We've worked with several Remedy customers regarding dropping (or
reducing) maintenance over the years, and can offer the following
insights:
1. Dropping maintenance (obviously) eliminates the annual fee you
would normally have to budget for BMC Remedy annual support. This has been
an advantage to some customers, especially considering those annual fees are
based on a percentage of the current list price of all the BMC products in your
portfolio, and they will increase as BMC Remedy raises prices or re-bundles
products. For example, if you own AR System and currently pay 15% or
$3,000/year for annual support, then if BMC Remedy raised the price for AR
System to $30,000 you would be expected to pay $4,500/year -- negotiations are
not an option. Of course, even customers with modest BMC
Remedy portfolio would be subject to sizeable increases in annual support
costs. The #1 complaint we hear following a BMC Remedy price increase: "I
wish BMC Remedy had warned about this last year when I was putting together my
IT budget. Now I have to go back to my VP and Steering Committee and ask
for MORE money, just to cover maintenance on software we already
own!"
2. BMC Remedy has also made it much more difficult to selectively
drop maintenance for some products while keeping it for others. In
fact, the last time we tried to help a couple of customers drop maintenance for
Help Desk or Change Management, but keep maintenance for the AR System, we were
denied. Consequently, we now suggest that any decision to keep or
drop maintenance, will be an "all or nothing" event.
3. We're not aware of BMC Remedy offering ANY "purchase-an-upgrade"
option for customers without maintenance. Either you're on maintenance and
the upgrades are free, or you're not on maintenance and the upgrades
are unavailable.
4. For the vast majority of BMC Remedy customers, staying on
maintenance makes sense because it's just too painful to continue running your
AR applications in a production environment, without technical support and
product upgrades. Depending on the frequency and severity of the issues
you bring to Remedy, however, you might consider dropping your support level
from 18% or 20%, to 15% -- but that decision is best left until after you
have a discussion with your Remedy
agent/partner/reseller.
Please contact me directly, off the ARSlist, if you have any questions or
need any additional information.
-- Bing
Bradford Bingel ("Bing")
ITM3 California
ITM3 California
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mahan, Janet L [LTD]
Sent: Friday, November 03, 2006 1:13 PM
To: [email protected]
Subject: Remedy Maintenance
We are thinking of dropping our Remedy annual maintenance. I cannot find anything on the website about the option of purchasing upgrades, etc… without maintenance. Also, does anyone know if you can call and get support on a case by case basis with a maintenance contract?
Janet L. Mahan
Network Systems Management
Systems Admin
II
941.766.6199
[EMAIL PROTECTED]
http://www.embarq.com/
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