Tealium Customer Support Package Comparison

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	Available for purchase	Available for purchase	Available for purchase
	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
(business optimization) Digital Strategy Services	Marketing strategy workshop	Available for purchase	Available for purchase	Available for purchase

9605 Scranton Rd. Ste. 600
San Diego, CA 92121
+1 (858) 779-1344

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