One thing to consider is the time zone that the people who you will need to call are in. We have had a tremendous amount of trouble with BMC support due to the time zone. Since most of their U.S. based support is in Pacific time, and they apparently start work at 9:00am, if you are in EST or CST, you only get really four hours of support every day.
Any time I have to deal with BMC Support on an important issue that can't be resolved over email, I have to stay hours and hours late at work so I can be available to talk to BMC on their schedule. There are a few people there that get in early enough, but you can't count on getting support from BMC prior to lunch. With that being said, though, I agree with those that say BMC offers the "best" support if you are experienced. Most of the calls that we make from my company are on defects in BMC products, and as friendly and responsive as some of the BMC resellers are, they aren't BMC's programmers, so they can't fix the bugs that come up. Anyway, these are my $0.02. Shawn Pierson -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Rabi Tripathi Sent: Thursday, July 09, 2009 9:22 AM To: [email protected] Subject: Remedy Technical Support Options. Any opinions? Hi all, We're looking at options for basic technical support for our Remedy platform. If you have any opinion about quality and cost of basic minimum support from vendor(s), including that from BMC, please let me know...or if your company offers support. If you think you must, feel free to write to me directly. We have ARS and HelpDesk application. Around 250 users. At this point, we have very little support need, as things are static. We may be looking at upgrade of ARS and Service Desk to 7.5 soon. There is, however, strong in house expertise with such experiences, so we will need the usual backup support only. TIA. -Rabi Tripathi _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are" Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
