{"id":33403,"date":"2025-05-08T16:49:53","date_gmt":"2025-05-08T16:49:53","guid":{"rendered":"https:\/\/wordpress-776622-2794197.cloudwaysapps.com\/?page_id=33403"},"modified":"2025-07-18T13:55:23","modified_gmt":"2025-07-18T13:55:23","slug":"statement-of-work-technical-account-manager","status":"publish","type":"page","link":"https:\/\/wordpress-776622-2794197.cloudwaysapps.com\/da\/about-vipre\/legal\/statement-of-work-technical-account-manager\/","title":{"rendered":"Statement of Work: Technical Account Manager"},"content":{"rendered":"<section class=\"wp-block-e25m-section bs-section bs-section-05aaf7e43dc7218cbcdcc13f1fde9e12a13e28f8 bs-section---default bs-section--terms-of-use-heading bs-section--section-bottom-radius\"><style>.bs-section.bs-section-05aaf7e43dc7218cbcdcc13f1fde9e12a13e28f8{ background-image: url(https:\/\/wordpress-776622-2794197.cloudwaysapps.com\/wp-content\/uploads\/2022\/07\/bg-terms-scaled.webp);background-position: center center;background-size: cover;} <\/style><div class=\"container\">\n<div class=\"wp-block-e25m-row bs-row row  bs-row---default\">\n<div class=\"bs-column col-sm-12   bs-column-5f6574ebb29ac8d58ab608d2aff5b1bbe4f96332 bs-column---default\">\n<h1 class=\"wp-block-heading\" id=\"h-vipre-statement-of-work-for-technical-account-manager\">VIPRE\u00ae Statement of Work for Technical Account Manager<\/h1>\n\n\n\n<p>Last Modified: June 17, 2025<\/p>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n<section id=\"expanded-accordion\" class=\"wp-block-e25m-section bs-section bs-section-093d840811ebed611f8aa39b490cbd240621be3e bs-section---default bs-section--section-bottom-radius bs-section--privacy-policy\"><div class=\"container\">\n<div class=\"wp-block-e25m-row bs-row row  bs-row---default\">\n<div class=\"bs-column col-12  col-sm-0 col-md-0   bs-column-ae4a53db09289e353ef2a3157dddfbb1f8145dbe bs-column---default\">\n<p><\/p>\n\n\n<div id=\"accordion_fd279ee7492b-container\" class=\"bs-advance-accordion bs-advance-accordion--content-right bs-advance-accordion---default bs-advance-accordion--common-terms\" data-attributes='{\"acSideChange\":\"right-float\",\"floatClassName\":\"right-panel-floating\",\"alwaysExpanded\":true,\"accordionClassNames\":[{\"value\":\"bs-advance-accordion---default\",\"label\":\"Default\"},{\"value\":\"bs-advance-accordion--common-terms\",\"label\":\"Common Terms\"}],\"accordionIndex\":1,\"defaultOpenIndex\":0,\"colBreakpoint\":576}'><div class=\"bs-advance-accordion__left-container\"><div class=\"bs-advance-accordion__left-content-panel show\" data-parent=\"#panel_69b92bbb2ced\"><\/div><div class=\"bs-advance-accordion__left-content-panel\" data-parent=\"#panel_944997356f1f\"><\/div><div class=\"bs-advance-accordion__left-content-panel\" data-parent=\"#panel_56395615b0b6\"><\/div><div class=\"bs-advance-accordion__left-content-panel\" data-parent=\"#panel_3780b000f335\"><\/div><div class=\"bs-advance-accordion__left-content-panel\" data-parent=\"#panel_6923eb5a8953\"><\/div><\/div> <div class=\"bs-advance-accordion__right-container\">  <div id=\"accordion_fd279ee7492b\"><div class=\"card active\">  <button class=\"card-header accordion__block__btn expand-fixed\" id=\"panel_69b92bbb2ced_header\"\n        data-toggle=\"collapse\"\n        data-target=\"#panel_69b92bbb2ced\"\n        aria-expanded=\"true\"\n        aria-controls=\"panel_69b92bbb2ced\" role=\"button\" aria-role=\"button\"><span><strong><strong>Purpose and Objectives<\/strong><\/strong><\/button><div\n                    id=\"panel_69b92bbb2ced\"\n                    class=\"collapse show expand-fixed\"\n                    \n                    data-parent=\"#accordion_fd279ee7492b\"\n                ><div class=\"card-body\">\n<p>VIPRE\u2019s Technical Account Managers (TAMs) help ensure the success of your training program as implemented through Inspired eLearning powered by VIPRE content and tools. From initial setup and training design, through long-term maintenance and performance evaluation, and even including project management of course customization and translations, TAMs will work closely with you to plan, build, and deliver effective training to your team.<\/p>\n\n<p>This SOW is entered into subject to the Master Services Agreement (&#8220;MSA&#8221;) available at <a href=\"https:\/\/wordpress-776622-2794197.cloudwaysapps.com\/da\/about-vipre\/legal\/\">https:\/\/wordpress-776622-2794197.cloudwaysapps.com\/about-vipre\/legal\/<\/a> . This is a subscription service and is therefore subject to the terms of the MSA relevant to subscription services.