of L. J. Head
Sent: Thu 4/19/2007 4:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Support Policy?
I once worked at a site with Enterprise support and the Rep assigned to us
had 2 other clients other than us...I don't know if they changed it to a 1-1
relationship since then (It's been awhile
Lesson learned, if you are deciding to use a VAR for support, as stated
before make sure they are AST Certified and if they are one of the many
European firms be sure that they have the ability through BMC to support US
Customers. We ran into that exact issue and it took 4 to 5 months for that
I would recommend TuringSMI support at this point and time. I've been
working with them since October 2006. My first opinion of them was what
the hell did my boss get us into. I was used to the excellent support I
used to get from BMC, coupled with the fact that ITSM was (and still is)
Now that is a 'customer' endorsement. The kind that counts. Not only are
they paying, but they are using! Don't get caught up in the partner sell
jobs. This is the type of information you need to base your choices on.
Susan
On 4/19/07, Ben Cantatore [EMAIL PROTECTED] wrote:
**
I would
)Subject
[EMAIL PROTECTED] Re: New Support Policy?
ORG
Natural Foods, Inc
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joseph Kasell
Sent: Thursday, April 19, 2007 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Support Policy?
Here's another endorsement...but for ColumnIT. We
was impressed with what I saw.
Bob Halstead
Bresnan Communications
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie
Sent: Thursday, April 19, 2007 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Support Policy?
I
One way BMC promotes is for customers to work with BMC partners that have a
certified support group I know that EMS and Column have this capability. The
Partner is to work level 1 issues and use their knowledge and the Knowledge
Base to close the issue. If it needs to go to level 2 they then
I was told by an anonymous bmc representative (how do the news
sources always state that) because I doubt they would like to be named
publicly to go to a partner for support, they probably could do a better
job. I had a production server down on the weekend and could get NO
help from bmc support
arslist Digest - 17 Apr 2007 to 18 Apr 2007 - Special issue (#2007-161)If
you do want to go that route, make sure that the support center you are
going to turn to, not just has the necessary certifications, but that your
support with BMC would remain valid too for reasons of upgrades, etc..
There
(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Wednesday, April 18, 2007 12:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Support Policy?
**
I was told by an anonymous bmc representative (how do the news sources
always state that) because I doubt they would like to be named
Bruce,
Regarding the on-line Remedy knowledge base is incredibly slow to
search and retrieve have you considered writing something that
downloads all KBs into a Remedy form? Then you can search any way you
want and it will always be fast. That's what I do.
Stephen
My place of employment switched from BMC to TuringSMI last September.
I've been pleased with the support I receive. Turing has a talented
pool of people in the States and I have their numbers. That's a good
thing. No more playing phone tag with people I don't know.
The people that work at
: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, April 18, 2007 3:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Support Policy?
**
If you do want to go that route, make sure that the support center you
are going to turn to, not just
Palmer
*Sent:* Wednesday, April 18, 2007 12:17 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: New Support Policy?
** I was told by an anonymous bmc representative (how do the news
sources always state that) because I doubt they would like to be named
publicly to go to a partner for support
AIM IM
RogerNall Yahoo IM
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, April 18, 2007 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Support Policy?
My place of employment switched from BMC
other VAR in
field today.
thanks,
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Axton
Sent: Wednesday, April 18, 2007 3:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Support Policy?
My place of employment switched from BMC
*To:* arslist@ARSLIST.ORG
*Subject:* Re: New Support Policy?
** If you do want to go that route, make sure that the support center you
are going to turn to, not just has the necessary certifications, but that
your support with BMC would remain valid too for reasons of upgrades, etc..
There are companies
: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kulkarni, Gururaj
Sent: Wednesday, April 18, 2007 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Support Policy?
I just want to add that currently Column Technologies has largest team of
ATS certified people in US
--
[EMAIL PROTECTED] (Wireless)
- Original Message -
From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Sent: Wed Apr 18 16:37:21 2007
Subject: Re: New Support Policy?
**
Dave ... come on now
PROTECTED] Behalf Of Axton
Sent: Wednesday, April 18, 2007 3:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Support Policy?
My place of employment switched from BMC to TuringSMI last September.
I've been pleased with the support I receive. Turing has a talented
pool of people in the States and I have
@ARSLIST.ORG
Subject: Re: New Support Policy?
My place of employment switched from BMC to TuringSMI last September.
I've been pleased with the support I receive. Turing has a talented
pool of people in the States and I have their numbers. That's a good
thing. No more playing phone tag with people I don't
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