What is Changing?
BMC is implementing a new, integrated BMC® Remedy® Customer Support solution. The new system will present a single seamless interface that will provide better and faster service to support customers worldwide.*
For all customers currently using BMC Remedy SupportWeb (http://supportweb.remedy.com), BMC Support Central (www.bmc.com/support), or a BMC, Remedy or Marimba Support e-mail address*:
- BMC Customer Support will be replacing three distinct customer support applications with a single integrated Web portal interface and customer support application so that all BMC, Remedy, and Marimba product users will utilize the same Web site for support. Customers owning BMC® IT Service Support Express (formerly Magic) or Identify products will not be affected.
- BMC will provide a single support e-mail address (customer_support@bmc.com) for updating existing issues. E-mails must contain the Support Contract ID in the subject line and be sent from a recognized e-mail address.
* NOTE: BMC® IT Service Support Express (formerly Magic) customers and customers with written languages utilizing 64 bit characters (Korean, Japanese, and Chinese) will be able to continue using their existing support e-mail addresses.
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Who will be affected?
Customers affected by our new support application implementation fall into three primary categories:
- If you currently obtain product support via BMC® Remedy® SupportWeb (http://supportweb.remedy.com) or a Remedy or Marimba® Support e-mail address, the new Web site will be similar to the Support Webs you currently use, with a new look and feel. However, you will continue to take advantage of familiar functionality and features.
- If you currently obtain product support via BMC Support Central (www.bmc.com/support_home) or a BMC Support e-mail address, you will enjoy new functionality and improved support services. You will have to submit a valid Support Contract ID prior to the provision of service.
- If you obtain support via BMC Remedy SupportWeb and Support Central, you will receive the most benefit. Rather than relying on multiple customer support Web sites, you will benefit from a single, unified customer support experience and will no longer need to remember and maintain multiple accounts.
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Which customers WILL NOT move to the new BMC Remedy Customer Support solution?
This change will affect all BMC customers except customers owning Identify and BMC® IT Service Desk Express (formerly Magic) products. We will continue to use the BMC® IT Service Desk Express solution to provide support for those customers with BMC® IT Service Desk Express products.
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When will these upgrades be implemented?
BMC is implementing its new Support Web and BMC® Remedy® Customer Support application beginning this Fall.*
- Phase I, was implemented on October 15, 2006, and affects the following customers:
- Customers and partners who currently obtain product support through the following support channels are now using our new support Web site and system:
- BMC Remedy Support Web (http://supportweb.remedy.com)
- A Remedy or Marimba Support e-mail address
- A Remedy and Marimba Customer Support telephone number
- All customers who are new to the Support Web including those owning heritage BMC products, must register and subscribe to support in order to access areas that will allow them to view documentation, search the Knowledge Base and submit Issues.
- Phase II, which is tentatively scheduled for implementation on November 19, will result in the transition of the following customers to the new Web site:
- BMC Customers and support partners who currently obtain products support through:
- All customers who did not have a Support Contract ID automatically associated to their contact information in our system must subscribe to support using their Support Contract ID and the contract password.
* NOTE: Key exceptions apply: BMC® Service Desk Express customers will continue to use BMC Service Desk Express Customer Support. Customers owning BMC® IT Service Support Express (formerly Magic) or Identify products will not be affected.
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What internet browser should I use to view the Support Web site?
To utilize the New BMC Support Central, please 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 not yet supported.)
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How do I prepare for the new support system?
To fully utilize our new Web site and support services you will need to:
- Update your browser to either Netscape version 7.2 or better, Internet Explorer version 6 or better, or Mozilla version 1.7 or better (Internet Explorer 7.0 and Firefox are not yet supported.)
- Look for a message to your corporate email address containing your Support Contract ID.
NOTE: If, at the time of implementation you cannot log into the new system and have not received your Support Contract ID or cannot locate your ID number, request your support ID by submitting an e-mail from your corporate e-mail account to customer_care@bmc.com.
- Take the training which is now available on the support Web site.
- Become familiar with what you need to do to submit an issue via the Web, e-mail and phone.
- Turn off the pop-up blockers while looking at the BMC Support Site.
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Will BMC provide training on the new system?
Yes. Training is posted on www.bmc.com/support_home on the Support Bulletin.
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Will I have to reregister using my Customer Support ID?
If you previously accessed support through the Remedy/Marimba SupportWeb, you will now use the email address the email address currently associated with your support Web account as your User ID. Your password will not change.
