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Data Protection
Data Security
Data Insights
The 5 Steps to Cyber Resilience
Cloud & SaaS
Enterprise
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Enterprise-Grade Success, Built for Scale, Optimized for Resilience
Cohesity Platinum Service is designed for organizations with complex environments and critical workloads, providing comprehensive technical and strategic support. It combines dedicated customer success management, technical support, and advanced services into a collaborative, hands-on partnership. The service includes a Designated Technical Account Manager (TAM) and a Designated Technical Support Engineer (DTSE) focused on strategic planning, advocacy, and issue resolution. It aims to ensure long-term success, proactive technical services, and functions as an extension of your team to maximize your investment and stay ahead of evolving needs.
Designated Technical Support Engineer
Your Designated Technical Support Engineer (DTSE) serves as your primary contact for quicker issue resolution, streamlining support, and ensuring consistency across all cases. As they become more familiar with your environment, processes, and goals, the DTSE provides personalized, targeted support that leads to faster results and improved operational stability. This involves prioritizing high-priority and complex cases to resolve issues promptly and minimize business impact. They adapt support to your infrastructure and workflows, proactively identify patterns and risks, and offer preventative advice to help maintain system health. Their environment-specific expertise allows for faster, precise solutions aligned with your objectives, including probable cause analysis and corrective plans for critical issues.
Designated Technical Account Manager
Your Designated Technical Account Manager (TAM) advocates for you within Cohesity, focusing on your outcomes with strong communication, problem-solving skills, and experience across the customer lifecycle. They provide seamless, proactive support, including assistance in urgent situations, aligning Cohesity’s capabilities with your goals to ensure measurable results and operational efficiency. They develop personalized success plans, align strategies with your business objectives, and conduct regular check-ins to monitor progress and address challenges, all to support your ongoing success. They also offer recommendations to optimize data management across multicloud environments, ensuring your data is protected, accessible, and valuable.
Customer Success Engineers
Our team of Customer Success Engineers (CSEs) has extensive expertise in managing complex IT environments. CSEs collaborate with your IT leadership and technical teams to provide expert guidance and share best practices essential for optimizing your Cohesity portfolio. With access to our extensive knowledge base, your team can fully leverage the capabilities of your Cohesity implementation, enhancing efficiency and maximizing return on investment. For more complex challenges, CSEs can help identify the most effective options from our proactive services catalog to address your needs.
Faster Response from Technical Support
Access experienced Technical Support Engineers (TSEs) with set response targets for critical issues. Platinum customers receive faster response times, including a 30-minute goal for Priority 1 (System Down) and a 1-hour goal for Priority 2 issues, ensuring you get timely assistance when it counts most.
Customer Success Services Catalog
The Platinum Service includes up to 15 delivery days per year, giving you the flexibility to create a high-impact customer success program that adapts to your changing business needs. These delivery days can be used for a
variety of expert-led services, including comprehensive options like a Data Protection Posture Check, Disaster Recovery Plan Testing, and Data Recovery Validation. Whether you’re focused on strengthening your recovery posture, improving system performance, or developing internal expertise, service delivery days give you the control and flexibility to prioritize what matters most and adapt as your business evolves.
Training and Education
Empower your team to develop confidence and skills through Cohesity Academy. The Platinum Service gives access to Cohesity Academy’s Training Access Pass, which provides access to Instructor-Led Training or self-paced eCourses, enabling users to learn at their convenience.
It includes 1 student seat for up to 24 days of instruction from the open schedule of Instructor-Led classes. Or 24 days of self-paced eCourses to be chosen from the course catalog. For one (1) organization for one (1) year, with access to the chosen course labs for up to six (6) months.
The Training Access Pass can be used by multiple employees for a maximum of 24 days. For example, if two employees attend 12 days of course time, the entire 24- day allocation will be consumed. See the entire catalog and schedule at www.cohesity.com/academy.
Unlock more value with the right level of Customer Success for your business. Choosing Gold or Platinum Service ensures you’re maximizing your investment with Cohesity and aligning resources to achieve stronger outcomes.
Priority 1 – 1 Hour
*All days listed represent annual maximum entitlements and can be used flexibly throughout the year
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