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How to engage a TSM

UpdatedOctober 22, 2024

To engage the Technical Service Manager (TSM) team, follow these steps:

For Internal Engagement:

  1. Determine the Need for TSM Engagement:
    • Ensure the customer has fully activated their first location with production traffic and all services.
  2. Complete the TSM Intake Form:
    • Internal requests for TSM assistance should be initiated via the TSM Intake Form. You can access the form using the following link: TSM Intake Form
  3. Dedicated vs Group Managed TSM:
    • Depending on the Monthly Recurring Revenue (MRR) and network size, the customer will either be assigned a dedicated TSM or be supported by a team of TSMs who manage smaller or less complex customers.

For External Engagement:

  1. Contact the TSM Team:

Additional Details:

  • Onboarding:
    • The CSM/Project team should ensure customer contacts are onboarded to WE CONNECT, providing access to the SD WAN portal. Customers will need to set up PING ID for multi-factor authentication.
    • The TSM will schedule SD WAN or SASE Onboarding, covering the SD WAN portal, product Q&A, and help set Day 2 support expectations, including repair escalation paths and monitoring 1.
  • Post-Activation Support:
    • For issues post-activation, a JIRA should be submitted by the PM/PC for post-install support. These requests are handled by Service Delivery leadership. Once the customer is stable, the TSM can be engaged for any portal training or consultation 2.

By following these steps, you can ensure proper engagement with the TSM team to support your needs effectively.

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