From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3
Sent: Thursday, July 13, 2006 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - BMC-Remedy Tech Support Rant
Tim:
What level of support are you paying for? If it is Express or higher, you have it. Basic is Prime Period Maintenance. And support is changing at BMC.
To put it another way, you get what you pay for.
James McKenzie
-----Original Message-----
From: Action
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of
Tim Button
Sent: Thursday, July 13, 2006 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT
- BMC-Remedy Tech Support Rant
So the question is.......why can I not get 24x7 support now? I hate to beat that drum once a year, but for what we pay for support, and they outsource that support around the world, would it not be a good time to finally make this 24x7?
Timothy Button
Remedy Systems
Consultant
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>From: "Sanford, Claire"
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>Subject: OT - BMC-Remedy Tech Support Rant
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>
>OK, if you live in India or work in the same time zone it is
great...
>But for those of us that live in the US,
getting an answer at 3:25AM,
>4:34 AM and 5:19AM does
not work!
>
>This is the
most frustrating thing I have experienced with Remedy ever!
>
>Grrrrrrrrrrrrrrrrr
>
>Outsourcing is BS! Sure they are
(the tech support staff) less costly,
>so the profit
goes up, but is the customer happy and satisfied with the
>support? NO! Will the customer be happy and satisfied
with the
>support next time someone asks them,
probably not!
>
>Claire
"grumpy today" Sanford
>
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