Electronic Product Distribution (EPD) Site Frequently Asked Questions
Customer Frequently Asked Questions
Program Change January, 2009 | Understanding the Download Site
Program Change January, 2009
What has changed on the Electronic Product Distribution (EPD) Site?
On January 19, 2009, the Electronic Product Distribution site no longer displays the "My Favorite Products" list view. The new view "My Entitled Products" is populated with BMC products that are associated to your companies valid Support IDs.
How do I find my Support ID?
For new purchases, the Order Confirmation and Order Detail emails from BMC will contain the Support IDs.
Once I have my Support ID(s), can I manage them within the EPD Site?
Yes, you will be able to add and remove Support ID(s) within the EPD site by selecting the "Manage IDs" button on your products page
Will the changes made from the Manage IDs within the EPD site effect the Manage Support IDs found on BMC’s Support Central Site?
Yes, changes made within the EPD site will be reflected within the Manage Support IDs site and visa versa.
I have listed all my Support IDs on the EPD site, but still cannot see the product I need to download. What should I do next for this licensed product?
The product you wish to download may be on a support contract that you have not already listed. You will need to find the support ID and password for this product in order to download. If you cannot find the support ID, please contact Customer Care. A customer support representative will be able to assist you.
I used to be able to trial products on the EPD site. What do I do now if I am interested in trialing a product?
You will need to contact your Account representative to request a trial. Alternatively, if you are at the EPD site and wish to trial a product, there is a "Trial Request" button on your "My Entitled Products" page that allows you to search and select the product(s) you wish to trial. Once you make your selection, please hit the "Submit Request" button and a BMC sales representative will contact you to better understand your product needs.
What is that "Additional Products" button I see on the "My Entitled Products" page?
Some of our customers may not see the products they have ordered on "My Entitled Products" page due to the timing of their order, the size of their order, and their download timing. The "Additional Products" button will appear for customers who need to download immediately after an order is placed and the products have not appeared on their "My Entitled Products" page. This is a temporary access; once the new products appear on the "My Entitled Products" page, the "Additional Products" button will no longer be available.
Will BMC be making other changes to the site in the future?
Yes, BMC is planning several more releases to take place throughout 2009. Some of these changes will include the user interface look and feel as well as functionality enhancements and introduction of a download manager with resume features. By taking the Customer Survey, found on the product download page, you too can provide us with your feedback and desired site changes.
Understanding the Download Site
How do I access the Electronic Product Distribution (EPD) site?
After you are logged into the Customer Support website, you will be able to access the new EPD site by selecting Downloads from the Downloads and Patches link on the right of the screen. From there, the site is structured in a four step process.
How is the EPD site structured? What are the four steps?
The site is structured as a four-step navigation process:
- Export Validation and License Terms
- Select Product
- Select Product Ver
- Download Files
Can you describe the first Step, Export Validation and License Terms?
This screen is required to meet US Export Compliance requirements and to define the License Terms for the site. You, the BMC customer, must read and accept the terms and conditions of this site before proceeding to Step 2.
How does Step 2, Select Product, work?
In Step 2, Select Product, My Entitled Products is populated with BMC Products that are associated to your companies valid Support Contract(s). Select the products you wish to download by clicking on the box to the left of the product name. From you’re My Entitled Products list, you can select just the products you want to download on your visit.
Can you explain Step 3, Select Product Version? Will I need to select the product version each time I want to download a product?
Step 3, Select Product Version, allows you to search for a product by platform and language. You will need to select a version of a product each time you want to download the product. This step ensures that you are able to select the most current data available.
What will I see when I get to Step 4, Download Files?
For each of the products and versions selected, you will see product files, documentation files, patch information, and license key file information. By selecting these links, you can download all the files needed to install the product.
How long should it take a product to download from the EPD site?
Download time depends on the download speed at the end-user site and the size of the file being downloaded.
Are there any unique requirements for OZI installed products?
The OZI installed products still use the OZI installer. The New EPD site will contain a Link called "Start the Installation Process" which will direct customers to that installer. Once the installer is started, the mainframe product selection happens inside the dialog as usual.
Why do I have to select products both on the product distribution site and then again once I start the Mainframe Installation Process? When will this issue be resolved?
During this initial integration with the new product delivery site, it was not possible to utilize single product selection. There are plans to integrate the OZI installation architecture more seamlessly with the product download interface so that products will only be selected one time.