What is the Peak Demand Service offering?
The Red Hat Peak Demand Service is an add-on extension to a Red Hat Technical Account Management (TAM) Service to provide additional accessibility to the Technical Account Manager over critical events in your business cycle.
Periods of high demand can be some of the most critical times for Red Hat customers to keep their systems running smoothly. It’s important to properly prepare for these times to head off issues and ensure help is readily available if needed.
To assist our customers with this, Red Hat offers Peak Demand Service. With this offering, a Red Hat Technical Account Manager (TAM) helps you thoroughly prepare for the peak event and then promptly assists with issues during the engagement period to troubleshoot and speed resolution. The Red Hat TAM is your primary point of contact, working as your team’s partner within Red Hat to keep you supported during these crucial times for your business.
Features and benefits
TAMs delivering Peak Demand Service are technical experts and provide access to additional Red Hat engineers to support your most critical system changes, implementations, migrations or deployments. The TAM assigned to a Peak Demand Service engagement will mitigate risk through proactive planning ahead of the event and will be ready to immediately assist should any issues occur.
- The customer’s existing TAM will partner with the Peak Demand Service TAM to ensure continuity
- Thorough review to ensure all Red Hat Support resources are available ahead of the Peak Demand Service coverage
- The TAM will be on standby on a 24 hour basis remotely, or onsite, to assist with production issues
- Variety of service durations to fit your needs:
- 4-days, remote or onsite
- 2-days, remote
- Additional add-on days available
For customers to use the Peak Demand Service add-on, they must meet the following prerequisites:
- The customer must have an existing TAM subscription for the technology being covered by Peak Demand Service
- The Peak Demand Service add-on must be purchased at least 30 days in advance of the Peak Demand Service period
About Red Hat
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers develop cloud-native applications, integrate existing and new IT applications, and automate and manage complex environments. A trusted adviser to the Fortune 500, Red Hat provides award-winning support, training, and consulting services that bring the benefits of open innovation to any industry. Red Hat is a connective hub in a global network of enterprises, partners, and communities, helping organizations grow, transform, and prepare for the digital future.
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This model is what I had hoped that Red Hat would provide, a 24x7 TAM, dedicated resource during a peak critical time that would identify and pull in the right technical L3/L4 engineering resources for whatever issue arose in an extremely timely and responsive manner.