I too, am greatly disappointed with the level of support BMC provides: Remedy Corp really spoiled us.
I have, however, found someone there who actually can do something about it. The manager of Customer Support is a gentleman named WADE (last name withheld to protect his family and allow him to take a break from work). In order to get his attention, prefix the SUBJECT of your email with his name. for example, the subject of this email ( if sent to [EMAIL PROTECTED] ) WOULD be WADE: RE: Who's in charge of support at BMC? THIS WORKED FOR ME! Anyone receiving an email at [EMAIL PROTECTED] knows to forward a message prefixed with WADE directly to him. Wade is a good guy trying to cope with a bad situation, so be nice to him. (and don't tell him where you learned this trick) Joel _______________________ Joel D. Sender Director of Western Operations QMX SUPPORT SERVICES, INC. [EMAIL PROTECTED] -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Chris Williams Sent: Thursday, March 15, 2007 11:04 AM To: [email protected] Subject: Re: Who's in charge of support at BMC? (U) If you can afford it, then I'm sure its great....but quality should never depend on contract level! Chris > Everone, > > I know that my support experiences are not the "norm" at BMC. I know > that we all pay large amounts in maintenance and support and then a > premium for Enterprise support. I also know that using the "normal" > support channels can be non-productive and frustrating. > > All this being said, If your company can afford it, I would highly > recommend Enterprise Support. Not only do you get a single contact for > all of you support issues 24x7, but you get their cell and home numbers. > You get quick access to the engineering and resolution teams. You get > weekly status calls and routine health checks. You even get 7 on site > visits per year and your Remedy Support person gets money to build a > "mock up" of your environment. > > Since purchasing Enterprise Support, I can honestly say that I have > never had a better support relationship or experience. > > > Kelly Gatewood ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
