This is good to hear! We are working on holding the carrot over their heads to help push things along. It's a good idea to ask why we were being charged maintenance on a product, part of which goes to R and D for upgraded releases, if we weren't going to get an upgrade. We should have gotten a discount on the maintenance we were paying for the last release if there wasn't going to be a future release.
I'm really trying to avoid having to go through legal on this. Jack Corporate IT Enterprise Systems Management Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Emad Zaky Sent: Thursday, November 01, 2007 8:20 AM To: [email protected] Subject: Re: SLM - Pay to upgrade from SLA - Anybody fight this and win? ------=_Part_14750_6546651.1193930424250 Content-Type: text/plain; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit Content-Disposition: inline I won the battle twice.... I think your argument should focus on "why should we pay if the product is discontinued?". More features doesn't account for a purchase (look at the features from ITSM 6 to 7)... It would be helpful to throw in a little incentive, like a promise of future Remedy expansion, licenses etc.... If worse comes to worse, you may need to review all the license agreements and similar cases in other BMC products.... My personal opinion is that this is unfair... Regards, Emad On 10/31/07, Covert, Jack <[EMAIL PROTECTED]> wrote: > > Thanks Don, good info... > > Jack > > Corporate IT > Enterprise Systems Management > Remedy Support Team > > > Remedy Support Team Home Page > http://collaborate.mckesson.com/sites/esm/remedy > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Savant, [EMAIL PROTECTED] > Sent: Wednesday, October 31, 2007 3:03 PM > To: [email protected] > Subject: Re: SLM - Pay to upgrade from SLA - Anybody fight this and win? > > Jack: > > We were in the same position earlier this year but lost the battle. As > our sales rep explained it, they discontinued the older product (SLA > 6.0) and were no longer going to upgrade or support it. To appease our > complaining, they offered us the new product (SLM 7.0) at zero cost - we > just had to pay the difference in maintenance for the balance of our > annual contract (i.e. the difference between the unused portion of SLA > maintenance and the pro-rated expense for the new product). It's my > understanding that this was a "one-time" offer that had to be processed > by June 30, 2007. > > Note that none of the above mentions functionality or features, it was > simply a product direction decision. If I were you, I would question my > sales rep as to why they didn't work with you to take advantage of the > "one-time" offer. Even though you weren't ready to move to 7.x at that > time, it obviously would have to been to your advantage to process the > SLA to SLM migration before June '07. > > - Don > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack > Sent: Wednesday, October 31, 2007 11:56 AM > To: [email protected] > Subject: SLM - Pay to upgrade from SLA - Anybody fight this and win? > > This is a multi-part message in MIME format. > > ------_=3D_NextPart_001_01C81BEF.A27C8418 > Content-Type: text/plain; > charset=3Dus-ascii > Content-Transfer-Encoding: quoted-printable > > Okay, so here's the deal. We've owned SLA for many years and always > paid maintenance. All we really needed was a simple escalation tool. > Now we're upgrading to 7 and they're saying we have to pay another $30k > plus maintenance (80% discount I guess) to upgrade to 7 because it has > extra features. > > =3D20 > > We've been paying for maintenance, which entitles us to an upgrade. If > they want to throw in a bunch of bells and whistles (none of which we > need), they should either have an SLM light that we can upgrade to for > free or a free upgrade to the full blown SLM. > > =3D20 > > Am I crazy here or ? Anybody else have this problem? Anybody else go > to the mattresses w/ BMC? How'd it turn out? > > =3D20 > > Jack Covert > > =3D20 > > Corporate IT > > Enterprise Systems Management > > Remedy Support Team > > =3D20 > > =3D20 > > Remedy Support Team Home Page > > <http://collaborate.mckesson.com/sites/esm/remedy> > http://collaborate.mckesson.com/sites/esm/remedy > > =3D20 > > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > > ------_=3D_NextPart_001_01C81BEF.A27C8418 > Content-Type: text/html; > charset=3Dus-ascii > Content-Transfer-Encoding: quoted-printable > > ** > <html xmlns:o=3D3D"urn:schemas-microsoft-com:office:office" =3D > xmlns:w=3D3D"urn:schemas-microsoft-com:office:word" =3D > xmlns:st1=3D3D"urn:schemas-microsoft-com:office:smarttags" =3D > xmlns=3D3D"http://www.w3.org/TR/REC-html40";> > > <head> > > <meta name=3D3DGenerator content=3D3D"Microsoft Word 11 (filtered = > medium)"> > <o:SmartTagType =3D > namespaceuri=3D3D"urn:schemas-microsoft-com:office:smarttags" > name=3D3D"City"/> > <o:SmartTagType =3D > namespaceuri=3D3D"urn:schemas-microsoft-com:office:smarttags" > name=3D3D"place"/> > <!--[if !mso]> > <style> > st1\:*{behavior:url(#default#ieooui) } > </style> > <![endif]--> > <style> > <!-- > /* Style Definitions */ > p.MsoNormal, li.MsoNormal, div.MsoNormal > {margin:0in; > margin-bottom:.0001pt; > font-size:12.0pt; > font-family:"Times New Roman";} > a:link, span.MsoHyperlink > {color:blue; > text-decoration:underline;} > a:visited, span.MsoHyperlinkFollowed > {color:purple; > text-decoration:underline;} > span.EmailStyle17 > {mso-style-type:personal-compose; > font-family:Arial; > color:windowtext;} > @page Section1 > {size:8.5in 11.0in; > margin:1.0in 1.25in 1.0in 1.25in;} > div.Section1 > {page:Section1;} > --> > </style> > > </head> > > <body lang=3D3DEN-US link=3D3Dblue vlink=3D3Dpurple> > > <div class=3D3DSection1> > > <p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt; > font-family:Arial'>Okay, so here’s the deal. We’ve =3D > owned <st1:place > w:st=3D3D"on">SLA</st1:place> for many years and always paid =3D > maintenance. All we > really needed was a simple escalation tool. Now we’re =3D > upgrading to 7 and > they’re saying we have to pay another $30k plus maintenance (80% = > =3D > discount > I guess) to upgrade to 7 because it has extra =3D > features.<o:p></o:p></span></font></p> > > <p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt; > font-family:Arial'><o:p> </o:p></span></font></p> > > <p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt; > font-family:Arial'>We’ve been paying for maintenance, which =3D > entitles us > to an upgrade. If they want to throw in a bunch of bells and =3D > whistles (none of > which we need), they should either have an SLM light that we can =3D > upgrade to for > free or a free upgrade to the full blown =3D > SLM.<o:p></o:p></span></font></p> > > <p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt; > font-family:Arial'><o:p> </o:p></span></font></p> > > <p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt; > font-family:Arial'>Am I crazy here or ? Anybody else have this =3D > problem? > Anybody else go to the mattresses w/ BMC? How’d it turn =3D > out?<o:p></o:p></span></font></p> > > <p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt; > font-family:Arial'><o:p> </o:p></span></font></p> > > <p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt; > font-family:Arial'>Jack Covert<o:p></o:p></span></font></p> > > <p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt; > font-family:Arial'><o:p> </o:p></span></font></p> > > <p class=3D3DMsoNormal><b><i><font size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt; > font-family:Arial;font-weight:bold;font-style:italic'>Corporate =3D > IT</span></font><o:p></o:p></i></b></p> > > <p class=3D3DMsoNormal><st1:City w:st=3D3D"on"><st1:place =3D > w:st=3D3D"on"><b><i><font size=3D3D2 > face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt;font-family:Arial;font-weight:bold; > =3D > font-style:italic'>Enterprise</span></font></i></b></st1:place></st1:Cit > =3D > y><b><i><font > size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt;font-family:Arial;font-weight: > bold;font-style:italic'> Systems =3D > Management</span></font><o:p></o:p></i></b></p> > > <p class=3D3DMsoNormal><b><i><font size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt; > font-family:Arial;font-weight:bold;font-style:italic'>Remedy Support =3D > Team</span></font></i></b><o:p></o:p></p> > > <p class=3D3DMsoNormal><font size=3D3D3 face=3D3D"Times New Roman"><span > = > =3D > style=3D3D'font-size: > 12.0pt'> <o:p></o:p></span></font></p> > > <p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt; > font-family:Arial'> <o:p></o:p></span></font></p> > > <p class=3D3DMsoNormal><em><b><i><font size=3D3D2 face=3D3DArial><span = > =3D > style=3D3D'font-size: > 10.0pt;font-family:Arial;font-weight:bold'>Remedy Support Team Home =3D > Page</span></font></i></b></em><o:p></o:p></p> > > <p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D > style=3D3D'font-size:10.0pt; > font-family:Arial'><a =3D > href=3D3D"http://collaborate.mckesson.com/sites/esm/remedy";><em><b><i><f > o= > n > =3D > t > face=3D3DArial><span =3D > style=3D3D'font-family:Arial;font-weight:bold'>http://collaborate.mckess > o= > n > =3D > .com/sites/esm/remedy</span></font></i></b></em></a></span></font><o:p>= > 3D= > > </o:p></p> > > <p class=3D3DMsoNormal><font size=3D3D3 face=3D3D"Times New Roman"><span > = > =3D > style=3D3D'font-size: > 12.0pt'><o:p> </o:p></span></font></p> > > </div> > > </body> > > </html> > __20060125_______________________This posting was submitted with HTML in > it___ > > ------_=3D_NextPart_001_01C81BEF.A27C8418-- > > ________________________________________________________________________ > _______ > 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" > ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ------=_Part_14750_6546651.1193930424250 Content-Type: text/html; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit Content-Disposition: inline ** <div>I won the battle twice....</div> <div>I think your argument should focus on "why should we pay if the product is discontinued?". More features doesn't account for a purchase (look at the features from ITSM 6 to 7)...</div> <div> </div> <div>It would be helpful to throw in a little incentive, like a promise of future Remedy expansion, licenses etc....</div> <div> </div> <div>If worse comes to worse, you may need to review all the license agreements and similar cases in other BMC products....</div> <div>My personal opinion is that this is unfair...</div> <div> </div> <div>Regards,</div> <div>Emad</div> <div><br><br> </div> <div><span class="gmail_quote">On 10/31/07, <b class="gmail_sendername">Covert, Jack</b> <<a href="mailto:[EMAIL PROTECTED]">[EMAIL PROTECTED]</a>> wrote:</span> <blockquote class="gmail_quote" style="PADDING-LEFT: 1ex; MARGIN: 0px 0px 0px 0.8ex; BORDER-LEFT: #ccc 1px solid">Thanks Don, good info...<br><br>Jack<br><br>Corporate IT<br>Enterprise Systems Management<br>Remedy Support Team <br><br><br>Remedy Support Team Home Page<br><a href="http://collaborate.mckesson.com/sites/esm/remedy";>http://collabora te.mckesson.com/sites/esm/remedy</a><br>-----Original Message-----<br>From: Action Request System discussion list(ARSList) <br>[mailto:<a href="mailto:[email protected]";>[email protected]</a>] On Behalf Of Savant, [EMAIL PROTECTED]<br>Sent: Wednesday, October 31, 2007 3:03 PM<br>To: <a href="mailto:[email protected]";>[email protected]</a><br> Subject: Re: SLM - Pay to upgrade from SLA - Anybody fight this and win?<br><br>Jack:<br><br>We were in the same position earlier this year but lost the battle. As<br>our sales rep explained it, they discontinued the older product (SLA <br>6.0) and were no longer going to upgrade or support it. To appease our<br>complaining, they offered us the new product (SLM 7.0) at zero cost - we<br>just had to pay the difference in maintenance for the balance of our <br>annual contract (i.e. the difference between the unused portion of SLA<br>maintenance and the pro-rated expense for the new product). It's my<br>understanding that this was a "one-time" offer that had to be processed <br>by June 30, 2007.