On 9/13/13, Tauf Chowdhury <[email protected]> wrote: > I dunno Jesus. I'm not one to tow the BMC line but in the past 1.5 yrs, BMC > support has really come around. I can get to the support groups necessary > to resolve or troubleshoot my issue fairly quickly. >
When I started with Remedy 3 years ago, we opted for the OnDemand solution, I wasn't a party to the decision making as I was hired fairly close to rollout. It does seem a bit easier having someone manage the infrastructure, but getting customisations implemented is a tedious. Three years ago the support was unbelievably poor. I spent a number or years doing enterprise support for big companies and was horrified what passed for enterprise-level support - it was maybe on a par with free support you get with a 10 quid-a-month cell phone contract. It is a lot better now, but still often frustrating - I still have to sometimes tell them how to do things (by reading their product manuals) and ignoring my responses for weeks then constantly trying to send three emails with nothing but "any updates?" so they can meet their ticket SLA goals still happens a bit too frequently. All in all it has improved noticeably, and there are a couple of people who are downright good (that fellow called Sander for instance is very intelligent, always understands what I'm asking and has helped me consistently). And as stated, any ticket escalated to 2L takes weeks or months still. I suppose I'd be relatively satisfied with support if they actually read the emails customers send fully and carefully. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