If you accessed support through both supportweb.remedy.com and bmc.com/support, your User ID will be the e-mail address that currently is attached to your bmc.com/support profile. Your password will be the password associated to the bmc.com/support account.
If you previously logged into BMC Support Central, you will be able to login to the new system using the same user name and login ID. When in the system, please take note of your Support Contract ID. You will need it to contact BMC customer support via email or telephone. If you are able to log in but you are not able to access the secure sites, you may have to subscribe for support using your Support Contract ID and contract password.
If you have contacted BMC Support in the past via telephone only, have never logged in to the BMC Support site and do not know 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, and provide the following information in the body of the email: your name and your company’s name and any pertinent information about your company, such as name changes or acquisitions in the last several years. Also, if your company is a subsidiary of another company, your Support ID may be listed under your parent company’s name..
If this is your first time to contact BMC Support and you do not know 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, and provide the following information in the body of the email: your name and your company’s name and any pertinent information about your company, such as name changes or acquisitions in the last several years. Also, if your company is a subsidiary of another company, your Support ID may be listed under your parent company’s name.
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I have a login, but cannot gain access. What should I do?
If you are able to log in but you are not able to access the secure sites, you may have to subscribe for support using your Support Contract ID and contract password.
Submit a request for login assistance to Customer_Care@bmc.com and include the text “login” in the subject line. Please send the request via your corporate email. Please put the words “Support Contract ID” in the subject line, and provide the following information in the body of the email: your name and your company’s name and any pertinent information about your company, such as name changes or acquisitions in the last several years. Also, if your company is a subsidiary of another company, your Support ID may be listed under your parent company’s name.
Or
If you require immediate support, please call the local BMC Support telephone number.
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Where can I find my Support Contract ID?
You can find your Support Contract ID on your Web page when you log into our system. Otherwise, you can find the ID on the BMC maintenance invoice or Order Acknowledgement Letter (for customers owning Remedy and Marimba products).
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What should I do if I have not received and do not know my Support Contract ID?
You may submit a request using your corporate email address to Customer_Care@bmc.com, and we will reply with your Support Contract ID number and password.Please put the words “Support Contract ID” in the subject line, and provide the following information in the body of the email: your name and your company’s name and any pertinent information about your company, such as name changes or acquisitions in the last several years. Also, if your company is a subsidiary of another company, your Support ID may be listed under your parent company’s name.
We only provide Support Contract IDs through company email addresses that corresponds to the company for which you are seeking support. We will not send this information to public domain email addresses or to email addresses from other company domains.
We request consultants and outsourcers who are requesting a Support Contract ID on behalf of another company to retrieve the Support ID and password from the company for which they are submitting the request. Alternatively, the outsourcer/consultant may utilize a Support Contract ID and password for their own company. However, customers will only have visibility to issues that are submitted using the customer Support Contract ID. They will not be able to see anything if their issues are submitted by the outsourcer using the outsourcer’s ID.
NOTE: If you require immediate support and cannot access our system because you do not have a contract ID, you will need to contact one of our support centers via telephone.
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What do I do if my company has multiple support contracts?
Your company may possess multiple support contracts because of different billing requirements. For ease of use, we have associated your contact information with a single primary Support Contract ID so you can access our services using this number. You will not need to use those other Support Contract IDs other than for accounting reasons.
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Can customers whose support contract is through a partner call BMC directly for product support?
If your Support Contract is with a BMC support partner, you should request product support through that partner, rather than directly from BMC. However, you will still need your Support Contract ID to utilize the functionality of the BMC Support Central site when you visit to search our knowledge base, downloads, patches, maintain your profile, etc.
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When registering on the new Support Web, is the User ID and password case sensitive?
The e-mail address (User ID) is not case sensitive but the password is.
If you try to re-register with the same User ID but in a different case, you will get an error indicating that the user ID already exists in the system.
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What is a primary Support Contract ID?
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.
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I am unable to register.
There are several reasons you may be unable to register. Generally, you will receive an error message and self-help instructions during the failed registration process.
- User ID already exists – Try logging in with the chosen User ID. If you are unable to login, try using the “Forgot Password” functionality or submit a request by telephone or e-mail (customer_care@bmc.com) to our Customer Care center to reset and email you a new password.
- Invalid user ID – Verify that you are registering with a valid email address. Other User IDs will not be accepted.
- Non-standard password submitted – You must adhere to BMC’s password rules (password must be at least seven characters long).
