Thanks for the responses everyone, that helps.
Thad Esser
Remedy Developer
"Did you ever wonder why we had to run for shelter when the promise of a
brave new world unfurled beneath a clear blue sky?" - Pink Floyd
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|07/14/2009 09:27 AM
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|Re: Remedy Technical Support Options. Any opinions?
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Also note that Column's L1 support is in Chicago and they have two 24x7 L1
Desks in addition to that...
Andrew Paolino
Account Manager
Column Technologies
Cell: 551-486-2549
Fax: 212-227-3040
Email: apaol...@columnit.com
Skype ID: apaolino
Web: http://www.columnit.com
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-----Original Message-----
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Tuesday, July 14, 2009 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Technical Support Options. Any opinions?
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:arsl...@arslist.org] On Behalf Of Rabi Tripathi
Sent: Thursday, July 09, 2009 9:22 AM
To: arslist@ARSLIST.ORG
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
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