<br><br>Note that none of the above mentions functionality or features, it was<br>simply a product direction decision. If I were you, I would question my<br>sales rep as to why they didn't work with you to take advantage of the <br>"one-time" offer. Even though you weren't ready to move to 7.x at that<br>time, it obviously would have to been to your advantage to process the<br>SLA to SLM migration before June '07.<br><br>- Don <br><br>-----Original Message-----<br>From: Action Request System discussion list(ARSList)<br>[mailto:<a href="mailto:[email protected]";>[email protected]</a>] On Behalf Of Covert, Jack<br>Sent: Wednesday, October 31, 2007 11:56 AM <br>To: <a href="mailto:[email protected]";>[email protected]</a><br>Subject: SLM - Pay to upgrade from SLA - Anybody fight this and win?<br><br>This is a multi-part message in MIME format.<br><br>------_=3D_NextPart_001_01C81BEF.A27C8418 <br>Content-Type: text/plain;<br>charset=3Dus-ascii<br>Content-Transfer-Encoding: quoted-printable<br><br>Okay, so here's the deal. We've owned SLA for many years and always<br>paid maintenance. All we really needed was a simple escalation tool. <br>Now we're upgrading to 7 and they're saying we have to pay another $30k<br>plus maintenance (80% discount I guess) to upgrade to 7 because it has<br>extra features.<br><br>=3D20<br><br>We've been paying for maintenance, which entitles us to an upgrade. If <br>they want to throw in a bunch of bells and whistles (none of which we<br>need), they should either have an SLM light that we can upgrade to for<br>free or a free upgrade to the full blown SLM.<br><br>=3D20<br><br>Am I crazy here or ? Anybody else have this problem? Anybody else go <br>to the mattresses w/ BMC? How'd it turn out?<br><br>=3D20<br><br>Jack Covert<br><br>=3D20<br><br>Corporate IT<br><br>Enterprise Systems Management<br><br>Remedy Support Team<br><br>=3D20<br><br>=3D20<br><br>Remedy Support Team Home Page <br><br><<a href="http://collaborate.mckesson.com/sites/esm/remedy";>http://collabora te.mckesson.com/sites/esm/remedy</a>><br><a href="http://collaborate.mckesson.com/sites/esm/remedy";>http://collabora te.mckesson.com/sites/esm/remedy </a><br><br>=3D20<br><br><br>___________________________________________ _____________________________<br>_______<br>UNSUBSCRIBE or access ARSlist Archives at <a href="http://www.arslist.org";>www.arslist.org</a> ARSlist:"Where <br>the Answers Are"<br><br>------_=3D_NextPart_001_01C81BEF.A27C8418<br>Content-Ty pe: text/html;<br>charset=3Dus-ascii<br>Content-Transfer-Encoding: quoted-printable<br><br>**<br><html xmlns:o=3D3D"urn:schemas-microsoft-com:office:office" =3D <br>xmlns:w=3D3D"urn:schemas-microsoft-com:office:word" =3D<br>xmlns:st1=3D3D"urn:schemas-microsoft-com:office:smarttags&qu ot; =3D<br>xmlns=3D3D"<a href="http://www.w3.org/TR/REC-html40";>http://www.w3.org/TR/REC-html40 </a>"><br><br><head><br><br><meta name=3D3DGenerator content=3D3D"Microsoft Word 11 (filtered =<br>medium)"><br><o:SmartTagType =3D<br>namespaceuri=3D3D"urn:schemas-microsoft-com:office:smarttags " <br>name=3D3D"City"/><br><o:SmartTagType =3D<br>namespaceuri=3D3D"urn:schemas-microsoft-com:office:smarttags "<br>name=3D3D"place"/><br><!--[if !mso]><br><style><br>st1\:*{behavior:url(#default#ieooui) } <br></style><br><![endif]--><br><style><br><!--<br> /* Style Definitions */<br>p.MsoNormal, li.MsoNormal, div.MsoNormal<br> {margin:0in;<br> margin-bottom:.0001pt;<br> font-size:12.0pt ;<br> font-family:"Times New Roman";}<br>a:link, span.MsoHyperlink<br> {color:blue;<br> text-decoration:underline;}<br>a:visited, span.MsoHyperlinkFollowed<br> {color:purple;<br> text-decoration:underline;} <br>span.EmailStyle17<br> {mso-style-type:personal-compose;<br>   ; font-family:Arial;<br> color:windowtext;}<br>@page Section1<br> {size:8.5in 11.0in;<br> margin:1.0in 1.25in 1.0in 1.25in;}<br>div.Section1 <br> {page:Section1;}<br>--><br></style><br><br></head><br><br ><body lang=3D3DEN-US link=3D3Dblue vlink=3D3Dpurple><br><br><div class=3D3DSection1><br><br><p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D <br>style=3D3D'font-size:10.0pt;<br>font-family:Arial'>Okay, so here&#8217;s the deal.