arslist Digest - 17 Apr 2007 to 18 Apr 2007 - Special issue (#2007-161)If you do want to go that route, make sure that the support center you are going to turn to, not just has the necessary certifications, but that your support with BMC would remain valid too for reasons of upgrades, etc..
There are companies around that act as primary support cells with conjunction to BMC, meaning that they are the 1st line of support. So basically when you buy support from them, you are paying not just for support from them, but also for future upgrades etc. The support fee thus might be marginally higher than you are if you are paying BMC directly for support. I used to work for a VAR (value added reseller) so I do vaguely remember that the markup prices for support was about 15% over the prices you might pay to Remedy directly if you buy it from them. Question of whether or not that is worth doing is entirely dependent on the credibility of that VAR. If they do have qualified experienced people working for them, that 15% markup is perhaps worth it. Remedy support is still liable to support you as 2nd line of support should you go that route, if your 1st line is unable to solve your issue for you. Hope this helps Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Wilson, Bruce B Sent: Wednesday, April 18, 2007 2:11 PM To: [email protected] Subject: New Support Policy? ** The trail is becoming more twisted… Apparently, when you now call the BMC support center with a new issue, you no longer speak to a support technician. Instead, you speak to someone who takes some cursory notes and creates a ticket for you. Basically, it is the same thing as if you were to go online via Remedy support and create your own ticket. I remember previous to this, you got someone who could not speak very good English and would attempt to solve your problem with the limited knowledge they had and would then TEXT MESSAGE the BMC support engineer you previously were able to speak directly to. Add the fact that the on-line Remedy knowledge base is incredibly slow to search and retrieve and you basically complete the poor support. We are paying thousands and thousands of dollars for incredibly poor support that seems to continuously get worse. What is next? I am seriously considering utilizing a non-BMC service center for support. I am told at one vendor, the technicians go through a certification program. You get the same person each time you call so they get to become familiar with you. Does anyone have any good (or bad) experiences with non-BMC service center vendors? Sorry for venting, but enough is enough! Bruce Wilson C&S Remedy Administrator Norfolk Southern Corporation Atlanta, GA __20060125_______________________This posting was submitted with HTML in it___ -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.446 / Virus Database: 269.5.2/766 - Release Date: 4/18/2007 7:39 AM _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
