Hi Listers, I'd be interested to hear of others experiences with the different VARs related to support. TCS (Tata Consulting) gets a lot of mention here due to cost. Anyone had experience with them? Feel free to email me off list if you like.
Thanks Christopher Cook Thrivent Financial Gatewood Kelly <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 04/19/2007 04:07 PM Please respond to [email protected] To [email protected] cc Subject Re: New Support Policy? Listers, I have never worked with a Tier 1 support partner as described below, but have been overwhelmingly pleased with BMC's Enterprise support program. We pay a standard uplift for Enterprise Support and get a 24x7 named BMC support representative to assist us whenever we need him. He is dedicated solely to our account. We have his cell # and home # and use them frequently. We have easy access to the resolution and engineering teams and get our found bugs resolved fairly quickly. Also, they get a set amount every year to create a "mock" environment which greatly helps in our troubleshooting process. We even get 7 on site visits a year. Before we had Enterprise support, we felt the pain that you guys are describing. After purchasing Enterprise, I cannot be anymore please with our support experience. I have to save that we now have the premier support relationship throughout our company. If anyone has any questions, please let me know with my individual account. Thanks Kelly Gatewood -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Halstead, Robert Sent: Thursday, April 19, 2007 15:36 To: [email protected] Subject: Re: New Support Policy? I've been following this topic for some time now, as we are looking on switching our support from BMC. We have been using BMC as our main support for just under a year now. We are getting tired of not having a 24/7 support line and when calling in, getting a person we have a hard time trying to understand. We also have to schedule our own maintenance around BMC's support hours when we apply patches to Remedy for the "just incase" scenario. In BMC's defense, the "only" time we really had excellent support was when we had a server down. We talked with a team lead personnel, who was from America, and seemed to be one of the engineers. She loaded up a webex session with us and walked us through the whole situation we were having. She walked us through on what we needed to show her, as I was the one she was talking with, I didn't know very much about the in's and out's of Remedy at the time. She had us on speaker-phone with her team, and I must say, it was like having her here at our facility right next to me helping us solve the problem. I was very impressed. In fact, I wish I got her for all of our problems. We are considering on switching to Column Technologies for our support. We're looking at getting a 24/7 support solution as most things don't happen during the day. I've took my Remedy training through Column Technologies with Dan Garrish and I've also visited their NOC headquarters in Downer's Grove, IL and their corporate office in New York City. Overall, I was impressed with what I saw. Bob Halstead Bresnan Communications -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: Thursday, April 19, 2007 2:04 PM To: [email protected] Subject: Re: New Support Policy? I would have to second this endorsement! We have used ColumnIT for support for just under 3 years now. I even was at there support center in a training class when we had a bit problem and they worked on it for most of the day with my backup until we got the problem solved. Dan Caissie United Natural Foods, Inc -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joseph Kasell Sent: Thursday, April 19, 2007 3:45 PM To: [email protected] Subject: Re: New Support Policy? Here's another endorsement...but for ColumnIT. We switched to them late last year and I have to say that the change has been noticeable from our end. In the last year we had support from BMC, the quality of assistance had been uneven at best: sometimes getting support staff who was pretty knowledgeable, and other times getting support staff who seemed to have been a recent "grad" of the Admin class that would provide what appeared to be canned responses to questions (in one case the response did not directly answer the question posed...after repeated attempts for a response on point I had to go to management to get the information I was seeking). Naturally, I had no idea what we were getting into by engaging Column. I have to say I've been pretty pleased. They have been responsive; they don't rely on the crutch of "send us your log files"; they call back; if need be they will set up a WebEx session and walk through various steps to troubleshoot a problem (I had them on for an hour and a half in one instance...they were very patient in their approach). Overall, we've been happy. Joseph Kasell Network Management Integrator Telecommunications Division Navy Federal Credit Union Vienna, Virginia > > Bruce Wilson > C&S _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
