Good luck resolving this issue . . . several customers before you have been
unsuccessful convincing BMC Remedy to change their "all or none" annual
support policies.
Years ago you were able to drop annual support for some products (like
Flashboards), while continuing annual support for others (like AR System and
Help Desk). However, over the last few years this has become much more
difficult.
Customers say, "When we purchased product X, it came with a perpetual-use
license. Why are we now told we have to either continue paying annual
support, or we must remove (purge) it from our system? Why can't we just
keep using it, without upgrades and support?"
And your legal department will probably agree, saying something like, "BMC
Remedy products were purchased as perpetual-use licenses. As such, we (the
customer) should be able to continue using the product forever, regardless
of whether or not we pay for annual support."
BMC Remedy says, "It's difficult to separate AR System components into
independent modules, each with its own separate annual support program.
Customers should be aware of this annual support policy, and be prepared to
continue paying annual support for all BMC Remedy products in use."
Not sure a compromise is possible. But there are probably many customers
eager to hear what agreement you reach with BMC Remedy. Can you post the
resolution once you complete negotiations?
-- Bing
Bradford Bingel ("Bing")
ITM3 California
http://www.itm3.com/
[EMAIL PROTECTED] (email)
925-260-6394 (mobile)
_____
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head
Sent: Tuesday, October 02, 2007 12:23 PM
To: [email protected]
Subject: Re: BMC Maintenance
**
I believe BMC works on an 'all or nothing' concept
If you use the product, then it must be included in the list of things that
are supported.
Now...here is a question for you...do they expect you to continue paying
support for that product after they no longer support it?....or are they
willing to drop the support price off of your contract once they no longer
support the product?
_____
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian
Sent: Tuesday, October 02, 2007 1:14 PM
To: [email protected]
Subject: BMC Maintenance
**
I have a question on maintenance. We own several products one being SMS
Discovery service which is now retired by BMC. They will provide support for
the next year but will not provide any more upgrades. That being the case I
wished to exclude it from our annual maintenance agreement. I am being told
that I must fill out a purge agreement which states the following:
2. 3 CUSTOMER agrees that, once the License Purge has been completed,
CUSTOMER has no right to use the original Product on the Current System.
Now I thought when you buy a software license you own the license and can
not be forced to pay maintenance for it. BMC is saying that I must pay
maintenance for every one of their products that we have installed. This
sounds very wrong to me. I understand we are not entitled to any support but
we own the license and should be able to use the product. Right now our
support maintenance has lapsed while I try to resolve this issue.
Brian Sokol
Manager, Desktop Services
Scholastic Inc.
557 Broadway
NY, NY 10012
(212) 343-6494
<http://www.Scholastic.com> http://www.Scholastic.com
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