J.T., if you haven't already, I would contact both your sales rep. and the Director of BMC Support, Jay Shankar (jay_shankarATbmcDOTcom<[EMAIL PROTECTED]>), with your questions and issues. I agree that the BMC SLA needs to mean something more than it does now, but that's a process that will have to be discussed at an individual customer level. That's as it should be, to an extent - that's what the concept of an SL Agreement is - a mutually agreed upon set of goals, deliverables, and actions.
Jay said that they were trying to improve things - let's see what she has to say about your situation. I wish you well. Rick On 11/20/07, Davies, J.T. <[EMAIL PROTECTED]> wrote: > > ** Don't mind me...I'm just standing in the corner blowing off steam... > > I guess BMC's initial response SLA (which is published on their website > (1)) doesn't mean the bits and bytes they're coded with anymore... I put in > an issue on 11/15 (as severity 4-Low)...and have yet to receive confirmation > - 5 calendar days and counting...30 business hours and counting... I think > I get better response from a mushroom. > > With the amount that we all pay for direct support...and the disregard for > the advertised benefits in return for the paid maintenance fees...has > anyone investigated about possible legal remedies/actions? Had I not known > what's going on with support (by merely monitoring this list), I'd suspect > there are some activities in fraud happening: Charge customer for a promised > benefit/delivery...but fall way short of that benefit (if delivering at > all.) Stepping back, doesn't it sound like something unintentionally fishy? > > I read (occasionally) that BMC is aware of the problem...but my huge > question is: What's being done about it and when will it be implemented? > I'm tired of waiting. My problems aren't getting solved (let alone > responded to)...and the responses are mostly "Try this new patch that will > be out next week. That might fix the issue." > > If anyone asked me about Remedy, I used to confidently say it's a > phenomenal product and would recommend it highly. These days, the product > is good, but with the current state of the support structure, I wouldn't > give my recommendation anymore. It's abysmal. > > I work at a company that out-sourced first-line support (like many > companies.) Our support numbers went into the tank (like most companies.) > It got to the point where our customers were leaving faster than we were > bringing in new. Management immediately reversed course and now we're back > to an ideal situation. It seems to me the same needs to happen here. > Unfortunately, there aren't a lot of equally identical and powerful products > like Remedy out on the market...and the cost to switch would be nearly > prohibitive. > > My question is: How can we - as unhappy customers - initiate (or > continue) the change? If we - as customers - continue to pay the yearly > maintenance fees and continue to purchase the additional licensing to > support growth of our applications, what benefit does BMC have to change the > status quo of support? I can't see any...they'll continue to deal with the > "squeaky wheels" and appease them -- all the while earning positive returns > for the shareholders. (And who can blame them? As an investor [not of BMC, > but generically], I don't care how a company is run...all I want to see is a > dividend and a rising stock price.) > > > On a side note: The company (and parent company) made a decision to use > BMC support directly, moving away from a partner. Not my decision and I > can't change it. Thank you for the solicitations to transfer support back > to a partner, but the minds-that-be made their choices... > > I'm glad it's my Friday. > > J.T. Davies > > (1) > http://www.bmc.com/info_center_support/overview/0,,19097_4736154_39482584,00.html > __20060125_______________________This posting was submitted with HTML in > it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
