I think the reason that BMC had to agree to a change of support provider/VAR was originally to stop VARs poaching each others customers. Why this should also be required when you change from direct support to VAR first line I can't understand.
David Sanders Remedy Solution Architect Enterprise Service Suite @ Work ========================== ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Will Du Chene Sent: Thursday, June 21, 2007 12:00 AM To: [email protected] Subject: Re: OT: Did you know you need bmc permission to switch support providers? -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 That's a very good question. I wonder if someone from the BMC camp would care to expound on that one a bit? I'd like to see some clarity added, because I can guarantee that - if this is for real - I am going to keep it in mind, and make my management, and the people that I would recommend this application to aware of it. Bob Rowe wrote: > 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 >> >> __20060125_______________________This posting was submitted with HTML in >> it___ > > > > -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGebFjU5LpycrTusgRAnNCAJ9E0DLwuAObMjbncJDTwbAFF1jFTgCfWad2 r+P/R/KkrigSpXrAHzE3+Mg= =vZ9Y -----END PGP SIGNATURE----- ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