<\/p>\n      <\/div>  <\/div><\/div><div class=\"card\">  <button class=\"card-header accordion__block__btn expand-fixed\" id=\"panel_944997356f1f_header\"\n        data-toggle=\"collapse\"\n        data-target=\"#panel_944997356f1f\"\n        aria-expanded=\"false\"\n        aria-controls=\"panel_944997356f1f\" role=\"button\" aria-role=\"button\"><span><strong>Service Scope<\/strong><\/button><div\n                    id=\"panel_944997356f1f\"\n                    class=\"collapse  expand-fixed\"\n                    \n                    data-parent=\"#accordion_fd279ee7492b\"\n                ><div class=\"card-body\">\n<figure class=\"wp-block-table\"><table><thead><tr><th>#<\/th><th><strong>Deliverable<\/strong><\/th><\/tr><\/thead><tbody><tr><td>1<\/td><td>\n          <strong>Initial Training Setup<\/strong><br>\n          Our TAMs will organize and configure your training environment with the latest courseware and solutions, tailored to your subscriptions.\n        <\/td><\/tr><tr><td>2<\/td><td>\n          <strong>Training Planning<\/strong><br>\n          Our TAMs will collaborate with you to plan the rollout of training courseware and tools, including:<br><br>\n          <ul>\n            <li>Which groups\/roles should receive what training.<\/li>\n            <li>Effective methods to add users to the platform for the initial rollout and on an ongoing basis (e.g. for new hires).<\/li>\n            <li>Appropriate training schedules.<\/li>\n            <li>How effective training will be measured.<\/li>\n          <\/ul>\n        <\/td><\/tr><tr><td>3<\/td><td>\n          <strong>Learning Path Configuration <em>(IeL iLMS Hosting customers only)<\/em><\/strong><br>\n          TAMs will configure appropriate Learning Paths and handle group enrollment to support automation of your training program.\n        <\/td><\/tr><tr><td>4<\/td><td>\n          <strong>Training Program Analysis<\/strong><br>\n          TAMs will work with you to identify your training program goals, and supply the reporting and analysis you need to measure performance against those goals.\n        <\/td><\/tr><tr><td>5<\/td><td>\n          <strong>Support Ticket Escalation<\/strong><br>\n          In the unlikely event that you have technical problems with your training solution, TAMs will coordinate with the Support team to ensure that your support tickets are promptly and accurately addressed.\n        <\/td><\/tr><tr><td>6<\/td><td>\n          <strong>Course Customization Planning<\/strong><br>\n          If you choose to customize our courseware for your environment (including translation into alternate languages), our TAMs can coordinate the scoping and planning of that effort.\n        <\/td><\/tr><tr><td>7<\/td><td>\n          <strong>Courseware Updates<\/strong><br>\n          TAMs will provide guidance on monitoring for new or updated content. Upon request, they will work with you to deploy updates into your training environment. They will also consider whether learners need to retake courses based on the scope of changes.\n        <\/td><\/tr><\/tbody><\/table><\/figure>\n\n<div class=\"wp-block-e25m-div bs-div bs-div-91103da672f431009115c2b4dd3e89284290a37b bs-div---default\"><div class=\"bs-div__inner\"><\/div><\/div>\n      <\/div>  <\/div><\/div><div class=\"card\">  <button class=\"card-header accordion__block__btn expand-fixed\" id=\"panel_56395615b0b6_header\"\n        data-toggle=\"collapse\"\n        data-target=\"#panel_56395615b0b6\"\n        aria-expanded=\"false\"\n        aria-controls=\"panel_56395615b0b6\" role=\"button\" aria-role=\"button\"><span><strong>Tasks<\/strong><\/button><div\n                    id=\"panel_56395615b0b6\"\n                    class=\"collapse  expand-fixed\"\n                    \n                    data-parent=\"#accordion_fd279ee7492b\"\n                ><div class=\"card-body\">\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th><strong>Deliverable<\/strong><\/th><th><strong>Tasks<\/strong><\/th><\/tr><\/thead><tbody><tr><td><strong>Initial training setup<\/strong><\/td><td>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Validate initial training environment setup<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Verify courseware