BMC Remedy AR System Approved Technical Support Certification

BMC Customer Support has developed the BMC Remedy AR System Approved Technical Support Program (ATS) to allow our BMC Solutions partners to enhance their support and service offerings by providing frontline support for BMC solutions. To discuss participation in the ATS Program, or to determine the status of a partner you are working with, please contact one of the following:

Please email mina_palkendo@bmc.com or call +1 (571) 521-8653

If you successfully completed the course and examination for BMC Remedy AR System 6.x: Approved Technical Support Certification, you may upgrade your certification to version 7.x by successfully completing these two required courses:

• BMC Atrium CMDB 2.x: Administering - Part 1 (WBT)
• BMC Atrium CMDB 2.x: Administering - 2
• BMC Remedy IT Service Management 7.x: Installing and Configuring

Program Benefits

• Build a base of more satisfied, referable customers: we provide you with the tools you need to deliver the highest caliber Remedy-specific technical support
• Provide a value-added service for your customers that sets you apart from your competition
• Generate additional service revenue by selling BMC support contracts

Certification Requirements

• Meet business and support requirements - minimums are established for support subscription rates, renewal rates, response/resolution rates and staffing levels
• Complete specialized training - 2 engineers must complete the required training or have equivalent work experience, and complete training for the products that will be supported

Program Features

• Direct access to technical information
  Your support engineers are eligible to participate in BMC Engineering's technical web conferencing events. These technical presentations help participants to quickly learn about new product features and updates prior to General Availability. All presentations are recorded and are available for viewing via Remedy's partner website, and Remedy internal resources.
• Logo
  To represent your specialized support capabilities, we provide an Approved Technical Support logo. This image may be used on letterhead, business cards, web pages, trade show signage and other approved materials.

Application Process
The application process requires that you submit statistical data to your BMC Partner Manager, including:

• Two technical support contacts (name, phone number, e-mail address)
• One management contact in support (name, phone number, e-mail address)
• Support center configuration: number of support engineers, backline engineers, consultants
• Service level agreements with customers
• System configuration (Remedy products installed with version and patch numbers)
• Hardware platforms and version
• Customer survey results
• Escalation process within support center
• Supporting data for business and support standards