Technical Account Manager Terms
These SentinelOne Technical Account Manager (“TAM”) Terms (“TAM Terms”) are among Sentinel Labs, Inc. (“SentinelOne”) and the customer (“Customer”) subscribing to the SentinelOne solutions (“Solutions,” as defined in the SentinelOne Terms of Service (“Terms”) available on the SentinelOne website https://sentinelone.com/terms-of-service/, or another version of the Terms agreed to in writing among the Customer and SentinelOne), for Customer’s subscription to receive TAM services as detailed in these TAM Terms, the Documentation and a valid Quote or Purchase Order (“TAM Services”).
Capitalized terms not defined but used herein shall have the meaning assigned to such terms in the Terms or in the Support Terms. In the event of any conflict between these TAM Terms and the Terms, the terms of the Terms shall control, unless stated otherwise in a version of these TAM Terms executed by SentinelOne.
“Designated Contact(s)” shall mean individuals in Customer’s organization who have been designated from time to time as administrators responsible for deploying and maintaining the Solutions in Customer’s production environment.
“Local Regional Business Hours” shall mean 9AM to 5PM (GMT+3 for Europe and EMEA Customers and GMT-8 for U.S. Customers).
“Optimization Services” shall mean assistance, support, liaison and similar services relating to optimizing the Solutions for Customers, such as policy review, upgrade planning, product training, configuration, Workaround, Resolution, etc.
“Support Terms” shall mean the SentinelOne support terms available at https://www.sentinelone.com/support-terms/ (or another version thereof agreed to among Customer and SentinelOne in connection with Customer’s subscription to the Solutions
I. Scope of TAM Services
TAMs: TAM Services are provided in English by designated, qualified support engineers. Each Customer subscribing to TAM Services is assigned a designated TAM who serves as Customer’s primary account contact for TAM Services (“Assigned TAM”). Customer may request to replace an Assigned TAM by providing SentinelOne with a written request detailing the reasonable basis for such replacement request. SentinelOne shall make commercially reasonable efforts to accommodate such request within a reasonable time.
TAM Services: TAM Services include post sale assistance, Solutions deployment planning, Solutions implementation assistance and Optimization Services. In addition, TAMs provide technical support assistance and serve as a conduit and liaison between Customer and support services, including support cases management. TAMs also provide general information and assistance relating to the Solutions, including upgrade assistance, industry trends, threat information and best practices. TAM Services include weekly conference calls, periodic service analysis reports and 5 days on-site assistance. In particular, TAM Services also include the provision of monthly, quarterly and annual reporting as further described below.
Monthly Standard Support Case Reports: The Assigned TAM will provide monthly reports on Customer’s technical support case history to help identify trends with regard to support issues, and to enable discussion about potential areas of improvement with Customer. Monthly report and follow-up discussion will be provided by the Assigned TAM remotely.
Quarterly Reporting and Review: The Monthly Standard Support Case Reports will be summarized on a quarterly basis to help identify technical support issues, trends and Customer concerns and to discuss potential areas of improvement and make recommendations. The Quarterly Reporting also addresses Customer business requirements and how SentinelOne is performing against them and provides insight on the global security threat landscape. This quarterly reports and follow-up discussion will be provided by the Assigned TAM remotely.
Annual Account Review: For customers who subscribe to TAM Services on an annual basis, the Assigned TAM will meet with Customer once during each annual term of the TAM Services to review Customer’s TAM services prior year case history and to review Customer’s current security posture and ongoing security strategy in order to make best practice recommendations. This annual report and follow-up discussion will be provided by the Assigned TAM remotely.
Travel Expenses: Travel expenses are not included in the TAM Services subscription and will be charged separately.
Customer Eligibility for TAM Services. TAM Services are only available to Customers subscribed to the Solutions and Enterprise Support for the duration of the TAM Services subscription. SentinelOne is not obligated to provide any credits, refunds or extensions of TAM Services when TAM Services are suspended or terminated as a result of Customer’s failure to maintain valid subscription for the Solutions, or due to Customer’s breach of these TAM Terms.
II. TAM Support Assistance
TAM Coverage: TAM Services are available during Local Regional Business Hours. Customer may designate up to six (6) Designated Contacts who may interact with the Assigned TAM with respect to any issues relating to the Solutions.
TAM Services Outside Local Regional Business Hours: Outside of Local Regional Business Hours Customer will receive Support by SentinelOne support as detailed in the Support Terms.
Case Creation Assistance: Upon Customer’s request, the Assigned TAM may log technical support cases on Customer’s behalf. Outside of Local Regional Business Hours, Customer should call SentinelOne Support Service at 855-868-3733 or submit a support request via the SentinelOne support portal available at https://support.sentinelone.com/hc/en-us.
III. Case Management for Support Requests
Support Response Times: Response times shall be according to Enterprise Level support response time as detailed in the Support Terms or in another written agreement executed between Customer and SentinelOne.
Identify and troubleshoot issues: The TAM will use commercially reasonable efforts to assist SentinelOne support engineers in isolating the cause of a Malfunction (as defined in the Support Terms). Customer may be required to provide additional information about the Malfunction, as detailed in the Support Terms.
Escalation Assistance: During Local Regional Business Hours, the TAM will use commercially reasonable efforts to assist Customer with any severity 1 or 2 technical support case escalations. For high severity technical support issues having significant impact on Customer’s production environment, when the Assigned TAM is unavailable or the outside of the local Regional Business Hours, customer should call SentinelOne Support directly and open a support ticket, while also alerting the Assigned TAM as soon as reasonably possible.
Support Case Management: After Customer has submitted a Severity 1 Initial Support Request, the Assigned TAM will be notified by SentinelOne Support and will then serve as the point of contact for providing technical support case management assistance to Customer during Local Regional Business Hours. The TAM will work diligently to monitor the technical support case to provide Customer with updates on the status of the case. The TAM will determine if it is necessary to outline a technical support action plan for issue resolution when the TAM does not directly own the issue.
IV. Product Optimization Services:
Customer must request Optimization Services through their TAM to be coordinated with support engineers. These Optimization Services are delivered remotely via telephone, email, and if needed, concluded with an online meeting to discuss the findings and deliver any required reports to Customer.
V. Additional Terms
No Auto-Renewal. Notwithstanding anything to the contrary in the Terms, there is no automatic renewal of the TAM Services. Customer must contact SentinelOne or a SentinelOne Reseller to renew the TAM Service before the subscription term for TAM Services expires.
Remote Analysis to Your Data: Customer authorizes SentinelOne to perform any remote analysis of Your Data as necessary for providing the TAM Services.
Connection to Customer System: Customer acknowledges and agrees that SentinelOne may be required to connect its computers and other necessary equipment directly to Customer’s computer network, and consents to such activity in connection with providing TAM Service.
No Warranties: SentinelOne shall ensure that TAM Services are performed professionally and courteously in accordance with best industry practices, by properly trained professionals. Notwithstanding the foregoing, Customer understands and agrees that SentinelOne provides no guarantees or warranties as to Customer’s satisfaction with the TAM Services, nor do such Services guarantee that the Solutions function as expected by Customer, prevent all malware infections, or otherwise guarantee protection to Customer’s environment.
Remedies: If SentinelOne materially breaches the TAM Terms, Customer’s only remedy is to terminate the TAM Services and receive any pro-rated prepaid and unused fees for the reminder of the TAM Services term after the date of termination.