That tilts just about everything to BMC's favor. Can you let the contract
lapse, then pick it up a few weeks later with a partner?
As for waiting, I've been waiting since June 18 for additional
response--after the initial "we're looking into it"--to an issue with
workflow (manually relating one asset to another). My issue is "High" also
and we're on a fast turnaround sort of contract as well.
On 6/20/07, Susan Palmer <[EMAIL PROTECTED]> wrote:
** 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
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it___
--
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi
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