*Maybe you haven't been to the website in a few days but today the following notice appears:* ** *SCHEDULED OUTAGE *The Support Website will be unavailable from approximately 19:00 CDT (GMT – 06:00), November 17th until 17:00 CDT (GMT – 06:00), November 19th. Applications impacted include: Issue Management, Knowledge Base, Licensing and Passwords, and My Support Profile. If you need immediate assistance, please call your local *Support Center*<http://www.bmc.com/info_center_support/overview/0,3252,19097_4736154,00.html>
On November 19, 2006, BMC will introduce changes to the Customer Support Web portal. *Valid, non-expired support contracts will be required for access to support services.* November 19, 2006 BMC goes live with a new customer support Web site and support solution that is based upon BMC Remedy technology. *A Support Contract Number for a non-expired Support Contract is required for you to access secure areas of the Web site. You will not be able to submit issues through the Web if your Support Contract is expired. Support Contract IDs are required for the following:* - After registering on the Web site for the first time, you must "subscribe" to support using the Support Contract ID number and pin/password to access secure areas such as Issue creation and tracking and the Knowledge Base. - In the subject line of an email to [EMAIL PROTECTED] or the email will be automatically rejected. - To access support services by telephone. ------------------------------ *Browser Requirements* To utilize the New BMC Support Central, you will need to deactivate pop-up blockers and ensure you are using one of the following browsers: - Internet Explorer version 6 or higher - Netscape version 7.2 or higher - Mozilla version 1.7 or higher ------------------------------ *Email addresses for Support* [EMAIL PROTECTED] – This is a low priority email address. General questions and requests for Support IDs should be submitted to this address. Do not submit issues needing immediate attention to this email address. [EMAIL PROTECTED] – If you have a technical issue needing immediate attention and cannot access the Web site, call for support or use this email address. Put the Support ID in the subject line (ex. SupID1244). ------------------------------ *What is a primary Support Contract ID?* Support ID and Support Contract ID are the same as the Support Contract Number located on your Order Acknowledgement Letter or Renewal Quote. Some customer organizations possess multiple Support Contract IDs because of billing preferences. To make the transition as smooth as possible for you, we have selected a single Support Contract ID to associate with your company and thus, to your contact information. You only need the single ID to access the support system. However, the others are necessary for financial purposes. You may associate other Support Contract IDs to your account to access the system. ------------------------------ *Where can I get my Support Contract ID?* If you cannot locate your Support Contract ID, submit a request for a Support Contract ID to [EMAIL PROTECTED] using your company email address. Please put the words "Support Contract ID" in the subject line. Provide your name and your company's name and any pertinent information about your company, such as other names it may go by, name changes, or acquisitions in the last several years. ------------------------------ *How has logging into the Support Web site changed?* If you currently have a login User ID and password on our Customer Support Web site (www.bmc.com/support_home), you should be able to log into the new Web site with your current User ID and password without having to subscribe for support using your Support ID and contract password/pin. If you obtained support through both supportweb.remedy.com and bmc.com/support_home, your User ID will be the e-mail address that is currently attached to your bmc.com/support account. Your password will be the password associated to the bmc.com/support account. If you obtained support via the BMC Remedy SupportWeb ( http://supportweb.remedy.com), you will use the e-mail address that currently is attached to your supportweb.remedy.com account as your User ID. Your login password has not changed. If you only have a Developer Role, or if your account is inactive, you will have to register on our new Web site and subscribe for Support using your Support Contract ID and contract password/pin before you will be able to access secure areas. If you need assistance with your password, be prepared to answer the following two questions and we will provide your password: - What is your company's postal zip code? - What is your User ID? If you are new to the BMC website, you will have to register on the site and subscribe for support using your Support Contract ID and associated password/pin. Subscription allows you to access secure pages, which permit you to search the knowledge base, submit and track issues, or view product lists, manuals, updates, and maintenance for download. ------------------------------ *How do I Register on the Web and Subscribe for Support?* Step 1. Go to bmc.com/support_home Step 2. Click the "Register Now" link located on the left navigation bar Step 3. Complete the required fields on the Registration form – your User ID will be your company email address Step 4. Click "Submit" – verify the content and click "Continue" Step 5. Under "Additional Options", click the link "Subscribe for BMC Customer Support" (if you Subscribe for support later, find the "Subscribe to Support link" on the left navigation bar) Step 6. Log in using your email address as the User ID and the password you just created Step 7. On the next screen enter the Support Contract ID number 49264 (internal only – do not share this number) and use the Contract Password (pin) "bmc" (lower case) Step 8. Click "Submit" ------------------------------ *Training* The links below are instructional presentations that will provide training on the use of our online tools available to you. Each presentation covers a different topic and can vary from one to eight minutes. Please visit this page often as we continue to add additional training presentations. In order to view each video, be sure to adjust your speaker volume to a comfortable level and click on the link of the topic that interests you. The presentation will launch and play in a new browser window. - Getting Started - Logging In and New User Registration<http://media.bmc.com/edu/Web_Services_Getting_Started_Logging_In_and_Registration.swf> - Getting Started – Creating my Product list and Profiles<http://media.bmc.com/edu/Getting%20Started%20-%20Creating%20My%20Product%20List%20and%20Profiles.swf> - Getting Started - Helpful Hints<http://media.bmc.com/edu/Getting%20Started%20-%20Helpful%20Hints.swf> - How to Manage my Product List<http://media.bmc.com/edu/Web_Services_Manage_Products_Audio_3_min.swf> - How to Manage My Support Contract IDs<http://media.bmc.com/edu/How%20to%20Manage%20My%20Support%20Contract%20IDs.swf> - How to Manage my Environment Profiles<http://media.bmc.com/edu/How_to_Manage_My_Profiles.swf> - How to Search the Knowledge Base<http://media.bmc.com/edu/How_to_Search_the_Knowledge_Base%205_min.swf> - How to Create an Issue<http://media.bmc.com/edu/Web_Services_Create_Issue_SWF.swf> - How to View and Update an Issue<http://media.bmc.com/edu/How_to_View_and_Update_Issues_Revised_Oct_15.swf> - How to View Defects, RFEs, and CARs<http://media.bmc.com/edu/How%20to%20View%20Defects,%20RFEs,%20and%20CARs.swf> Solution Partner Training<http://www.bmc.com/BMC/Partners/CDA/EndUsers/CDA/hou_Partner_Member_Generic/0,3326,23110121_23250039,00.html>(Partner login required) *For more information, please visit our FAQs*<http://www.bmc.com/info_center_support/overview/0,,19097_45424060_59593480,00.html> _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