- Registration is missing required data – Make sure you are entering valid data into ALL required fields.
- Double-byte characters entered into registration information - The SSO/customer registration system does not support DBCS at this time.
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I cannot subscribe to the secure support area.
There are a couple of reasons that you may not be able to subscribe to Support:
- The registration process should typically be near real-time. However, it could, at times, take up to 24 hours, while the registration is being processed. Please wait 24 hours. If you cannot subscribe to the secure support area after that time, please submit a request by telephone or e-mail (customer_care@bmc.com) to our Customer Care center for further assistance.
- Invalid support contract ID/Password – Please contact customer_care@bmc.com for assistance in identifying the appropriate support ID/password.
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I cannot log in.
There are several reasons why you may not be able to login:
- You have not yet registered – please register at www.bmc.com/support and then try again
- You forgot your password – If you can remember your challenge question/answer, you can enter this information after clicking “Forgot Password” on the Web site, and you will then be prompted to create a new password.
- You forgot your password AND forgot the challenge answers – Our customer care team will need to reset the password for you. Send email to customer_care@bmc.com describing the problem. The new password will then be emailed to you at your registered email address. You will be required to change your password the next time you login. Then, you can visit your profile to change your challenge questions/answers.
- You forgot your login name – your login is now the same as your e-mail address.
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I cannot access the secure Support area.
There are several reasons why you may not be able to access the support area:
- You are not entitled for Support – the contract ID on your profile is not entitled for support. Go to the registration page to submit a new/valid support ID/password by clicking on “Subscribe for Access to Secure Customer Support Site (Contract ID Required)”.
- You are not subscribed for Support – go to the registration page and subscribe for Support by clicking on “Subscribe for Access to Secure Customer Support Site (Contract ID Required)” and adding a valid Support ID and password.
- You were subscribed at one time but your Support expired - the contract ID on your profile is not entitled for support. Go to the registration page to submit a new/valid Support ID/password by clicking on “Subscribe for Access to Secure Customer Support Site (Contract ID Required)”.
- Customer support information seems to be valid but you still cannot access Support –OR- the system appears to be down – please call or e-mail Customer Support for further assistance.
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I cannot update my profile.
If your account is pending, please wait 24 hours for the registration/updates to be processed and try again. If, after 24 hours, you still cannot update your profile, please call or e-mail Customer Support for further assistance.
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I do not know my login User ID.
Reminder, your login User ID is now your e-mail address. If it still does not work, please call or e-mail Customer Support for further assistance. If your User ID does not exist in our system, you will need to re-register.
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I do not know my Support Contract ID/password.
Please submit an e-mail requesting your Support Contract ID to customer_care@bmc.com from your company e-mail address, and we will respond with your Support Contract ID and the associated password.
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Do Pop-up blockers need to be disabled?
Yes. Pop-up blockers must be disabled on the new Support Web site (bmc.com/support) in order to view existing issues or submit new issues.
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Is the login User ID or password case-sensitive?
Your login User ID is not case-sensitive. The password IS case-sensitive.
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How do I get a primary contract changed?
If your current primary contract is still valid for Support, BMC Customer Support can update it to another valid contract on the contact record. If your current primary contract has expired with Support, you will need to go to the Web site and re-subscribe for secure support access by clicking on “Subscribe to Access for Secure Customer Support Site (Contract ID Required)”.
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Why are there two different “My Products” Lists on www.bmc.com?
There is one “My Products” list for proactive notification and a separate “My Products” list for customer support self-service. These lists are not integrated, but this may be done in a future release. For now, you will need to setup a new “My Products” list in the new Customer Support Web site if you want to see a minimal set of products when submitting new issues or searching existing issues. Otherwise, you will have the ability to choose your product from the entire BMC product list.
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Self-Serve Product List Usability Suggestions.
When submitting an issue or creating a profile on the Customer Support self-service Web site, you can speed up the product list by first entering three or more characters in the product name field and then hitting the product drop-down. The drop-down will then be filtered to only include those products that have the specified characters somewhere in the product name.
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Will I receive email confirmation when I submit an issue on the Web?
No. Confirmation of the new issue ID will be received via the Web immediately after the new issue is submitted. No e-mail confirmation will be received for issues submitted through the Web. You WILL receive confirmation if a ticket is submitted through e-mail or by phone.
