Jay, First, thank you for your reply.
I'm concerned that you are focusing on this one incident. What I experienced yesterday has become indicative of support from BMC. 1st Level support is often times an exercise in futility. If you have been following this thread (as I am sure you have), then you will see that there have been many comments that reflect a general feeling of disappointment with the overall support experience. The problem is not the individual that I first dealt with. As I said, I have no doubt that he is a hardworking person. The problem is one of process. The very tool that many of the BMC applications is built around is not used in an effective manner by 1st level support. The SLA is designed with one thing in mind, speedy responses. The problem with that is they don't have to be effective responses. I personally would prefer to wait longer if I knew the first response I got back was one that indicated an understanding of my issue and environment (all information I try to supply). I do not want this to be about the tech in question. It is my belief that he did his job within the process that he and his co-workers have been following for some time. And there in lies the problem. I would like to point out on the positive side that I included his manager on my initial response and did receive a VERY quick response. He moved me on to a Senior Engineer, and I am hopeful that we will be able to resolve the issue. Again, thanks for the reply. I hope that this discussion leads to improvements within the support structure. Sincerely, -- Warren R. Baltimore II Remedy Developer 410-533-5367 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
