Support Central

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.

For new purchases, the Order Confirmation and Order Detail emails from BMC will contain the Support IDs.

Please contact Customer Care. A customer support representative will be able to assist you.

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

Yes, changes made within the EPD site will be reflected within the Manage Support IDs site and visa versa.

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.

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.

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.

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.

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.

The site is structured as a four-step navigation process:

1. Export Validation and License Terms
2. Select Product
3. Select Product Ver
4. Download Files

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.

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.

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.

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.

Download time depends on the download speed at the end-user site and the size of the file being downloaded.

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.

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.