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A Support Contract Number for a non-expired Support Contract is required for you to access secure areas of the Web site. You will not be able to submit issues through the Web if your Support Contract is expired. Support Contract IDs are required for the following:
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After registering on the Web site for the first time, you must “subscribe” to support using the Support Contract ID number and pin/password to access secure areas such as Issue creation and tracking and the Knowledge Base
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The Support ID (ex. SupID12345) should be in the subject line of emails submitted to customer_support@bmc.com or the email will be automatically rejected.
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You must provide your Support ID to access support services by telephone.
More Information
Browser Requirements
Email addresses for Support
What is a Primary Support ID?
Where can I get my Support ID?
How has logging into the Support Web site changed?
How do I Register on the Web and Subscribe for Support?
I am having trouble getting onto the secure Web areas?
Training
Browser Requirements
To utilize the New BMC Support Central, you will need to deactivate pop-up blockers and ensure you are using one of the following browsers:
- Internet Explorer version 6 or higher (Internet Explorer 7.0 not yet supported)
- Netscape version 7.2 or higher
- Mozilla version 1.7 or higher (Firefox, Mozilla's newest browser, is not yet supported.)
Email addresses for Support
Customer_care@bmc.com – This is a low priority email address. General questions and requests for Support IDs should be submitted to this address. Do not submit issues needing immediate attention to this email address.
Customer_support@bmc.com – If you have a technical issue needing immediate attention and cannot access the Website, call for support or use this email address. Put the Support ID in the subject line (ex. SupID1244).
What is a primary Support Contract ID?
Support ID and Support Contract ID are the same as the Support Contract Number located on your Order Acknowledgement Letter or Renewal Quote.
Some customer organizations possess multiple Support Contract IDs because of billing preferences. To make the transition as smooth as possible for you, we have selected a single Support Contract ID to associate with your company and thus, to your contact information. You only need the single ID to access the support system. However, the others are necessary for financial purposes. You may associate other Support Contract IDs to your account to access the system.
Where can I get my Support Contract ID?
If you cannot locate your Support Contract ID, submit a request for a Support Contract ID to Customer_Care@bmc.com using your company email address. Please put the words “Support Contract ID” in the subject line. Provide your name and 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.
How has logging into the Support Web site changed?
If you currently have a login User ID and password on our Customer Support Web site (www.bmc.com/support_home), you should be able to log into the new Web site with your current User ID and password without having to subscribe for support using your Support ID and contract password/pin.
If you obtained support through both supportweb.remedy.com and bmc.com/support_home, your User ID will be the e-mail address that is currently attached to your bmc.com/support account. Your password will be the password associated to the bmc.com/support account.
If you obtained support via the BMC Remedy SupportWeb (http://supportweb.remedy.com), you will use the e-mail address that currently is attached to your supportweb.remedy.com account as your User ID. Your login password has not changed. If you only have a Developer Role, or if your account is inactive, you will have to register on our new Web site and subscribe for Support using your Support Contract ID and contract password/pin before you will be able to access secure areas.
If you need assistance with your password, be prepared to answer the following two questions and we will provide your password:
- What is your company’s postal zip code?
- What is your User ID?
If you are new to the BMC website, you will have to register on the site and subscribe for support using your Support Contract ID and associated password/pin. Subscription allows you to access secure pages, which permit you to search the knowledge base, submit and track issues, or view product lists, manuals, updates, and maintenance for download.
How do I Register on the Web and Subscribe for Support?
Step 1. Go to 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 email address
Step 4. Click “Submit” – verify the content 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 email 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”
Training
The links below are instructional presentations that will provide training on the use of our online tools available to you. Each presentation covers a different topic and can vary from one to eight minutes. Please visit this page often as we continue to add additional training presentations.
In order to view each video, be sure to adjust your speaker volume to a comfortable level and click on the link of the topic that interests you. The presentation will launch and play in a new browser window.
Solution Partner Training (Partner login required)
For more information, please visit our FAQs
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