In order to demonstrate our commitment to our mission, BMC Software Customer Support has developed a charter that clearly states our aims and goals to the customer. The charter consists of six key areas of services.

Quality Service
A professional, knowledgeable, predictable, proactive and efficient service at all times.

Specialist Knowledge
Our staff will provide customers with technical information and assistance on BMC Software product defects according to contractual agreements and published support policies.

Service Level Agreements
We will endeavor to provide customers with a service that satisfies our published Initial Response Goals.

Proactive Assistance & Online services
We will provide notification of data integrity and other pervasive problems to all potentially affected customers to avoid disruption of their services.

Enquiries and complaints
We will resolve as quickly and efficiently as possible any problems or queries arising with support.

Continuous improvement
We will continue to improve the service that we offer by soliciting the thoughts and comments of our customers. We will do this by conducting surveys of our customers on a regular basis, measuring performance of our processes, analyzing data and applying corrective and preventative actions. Information gathered by these processes will be used to set quality objectives for improvement.