional value such as technical webinars and knowledge-sharing sessions. TAM support is provided on a 5×8 online basis.

2. Service Item: Dedicated IM / DingTalk Group
Description:
Identical to the Enterprise version, offering a fast-response communication channel with 24×7 availability, one-hour response for routine issues, and sub–ten-minute response for urgent cases.

3. Service Item: Incident Recovery
Description:
OceanBase coordinates technical resources to address critical incidents and system failures promptly. Response times are under ten (10) minutes, and a detailed incident report is provided after resolution.

4. Service Item: Technical Support
Description:
Ongoing technical assistance for product usage, configuration optimization, best practices, and troubleshooting.

5. Service Item: Health Assessment
Description:
Regular system health evaluations are conducted to identify stability and risk issues, along with actionable recommendations to improve operational resilience and business continuity.

6. Service Item: Service Report
Description:
Periodic service reports summarize platform operations and service performance, including technical management activities, incident handling, and alignment with customer requirements.