I agree with Warren that SLA pinging is the rule rather than the exception, at least on initial responses. My experience is that the process you want cannot differ greatly from the process by which you compensate people, or you force them to choose between doing the best thing for the customers or for themselves. And it is hard to blame someone not making a lot of money for trying to legally maximize what little they can earn.
But since I am completely unaware of any contractual penalties for BMC's SLA violations (without which, aren't they pretty much just guidelines, like The Pirate Code?), it is pretty much a moot point, isn't it? Rick On Jun 6, 2012 1:44 AM, "Jay Shankar" <jay_shan...@bmc.com> wrote: > We understand your frustration and apologize for the poor customer > experience regarding this issue. Our process is to validate with you the > information in your customer profile and we did not do that in this case. > We are working with our team to better utilize the information provided and > ask only the necessary information to troubleshoot issues. We always want > to hear how we can improve our support services, so please continue to fill > out the surveys and provide feedback directly. > > Jay Shankar > Vice President > Customer Support - Americas > BMC Software > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