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Licensing (Marimba vs. Remedy vs. BMC)
Remedy products use automated Web pages for generating licenses. If you own products from the Marimba and BMC Heritage product lines, you will continue to submit requests through self-service for assistance in this area.
On the website, you will navigate to the Licensing area, and then you will be asked to choose “Remedy” or “BMC Heritage/Marimba” in order to be directed appropriately regarding your license/password request.
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What products are shown on the self-service Web site?
For the first phase of deployment, only the Remedy and Marimba product lines will be displayed on the new Web site. After the second phase of deployment, all BMC, Marimba, and Remedy product lines will be displayed on the Web except for the following:
- Licensed add-on products
- Third party products
- Obsolete/Cancelled products
- Products in the development or marketing stage of the product lifecycle
- BMC Service Support Express (Magic) product line
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What new features and functionalities will be available?
The worldwide rollout of BMC Remedy Customer Support will provide the following features and functionalities:
- A single Support Web site and e-mail address for most interactions with BMC.*
- Visibility into your company's reported defects and enhancement requests.
- Ability to set up profiles with configuration, environment, and product information.
- Improved knowledge management and search capabilities.
- Proactive service level agreements that will help ensure more timely responses to customer issues.
- Ability to, submit, view, update or add attachments to issues through the Web.
- You will be able to associate yourself to multiple Support Contract IDs on the BMC self-service Web site and specify a primary Support Contract ID for your Web registration account.
* NOTE: BMC® IT Service Support Express (formerly Magic) customers and customers with written languages utilizing 64 bit characters (Korean, Japanese, and Chinese) will be able to continue using their existing support e-mail addresses.
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Will there be “Search” capabilities in the new system?
We are integrating leading knowledge management technology through integration with BMC® Remedy® Knowledge Management to improve both search and usability capabilities. In addition, we are utilizing an industry-proven knowledge management methodology, known as Knowledge Centered Support (KCS). Through a process based on the KCS methodology, we can provide better quality information more quickly.
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Will e-mails going to customer_support@bmc.com be required to be formatted in a certain way? If so, will all other e-mails that are not in that format be rejected by the system?
Emails will now be automatically processed. Issue Creation and Issue Updates via email require that you format the email in a special way, or the email will be rejected by the system. Additionally, the "From" address must match the email address we have stored for you in the BMC support system.
ISSUE CREATION:
In the subject line of your email, enter your Support Contract ID. Please enter this information in one of the following formats:
SupID:yourSupportID (example: SupID:555444333)
SupID-yourSupportID (example: SupID-555444333)
Then in the body of your email, enter your detailed problem description.
ISSUE UPDATE:
You should have received a confirmation e-mail when you originally submitted your Issue. All you need to do is “reply” to that e-mail and add your update to the text.
Otherwise, you will need to add your Support ID and the Issue ID (including the "ISS" or "CAS" prefix and leading zeros) to the subject line in the email. Examples:
SupID:555444333;ISS01432345
SupID-555444333;CAS00001387
And then enter your update in the body of the email.
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Will e-mails that are not in the correct format be rejected by the system?
Since the concept is new for Heritage BMC customers, from the time of implementation, there will be a 90-day grace period in which we will not reject any emails. The contact center personnel will follow up with customers to make sure they are aware of the new requirements and to gather any necessary data to create/update issues.
Beginning October 15, 2006, if you submit e-mails requesting support for Remedy and Marimba products, they will need to be in the required format or they will result in an auto responder message. The message will outline the change in formatting for email, which requires the Support Contract ID in one of two forms: SupID:555444333 or SupID-555444333.
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Will I need my Support Contract ID to get technical support by telephone?
Yes. If you own remedy and marimba products, you will need to provide your Support Contract ID number in order to obtain support.
If you own heritage BMC products (products other than Remedy, Marimba, Magic, Identify), beginning November 19, you will need to provide you Support Contract ID to obtain support e-mail or telephone.
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Where do I send non-technical questions?
Please send non-technical questions to customer_care@bmc.com.
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What is Entitlement?
Entitlement means that a customer has contracted to receive technical support services for BMC Software products. This ensures that BMC support personnel are only working on paying customer problems. It also allows for the ability to discern & refer customers that should be supported by a partner to the partner.
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Will BMC verify and enforce entitlements?
Entitlement verification and enforcement will occur for all customers and partners across all channels of communication (Web, e-mail, phone).
- Entitlement checks determine if the Support Contract is valid.
- All entitlement issues or failed contract validation will be routed to a BMC Contact Center.
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