&nbsp; We&#8217;ve =3D<br>owned <st1:place<br>w:st=3D3D"on">SLA</st1:place> for many years and always paid =3D <br>maintenance.&nbsp; All we<br>really needed was a simple escalation tool.&nbsp; Now we&#8217;re =3D<br>upgrading to 7 and<br>they&#8217;re saying we have to pay another $30k plus maintenance (80% =<br>=3D <br>discount<br>I guess) to upgrade to 7 because it has extra =3D<br>features.<o:p></o:p></span></font></p& gt;<br><br><p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D <br>style=3D3D'font-size:10.0pt;<br>font-family:Arial'><o: p>&nbsp;</o:p></span></font></p><br><br>& lt;p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D <br>style=3D3D'font-size:10.0pt;<br>font-family:Arial'>We& ;#8217;ve been paying for maintenance, which =3D<br>entitles us<br>to an upgrade.&nbsp; If they want to throw in a bunch of bells and =3D<br>whistles (none of <br>which we need), they should either have an SLM light that we can =3D<br>upgrade to for<br>free or a free upgrade to the full blown =3D<br>SLM.<o:p></o:p></span></font></p><b r><br><p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D <br>style=3D3D'font-size:10.0pt;<br>font-family:Arial'><o: p>&nbsp;</o:p></span></font></p><br><br>& lt;p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D <br>style=3D3D'font-size:10.0pt;<br>font-family:Arial'>Am I crazy here or ?&nbsp; Anybody else have this =3D<br>problem?&nbsp;<br>Anybody else go to the mattresses w/ BMC?&nbsp; How&#8217;d it turn =3D <br>out?<o:p></o:p></span></font></p><br>< br><p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D<br>style=3D3D'font-size:10.0pt;<br>font-family:Arial'>< ;o:p>&nbsp;</o:p></span></font></p> <br><br><p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D<br>style=3D3D'font-size:10.0pt;<br>font-family:Arial'>Jac k Covert<o:p></o:p></span></font></p> <br><br><p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D<br>style=3D3D'font-size:10.0pt;<br>font-family:Arial'>< ;o:p>&nbsp;</o:p></span></font></p> <br><br><p class=3D3DMsoNormal><b><i><font size=3D3D2 face=3D3DArial><span =3D<br>style=3D3D'font-size:10.0pt;<br>font-family:Arial;font-weight :bold;font-style:italic'>Corporate =3D<br> IT</span></font><o:p></o:p></i></b>& lt;/p><br><br><p class=3D3DMsoNormal><st1:City w:st=3D3D"on"><st1:place =3D<br>w:st=3D3D"on"><b><i><font size=3D3D2 <br>face=3D3DArial><span =3D<br>style=3D3D'font-size:10.0pt;font-family:Arial;font-weight:bol d;<br>=3D<br>font-style:italic'>Enterprise</span></font& gt;</i></b></st1:place></st1:Cit <br>=3D<br>y><b><i><font<br>size=3D3D2 face=3D3DArial><span =3D<br>style=3D3D'font-size:10.0pt;font-family:Arial;font-weight:<br >bold;font-style:italic'> Systems =3D<br>Management</span></font><o:p></o:p></i ></b></p> <br><br><p class=3D3DMsoNormal><b><i><font size=3D3D2 face=3D3DArial><span =3D<br>style=3D3D'font-size:10.0pt;<br>font-family:Arial;font-weight :bold;font-style:italic'>Remedy Support =3D <br>Team</span></font></i></b><o:p></o: p></p><br><br><p class=3D3DMsoNormal><font size=3D3D3 face=3D3D"Times New Roman"><span<br>=<br>=3D<br>style=3D3D'font-size: <br>12.0pt'>&nbsp;<o:p></o:p></span></fo nt></p><br><br><p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D<br>style=3D3D'font-size:10.0pt;<br>font-family:Arial'>&am p;nbsp;<o:p></o:p></span></font></p> <br><br><p class=3D3DMsoNormal><em><b><i><font size=3D3D2 face=3D3DArial><span =<br>=3D<br>style=3D3D'font-size:<br>10.0pt;font-family:Arial;font-w eight:bold'>Remedy Support Team Home =3D <br>Page</span></font></i></b></em><o:p ></o:p></p><br><br><p class=3D3DMsoNormal><font size=3D3D2 face=3D3DArial><span =3D<br>style=3D3D'font-size:10.0pt; 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