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Frequently Asked Questions
Why is BMC securing the documents?
BMC wants to ensure that our product documentation and the information contained in those documents are available only to our valued customers and partners. By securing these documents, it allows us to provide more strategic product information on the secure Web site and to proactively notify customers and partners about product issues and workarounds to which we wish to restrict access. This change will occur on April 21st, 2008.
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How will I be able to access the documents once they are secured?
The documentation will be available on www.bmc.com under the Support area. When you request access to a product documentation page or document – either directly (via link) or through the Support Web site – you will be prompted for a User ID and password. If you have a Support User ID, use those credentials to gain access. If you need to register for a Support User ID, please see Question 5 below.
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Will I have access to all documents as I did before?
Yes, all the documentation that was previously available to you will be available via this secure login. The only difference will be the prompt for a User ID and password.
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What if I need access to product documentation, but don’t have a Support User ID?
A valid Support User ID is necessary to access all product documentation. If you are a user of BMC products and do not have a Support User ID, you will need to register for one.
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How do I register for a Support User ID?
To get a Support User ID, you must both register on the BMC Web site and subscribe to Support:
Step 1. Go to www.bmc.com/support_home
Step 2. Click the “Register Now” link located on the left navigation bar
Step 3. Complete the required fields on the Registration form – your User ID will be your company e-mail address
Step 4. Click “Submit” – verify the data entered and click “Continue”
Step 5. Under “Additional Options”, click the link “Subscribe for BMC Customer Support” (if you subscribe for Support later, find the “Subscribe to Support” link on the left navigation bar)
Step 6. Log in using your e-mail address as the User ID and the password you just created
Step 7. On the next screen, enter your Support Contract ID and Contract Password (pin)
Step 8. Click “Submit”.
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Where can I get my Support Contract ID for Step 7 above?
Your Support Contract ID is provided on the BMC Order Detail document sent to your organization after your product order was shipped. If you cannot locate your Support Contract ID, submit a request for a Support Contract ID to Customer_Care@bmc.com using your company e-mail address. Please put the words “Support Contract ID” in the subject line. Provide your name, your company’s name, and any pertinent information about your company, such as other names it may go by, name changes, or acquisitions in the last several years.
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I have a Support User ID, but I cannot access the Documentation site. What should I do?
If you are able to log in, but are not able to access secure sites (such as the Documentation site), you need to subscribe for Support by using your Support Contract ID and contract password.
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Do I have to log in before accessing a document from a Proactive Alert e-mail?
You need to be logged in to the Support site to access a document from a Proactive Alert e-mail. If you are not already logged in, you will be prompted for your Support User ID and password when you click the document URL in the e-mail. However, if you are already logged in to the Support site in a Web browser, and your e-mail application is set up to use the same browser window, you will not have to log in again.
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Do I have to log in again when accessing a second document from a Proactive Alert e-mail?
No, once you have entered your User ID and password, you will be able to access any of the Support Web site functions without repeating the login process.
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What do I do if I have problems accessing a document from a Proactive Alert e-mail?
Send an e-mail to bmcinfo@bmc.com describing your problem, and we will be happy to help you
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Do I have to log in to the Documentation site if I've already logged in from the EPD site or the Knowledge Base?
No, once you have entered you User ID and password, you will be able to access any of the Support Web site functions without repeating the login process.
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