versions<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Verify account access<\/label>\n        <\/span>\n      <\/td><\/tr><tr><td>\n        <strong>Training planning<\/strong><br>\n        Our TAMs will work with you to plan the rollout of training courseware and tools, including:\n        <ul>\n          <li>Which groups\/roles should receive what training<\/li>\n          <li>Effective methods to add users to the platform for the initial rollout and on an ongoing basis (e.g. for new hires)<\/li>\n          <li>Appropriate training schedules<\/li>\n          <li>How effective training will be measured<\/li>\n        <\/ul>\n      <\/td><td>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Review\/plan for sources of learner data and decision on which option to employ<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Advise on training rollout per compliance requirements<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Define learner groups and plan training assignments<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Plan phishing campaigns per your needs<\/label>\n        <\/span>\n      <\/td><\/tr><tr><td>\n        <strong>Learning Path Configuration (IeL iLMS Hosting customers only)<\/strong><br>\n        TAMs will configure appropriate Learning Paths and handle group enrollment to support automation of your training program.\n      <\/td><td>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Verify sources of learner data and set up directory imports<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Create groups and assign learners (IeL iLMS Hosting only)<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Create Learning Paths, then enroll learners in courses and LPs (IeL iLMS Hosting only)<\/label>\n        <\/span>\n      <\/td><\/tr><tr><td>\n        <strong>Training program analysis<\/strong><br>\n        TAMs will work with you to identify your training program goals, and supply the reporting and analysis you need to measure performance against those goals.\n      <\/td><td>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Based on training programs, establish reporting needs and frequency<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Assist you with setting up reporting<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Review reports\/training progress every 6 months and make training recommendations based on the data<\/label>\n        <\/span>\n      <\/td><\/tr><tr><td>\n        <strong>Support ticket escalation<\/strong><br>\n        In the unlikely event that you have technical problems with your training solution, TAMs will coordinate with the Support team to ensure that your support tickets are promptly and accurately addressed.\n      <\/td><td>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Review issue and gather supporting data<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Submit issue to Support team for assessment and possible escalation to engineering<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Track progress of escalated issues and champion for timely resolution<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Work with you to confirm resolution of the issue in your environment<\/label>\n        <\/span>\n      <\/td><\/tr><tr><td>\n        <strong>Course customization planning<\/strong><br>\n        If you choose to customize our courseware for your environment (including translation into alternate languages), our TAMs can coordinate the scoping and planning of that effort.\n      <\/td><td>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Review customization document to confirm requested changes can be delivered<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Work with you to adjust any customizations that may not be technically possible as originally requested<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Submit and track customization requests with our internal customization team<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Alert you to upcoming deliverables and reminders of turnaround dates to keep project on track<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Deliver courses for your review and approval<\/label>\n        <\/span>\n      <\/td><\/tr><tr><td>\n        <strong>Courseware updates<\/strong><br>\n        TAMs will provide updates to training courseware as they are released, and will work with you to deploy those updates into your training environment. This includes assessing whether learners need to retake the course based on the extent of changes.