Indeed. Misclassifying issues can be the equivalent of crying wolf, and can cause support to not respond in a timely manner when you really need them to. If you must up-classify something that is more time-sensitive than critical, do so sparingly, and only when you really can justify it. Abusing the process can get all of your tickets ignored.
Rick -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, January 31, 2007 6:59 AM To: arslist@ARSLIST.ORG Subject: Re: (ISSXXXXXXXX, 3-Medium) SupID:XXXXXX (rant) Mario, Yes they should. However please use the Severity values correctly: Ref: http://www.bmc.com/info_center_support/overview/0,,19097_4736154_39703040,00 .html " Severity Level 1 = Critical Service Impact Issue critically affects the primary business service, major application, or mission critical system. Customer resources should be available and willing to work on a 24x7 basis with BMC to resolve the issue. Characteristics of a Severity 1 issue include: Business service is not operational Production system crashes Data integrity at risk Production backup and recovery operations fail. " Also please note that your BMC support contracts only really buy you defined "Initial Response Goals" based on . ( Which simply is not "resolution time".) Yes they do all they can to get you to resolution, but... there are limits to the amount of effort they will devote to your issue if you are not paying for the highest levels of support. (And the sky is almost the limit to the "highest levels of support". They do, last time I really looked, offer "custom support options" for those companies who really want to spend +22% support bills per year too. Options like... they will keep physical hardware with your custom application on it, and actually support it. :) ) RE: http://www.bmc.com/info_center_support/overview/0,,19097_4736154_39482584,00 .html -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. On 1/31/07, "Mario Röhr" <[EMAIL PROTECTED]> wrote: > Hi all, > > we noticed, that BMC Support reacts on Request that are submitted with priority _Critical'. > > So you have to submit the requests with Priority:1-Critical.... > HTH ____________________________________________________________________________ ___ 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"
