Manage your Support Central Account
Your Support Central account helps us tailor your support experience according to the BMC products you use. Keeping your account up to date with contact information, current product licenses and support contract ID details makes it easier for our Customer Care team to serve you.
Tools for managing your Support Central Account can be found under the first menu item on the Support Central Page (Figure 4):
Below you'll find detailed instructions for editing your support profile, managing your product licenses and passwords, and exploring the other resources available from the 'My Support' menu.
NOTE: If you're looking for help with the first link on this menu, 'Case and Defect Management,' please refer to the Submit & Track Support Cases section of this guide.
View and edit your support profile
Most of your account information is accessible from the ‘My Support’ menu, by clicking the My Support Profile link. Below is tour of the different features of your Support Profile, including instructions for how to manage each aspect of it.
1 - My Login Profile
Clicking on this link will take you to a page where you can modify your contact information and login credentials.
You’ll use this page anytime you need to update the name and phone number on the account, change your login password, or review your support contract status. If your organization is a BMC partner, you can enter your partner credentials for access to partner-specific resources. Also, you can request access to BMC Academy trainings from this page, as well.
2 - Manage Support IDs
Clicking on this link will take you to a page where you can add or edit Support Contract IDs, as well as view other users registered with the same contract ID.
At the top of the page, you can remove Support IDs from your profile, and add additional Support IDs to your account. From the table below, you can review the Support Contract IDs associated with your account. To edit an existing Support Contract, tick the Action box in the table and click on of the buttons on top:
- Remove Support ID/User - Click this button to remove Support IDs associated with your account. Customer Admins are able to remove users from their support ID.
- Allow to Create Case - This is only available for Customer Admins. Allow or disable access to open cases directly with BMC Software by clicking this button.
- Add Support IDs - Click this button to add additional Support IDs to your account.
- Select Support ID - This dropdown menu allows you to view a list of every user that is registered with the selected Support ID. Customer Admins can use this list to remove users from the support ID, and restrict access to open case with BMC Software.
NOTE: Customer Administrators will have access to remove users from their Support ID, restrict access to open cases with BMC Software and change the pin associated with the Support ID to prevent other users from registering with it. If a Customer Admin changes the pin associated with a Support ID, the admin will then be the gatekeeper for that support ID, and all requests for the support ID and pin will be routed through them. You can request administrative privileges by emailing firstname.lastname@example.org.
3 - Proactive Notification Subscriptions
The links beneath this heading will enable you to subscribe to notifications for any BMC products you choose.
NOTE: For more help with this, refer to the Additional My Support links section, below
Request product licenses
You can find help for requesting product licenses in the ‘My Support’ menu, by clicking the Licensing and Passwords link.
On the top of the page you’ll find instructions for requesting license information for Remedy products. Follow the links to request new or trial licenses, purge existing licenses, or upgrade your license files.
NOTE: For help with Remedy license requests, please refer to the instructions found here.
Further down the page, under the ‘Product Password Requests’ you can follow the instructions to request passwords for other BMC products.
Additional My Support links
Aside from the topics we’ve covered above, there are a number of other useful resources linked to from the ‘My Support’ menu. Below you’ll find a brief description of what each of the other menu links is useful for.
Case and Defect Management: Click this link if you’re looking to submit or manage support cases for your account.
NOTE: Remember, you can find help with these tools in the Submit & Track Support Cases section of this guide.
Support Offerings: Click this link to read an overview of the different types of support contracts BMC offers. This page is useful if you have any questions about the service level that your Support Contract entitles you to.
Maintenance & Invoices Queries: Click this link to make requests about invoices, your customer account, or maintenance agreements for your products.
Customer Support Policies: Click this link to review, in detail, the policies governing your BMC Support Contracts.
Product Alerts (Proactive Notifications): Click this link to set up (or modify) subscriptions to BMC product alerts. On the page, you’ll see a search window and two sections listing products.
Use the search box to find products that you want to add a subscription for your current product alert subscriptions appear in the 'Your BMC product alert subscription' section. You can also look in the ‘Your supported BMC products’ section to find products that you are eligible to download and might want to add a subscription for. Click the ‘Add to subscription’ buttons to add a subscription. If you believe that a product is missing from the ‘Your supported BMC products’ section you should review the Support IDs added to your account.
To unsubscribe, slide the sliders in the ’Your BMC product subscriptions’ section to the off position. If you need help click the chat icon to chat with our Customer Care team.
Table of Contents
- Getting Started with Support Central
- Manage Your Support Account
- Submit & Track Support Cases
- Download Products & Updates
- Find Detailed Product Info
- Additional Support Resources