Technical Account Management Program | D2L Middle East & Africa
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D2L > Technical Account Management Program

Technical Account Management Program

Extend your support experience beyond the benefits of a traditional help desk and take partnership to the next level with the Technical Account Management Program. Your Technical Account Manager (TAM) is your trusted technical champion dedicated to helping you optimize your unique implementation of the Brightspace platform to achieve your strategic learning goals.

The most significant helping point is that we had our TAM onsite. It provides us with a direct conduit to D2L and full access to exactly who we need to talk with to make things happen quickly. If an organization can swing it, I recommend it!

– Matt Waymack, Director of eClass Development, Gwinnett County Public Schools

The support we receive from our TAMs is exceptional—they listen to our needs and are truly committed to our success as an institution!

– Kayla Himmelwright, Assistant Director, Academic Technology, Southern New Hampshire University

TAM Graphic

Maximize engagement

Your TAM is your dedicated advocate. Working directly with your account, your TAM will help drive increased engagement of key teams and stakeholders, bridging the gap between your organization and D2L.

Increase visibility

Your TAM is your liaison within the D2L organization to manage, track, and resolve any issues that arise, providing timely and responsive communication.

Streamline communication and coordination

Your TAM will manage platform updates and enhancements, providing technical assistance and coordinating project support.

Technical Account Management Program Packages

You can share your TAM, but we bet you won’t want to.

The Technical Account Management Program has four levels of service that offer progressively increasing access and support, designed to balance your technical support needs. The right level of TAM service for you depends on the size, complexity, and criticality of the Brightspace platform to advance your strategic learning objectives. We will work with you to listen to your specific needs and help you choose the best option.

Augmented Support

Additional support to meet your unique support needs.

  • Enhanced support beyond Brightspace Community and our traditional help desk
  • Single point of contact for questions and support escalations
  • 24-hour response to critical cases

Partnered Support

Support with project management and system consulting.

  • Ongoing project management support
  • Consulting and planning for upcoming maintenance windows and system changes
  • 8-hour response to critical issues

Customized Support

Custom engagement for unique use cases and Brightspace implementations requiring an elevated level of technical support.

  • Personalized consultation to assess your needs
  • Customized statement of work with defined deliverables
  • 4-hour response to critical issues

Dedicated Support

Extension of your support staff with a dedicated resource for highly customized service with frequent interaction.

  • Full-time, dedicated technical resource working on only your account
  • Daily interactions and system monitoring
  • Immediate response to critical issues

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