Oh Matt...... Your intentions are good, I appreciate that. Unfortunately I have watched our premier support tank this year. Cases are now taking 6 months to resolve instead of weeks. We are constantly getting the runaround. No updates take place until the morning before our conference call. They are so busy they can't concentrate on any one case from any one company. Our premier support has been taken off our cases to cover "higher" grossing customer's cases. It's an instance of being spread too thin. Folks who have been around premier support engineering (not managers, but actual engineers with lots of Remedy problems daily) for a while and have a barometer understand. BMC is growing and I understand that. It's just unfortunate the engineers have to suffer. Engineering is not sales and cannot be managed the same. Familiarity does not equal experience.
Premier support has such a large umbrella. All of us agree with that. Hiring engineers into that umbrella that do not have the proper experience and then cross training them is one thing. But turning them loose to support a customer and give troubleshooting advice for modules they are not very familiar with is really a hard thing to understand. It's almost as if they are learning as we go. I can understand this from a non-technical perspective. But we are dealing with very technical stuff here. It just seems to me and I mean this very respectfully, Premier Support is being staffed similar to a Help Desk now. The problem with this is obvious. I mean nothing bad to the engineers because they are trying and giving their best. It's just an unfortunate circumstance due to growth and unexpected demand. Which is good.......for sales. But that has to be shored up on the back-end with engineers. What you are starting to see is there just isn't that much Remedy (BMC products as a whole) engineering experience out there. You cannot manufacture that in a week or two. Especially, with the new and innovative products BMC is pioneering. ________________________________ From: Guillaume Rheault <[email protected]> To: [email protected] Sent: Thursday, October 13, 2011 8:27 AM Subject: Re: Atrium SSO and CAC Authentication Hi Matt, Are you volunteering to be our "BMC Support expediter" ? Beware of what you are getting into ;-) Guillaume ________________________________________ From: Action Request System discussion list(ARSList) [[email protected]] on behalf of Matt Laurenceau [[email protected]] Sent: Wednesday, October 12, 2011 3:32 PM To: [email protected] Subject: Re: Atrium SSO and CAC Authentication Thanks for the heads-up. What do you mean by "BMC support are quite lacking." ? (let's fix this :) Take care, Matt Laurenceau Senior Community Ambassador, BMC Communities [email protected] Follow me @Matt_L Skype: matt.laurenceau On 12 oct. 2011, at 21:00, Mike Ziniti <[email protected]> wrote: > Hi, > > Has anyone successfully implemented Atrium SSO using CAC authentication? If > so I'm looking for some help on how to correctly set it up since the > documentation and BMC support are quite lacking. > > TIA, > > Mike > > -- > View this message in context: > http://ars-action-request-system.1093659.n2.nabble.com/Atrium-SSO-and-CAC-Authentication-tp6886321p6886321.html > Sent from the ARS (Action Request System) mailing list archive at Nabble.com. > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
