I actually did get in touch with my support renewal person, and they
told me about the 2k per day deal. I wonder why they don't advertise
this support option.
Thanks for the info
Kyle
Susan Palmer wrote:
**
Kyle,
Contact your maintenance renewal person. We just had the situation of
wanting to upgrade support during a server upgrade because it was
likely we would break something during the night. We have express but
that is only 5x12 so nights and weekends are not covered. And I can
tell you a story about.
We were told a 24 hr period of time is $2000. Seemed a bit pricing
and as it turned out we were better off putting that 2k towards
upgrading to continuous support with 7x24 coverage which were
processing the PO for right now.
Going to v7 ARS has been a trial, and I'm not even talking about the
application portion. In the past it never mattered not to have 7x24
coverage but I can see going forward it will be a requirement !
hth,
Susan
On 6/6/07, *Kyle Whitley* <[EMAIL PROTECTED]
<mailto:[EMAIL PROTECTED]>> wrote:
Joanne,
How was this arranged and was this prior to the BMC?
Thanks
Kyle
Joanne Mansur wrote:
> **
> Back before we switched from basic plus to 24x7 support, we would
> often pay for the extra service for a weekend of
> full support during upgrades. It was very helpful, and easy to
> justify, since the coverage helped
> to realize the upgrade during off hours, which kept my users
happier.
>
> HTH
>
> Joanne Mansur
> Client Systems Analyst
> Northeastern University
> Phone\617.373.3295
> Fax\617.373.5985
> [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>
>
>
> *Kyle Whitley <[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>>*
> Sent by: "Action Request System discussion list(ARSList)"
> <[email protected] <mailto:[email protected]>>
>
> 06/06/2007 11:15 AM
> Please respond to
> [email protected] <mailto:[email protected]>
>
>
>
> To
> [email protected] <mailto:[email protected]>
> cc
>
> Subject
> [ARSLIST] Support Contracts and Escalations and Case
Creations A la
> carte
>
>
>
>
>
>
>
>
>
> Just wondering if anyone has be given any a la carte support options
> from BMC (not any authorized partners). Specifically during
upgrade
> periods and production cut overs.
>
> Is there a per incident fee for issues that need to be escalated or
> created beyond the standard response times listed for agreed upon
> support level. If I needed to escalate a case and I was on the
basic
> support plan, could I escalate an urgent case based upon some per
> incident fee? If so what are the prices for doing such an
escalation or
> creation of cases?
>
> Thanks
>
> --
> Kyle Whitley
> IT System Support Professional
> Office of Information and Instructional Technology (OIIT)
> Board of Regents of the University System of Georgia
>
>
_______________________________________________________________________________
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
<http://www.arslist.org>
> ARSlist:"Where the Answers Are"
>
> __20060125_______________________This posting was submitted with
HTML
> in it___
--
Kyle Whitley
IT System Support Professional
Office of Information and Instructional Technology (OIIT)
Board of Regents of the University System of Georgia
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
<http://www.arslist.org> ARSlist:"Where the Answers Are"
__20060125_______________________This posting was submitted with HTML
in it___
--
Kyle Whitley
IT System Support Professional
Office of Information and Instructional Technology (OIIT)
Board of Regents of the University System of Georgia
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers
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