Susan, that lack of ad hoc emergency night/weekend support has always amazed me. Every vendor of hardware and enterprise software with which I have been associated in over 20 years in IT has had a policy allowing for emergency outages to be paid for separately outside the normal support channels, but Remedy refused to, and BMC apparently does as well, though they have tweaked their support offerrings to make it so 12x7 coverage doesn't cost an arm AND a leg. Seems as though they could make some extra coin utilizing their overseas support centers this way. The lesson from this is to talk to your sales person, and find out what the options are for planned server cutovers and such - you might be surprised to hear some viable options. Probably not much that can be done for an unplanned outage except the list, though. Rick _____
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Wednesday, April 18, 2007 12:17 PM To: [email protected] Subject: Re: New Support Policy? ** I was told by an anonymous bmc representative (how do the news sources always state that) because I doubt they would like to be named publicly to go to a partner for support, they probably could do a better job. I had a production server down on the weekend and could get NO help from bmc support even though I offered to pay extra. True I only have Fastrack that doesn't include weekends, but really ... there is a limit. One weekend call in five years and they could not even call back with a name to escalate my request to or take my credit card number! You know what they say ... bad service to a customer means ... how many people know about it .... ! I have a reliable tip from another anonymous source that Turing actually does a good job. I guess soon instead of partners paying bmc to have the right to be a partner, maybe bmc will have to pay them to want to be associated with them! ummmm ... still bitter grapes on Wednesday! Susan On 4/18/07, Roger Justice <[EMAIL PROTECTED]> wrote: ** One way BMC promotes is for customers to work with BMC partners that have a certified support group I know that EMS and Column have this capability. The Partner is to work level 1 issues and use their knowledge and the Knowledge Base to close the issue. If it needs to go to level 2 they then submit a ticket to BMC Support. -----Original Message----- From: [EMAIL PROTECTED] To: [email protected] Sent: Wed, 18 Apr 2007 2:10 PM 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___ _____ AOL now offers free email to everyone. Find out more about what's free from AOL at <http://www.aol.com/?ncid=AOLAOF00020000000437> AOL.com . __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