\n      <\/td><td>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Provide guidance on how to monitor for new or updated content<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Upon your request, work with you to deploy the updated content<\/label>\n        <\/span>\n        <span style=\"display: flex; align-items: flex-start; gap: 6px;\">\n          <input type=\"checkbox\" style=\"margin-top: 0.2em;\">\n          <label style=\"line-height: 1.2;\">Upon your request, recommend where to add new courses into your training program<\/label>\n        <\/span>\n      <\/td><\/tr><\/tbody><\/table><\/figure>\n      <\/div>  <\/div><\/div><div class=\"card\">  <button class=\"card-header accordion__block__btn expand-fixed\" id=\"panel_3780b000f335_header\"\n        data-toggle=\"collapse\"\n        data-target=\"#panel_3780b000f335\"\n        aria-expanded=\"false\"\n        aria-controls=\"panel_3780b000f335\" role=\"button\" aria-role=\"button\"><span><strong>Location<\/strong><\/button><div\n                    id=\"panel_3780b000f335\"\n                    class=\"collapse  expand-fixed\"\n                    \n                    data-parent=\"#accordion_fd279ee7492b\"\n                ><div class=\"card-body\">\n<ul>\n<li>VIPRE Services are performed remotely using screenshare technology.<\/li>\n<\/ul>\n      <\/div>  <\/div><\/div><div class=\"card\">  <button class=\"card-header accordion__block__btn expand-fixed\" id=\"panel_6923eb5a8953_header\"\n        data-toggle=\"collapse\"\n        data-target=\"#panel_6923eb5a8953\"\n        aria-expanded=\"false\"\n        aria-controls=\"panel_6923eb5a8953\" role=\"button\" aria-role=\"button\"><span><strong>Resources, Requirements, and Expectations<\/strong><\/button><div\n                    id=\"panel_6923eb5a8953\"\n                    class=\"collapse  expand-fixed\"\n                    \n                    data-parent=\"#accordion_fd279ee7492b\"\n                ><div class=\"card-body\">\n<blockquote class=\"wp-block-quote\">\n<div style=\"background-color: #e6f4ff; border-radius: 12px; padding: 16px 20px; position: relative; color: #333; font-family: Arial, sans-serif; margin: 20px 0;\">\n  <span style=\"position: absolute; top: 12px; left: 16px; font-size: 20px; color: #007bff;\">\u2139\ufe0f<\/span>\n  <p style=\"margin: 0; padding-left: 30px; line-height: 1.5;\">\n    Successful projects require both parties to supply the right resources in a timely manner.\n    For example, VIPRE cannot provide certain kinds of services unless you, the client, enable the right access and permissions so that we can complete our work.\n    Failure to provide the resources and adhere to the requirements listed below will put this project and its proposed timeframe at risk.\n  <\/p>\n<\/div>\n<\/blockquote>\n\n<ol>\n<li>You must provide, and maintain, functional contact information so that we can communicate effectively with your team supporting this project.<\/li>\n\n\n\n<li>You must respond to questions and meeting invitations within 48 hours of receipt.<\/li>\n\n\n\n<li>You are responsible for the proper behavior of any of your team members when interacting with VIPRE personnel.<\/li>\n\n\n\n<li>You must maintain an active subscription for at least one of our Training products and the Technical Account Manager Service in order to receive TAM services.<\/li>\n\n\n\n<li>You must maintain a subscription to our content status channels to be made aware of content updates.<\/li>\n<\/ol>\n      <\/div>  <\/div><\/div>      <\/div>  <\/div><\/div><\/div>\n<\/div>\n<\/div><\/section>","protected":false},"excerpt":{"rendered":"<p>Statement of Work for VIPRE Endpoint MDR<\/p>","protected":false},"author":20,"featured_media":0,"parent":27171,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"show_custom_date":false,"custom_date":"","featured":false,"featured_image":0,"learn_more_label":"","image_alt_text":"","learn_more_type":"","learn_more_link":[],"show_popup":false,"learn_more_link_file":0,"event_date":false,"event_start_date":"","event_end_date":"","om_disable_all_campaigns":false,"inline_featured_image":false,"footnotes":""},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v23.4 (Yoast SEO v23.4) - 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