| Over the next several months, BMC will be phasing in a new customer support Web site and support solution based on Support Contract IDs. This new system will optimize functionality, improve our service to you, and safeguard your data. Updates to the Support Web sites will be implemented during this time.
We will be using the BMC® Remedy® Customer Support application in conjunction with BMC® Remedy® Knowledge Management as our enterprisewide solution. So that all BMC, Remedy, and Marimba product users will use the same Web site for support, BMC is replacing each of those three distinct customer support applications with a single integrated Web portal interface and customer support application. Customers owning BMC® IT Service Support Express (formerly Magic) or Identify products will not be affected. For information about specific changes, please visit our FAQs.
Browser Requirements
To utilize the New BMC Support Central, you will need to deactivate any 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 not yet supported.)
Current Remedy and Marimba Users
If you obtained support via the BMC Remedy SupportWeb (http://supportweb.remedy.com), you have already moved to the new system and will no longer go to the supportweb.remedy site for assistance. When you log in for the first time, 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 have never registered on our SupportWeb, 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 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?
Current Users of Both supportweb.remedy.com and bmc.com/support
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.
New Users
Starting immediately, 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. Subscription allows you 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. Support Contract IDs will also be required for e-mail and telephone support requests. You can find your Support Contract ID on your BMC maintenance invoice or Order Acknowledgement Letter.
BMC customers and partners who currently obtain product support through the following channels will begin using the new system by the end of November 2006:
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 ID and password without having to subscribe for support using your Support Contract ID and contract password. 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.
You can find your Support Contract ID on your BMC maintenance invoice or, if you are able to log in, you can find your Support Contract ID on your Web page.
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.
Cannot locate your 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.
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.
Customer Training
Solution Partner Training (Partner login required)
For more information, please visit our FAQs.
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