Submitted My 1st Critical and high ticket last night because I had a server issues...
it is currently 10:30 mytime or 7:30 PST. Or Maybe Dave can answer this ? This morning I recieved the below message.. -- Question is Why ? -- Does this email meet there SLA ? Does this meet the S1 Criterium ? -- How does this email help me ? -- The only thing I can come up with.. is it is a quick statement just for the purposes of meeting the SLA. -- I already know how to update a ticket.. --- Typical Header info: Hi, Thank you for your recent email regarding this issue. Your update has been received by Remedy Support. In the event that you would like to provide additional information, simply reply to this email, and your message will be routed to the appropriate assigned individual. You may also view the status of and update your ticket by logging into SupportWeb at *http://www.bmc.com/support/* <http://www.bmc.com/support/> Please let me know if you need a call for an update or a proactive e-mail notification as we are committed to providing superlative customer service and we want your feedback. Kind regards, XXX person.. --------------------- *The Support web site says the following::* BMC Fast-Track Support Local Business Hours 12 hours x 5 days (Excludes published holidays) *S1 = 1 Business Hour *S2 = 4 Business Hours S3 = 8 Business Hours S4 = 12 Business Hours Service Management products Patrick Zandi _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
