After several incidents with Support in the last few months I thought I should investigate other venues that provide services. Our contract is up the end of September so I thought I had plenty of time. I was just informed by a partner the following:
"Should you be interested in migrating support to a partner, any partner, there is a BMC policy that you need to be aware of that not many are: BMC must provide the customer and the partner approval for this migration in advance of 90 days of the renewal date. Further, the request to migrate must be initiated by the client with certain substance to validate/approve the request. As example, if your support contract renewal date is Sept 30 then BMC need provide approval before June 30. This is a tough policy to meet especially when it's not know. Technically this gives you but two weeks. Of course the voice of the customer is listened to when the date is passed but it's optimal to meet the date, at least with the request. " Why would bmc have to provide permission for you to utilize a 'PARTNER' ??? It's not even just letting bmc know you're considering it. It appears it has to be a settled matter. What kind of relationship does bmc have with it's Partners? What is a customer supposed to think about that relationship? I would think they would welcome less customers stressing their support system. Others may get a contact within the initial SLA. I waited near 6 hours for initial contact on a High issue yesterday (supposed to be within 4 hours). At this point this is all I can say and keep it respectible. Susan _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
