My opinion on BMC's technical support is positive. Whenever we encounter issues with the applications we support, such as connectivity problems with the BMC Controller on the SAP side, their support team responds promptly to our requests. They provide timely solutions and assistance, making the overall experience quite satisfactory. This is why we continue to rely on BMC for support.

BMC Helix ITSM support is used all the time. They're responsive, and they always are willing to assist and extend their help.

I have not utilized technical support. 

I rate the technical support an eight out of ten.

We've used technical support in the past and find them to be okay. However, it depends on the type of agreement you've got with them.

We have a service provider who contacts BMC for us. That said, there had been some occasions where I was involved with the support along with the service provider. They are okay. However, they take a lot of time to find a resolution.

I've never dealt with them directly and I haven't heard anything really negative about the tech support. 

It would be nice if they offered mobile support. Right now, we have to go to a desktop in order to get assistance and make a ticket.

I rate the support from BMC Helix ITSM a five out of five.

Technical support can be improved. They are fast in response, yet they pass the buck to other people. It is not easy to follow the register of support. It's not the worst support in the world. However, it could be better.

Whenever we are stuck or whenever we need support, the technical support is very much appreciated. They have helped me a lot in these areas.

I have not contacted the support from BMC Helix ITSM.

I have had a bad experience with the support. Their knowledge was lacking, the response times were not always good for the reported case. Depending on the reporting case the support could be better or worse. 10 to 20 percent of the reported cases are not handled in a timely manner.

I rate the support from BMC Helix ITSM a four out of ten.

BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time.  Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or seven months, I've been getting brand-new engineers. Either they're not entirely aware of most cases, or they don't know how to troubleshoot further. So for any product to be stable and work correctly, BMC must ensure that customer service is excellent. Even though if your product is a hundred percent, we'll have problems marketing it to our customers.

Its 50-50, sometimes its great, and other times, not.

Fair/Good - In environments as complex as ours, the basic needs are pretty much taken care-of in-house. The issues we generally face are complex and deep within the technology, and these always take a bit of time to bring the vendor up to speed. (To be fair, BMC offers higher support tiers, providing a more bespoke support experience, but I haven't had the opportunity to experience this tier.)

Customer Service does vary. It all depends on your Account Manager. The good ones can be a real asset and and can provide that additional effort that makes for a good relationship between all the actors.

Technical support can vary according to your location and which team picks up your issue. Over the years the quality of technical support has varied. Providing you have an administrator/developer who can do some of the initial problem discovery and debugging then you will be able, in conjunction with technical support, to more easily track down the underlying issues.

 I rate the support from BMC Helix ITSM a five out of ten.

The technical support is very good and I would rate it a nine out of ten.

At times, you have a critical issue and you need an answer very quickly. Even if it takes half an hour or a day to get an answer, it takes longer than you expect.

There is always room for improvement, although BMC has improved over the last couple of years.

There were times when we needed to talk with BMC service support, and we got good response. It was something that we paid for, but we got good response.

We haven't needed customer support extensively. However, we did encounter some delays, waiting for several hours to receive a satisfactory answer. Fortunately, there have been no issues with the technical components.

Their support is not really good yet. Due to our scale, when we work with their support, it's not very good.

The first level is not so skilled . If you manage to go to second level they are good.

Our administration teams are the ones that have contact with technical support. As such, I have not had any experience with them.

The Customer service is the same as always. It hasn't changed much. They will always be there to help you find the product to help you grow in your business.

BMC needs to keep improving their support. It is still far from what it was back in the days of Remedy. It is very sad that you still are asked for you logs when the logs are already been provided and that you are asked the same questions when those are already answered in the tickets. It is as if they are reading from a script like drones. They need to learn to be more proactive and less robots. When the tickets being raised already have all the details of the issues, and all the diagnostics have been done by us please send the details to second level or 3rd if necessary instead of asking us to repeat the steps we already repeated. we don't have time to waste, especially when a server is down. That is why we do not use BMC support at the moment.

The tech support is not consistent. You might get a good person to help you out and actually knows what he is doing or you get somebody who is trying to figure out a solution on their own. You both are left trying to figure out a solution together because you get the feeling you do not have the expertise that you should have for the product. When you initially make the calls, you have to break down the issue to such a deep level of explanation when it should be simplistic for them to understand. This causes some difficulties for the customer. This type of inexperienced customer service devaluates the product, this needs to be improved.

Their support is sufficient and fine as of now. Our interaction is currently minimal. We generally use the community portal to contact the BMC team. We are also looking for other tools, and we are mostly connecting with the technical team.

We have a support partner that handles all of our BMC support-related issues.

Fairly good. Much of it is in Asia and as in with most foreign customer support there is that occasional “understanding the accent” problem, but apart from that they are fairly good at what they do.

It's top notch.

Customer service can vary wildly. With premier support from BMC, which is very expensive I believe, it can be quite fast and dedicated. But, if you have bronze, a basic service or worse, if you don't have direct service from BMC but only have access to them via some intermediate partner - then it may not always be smooth.

I have experienced service to both extremes - very good and not good at all! Currently I am driving a project that has premier support so it is quite good in this case. They helped a lot in sorting out upgrade related issues and we had a very smooth excellent upgrade from 8.1 patch 002 to SP2.

Customer Service could use some improvement – while they are technically very good, some of the agents have poorer communication skills than others.

Technical support has improved compared to six or seven years ago. Customers are happy.

Customer support is always fantastic and willing to help. No matter what time of day we have a problem. We always get a friendly, helpful support engineer to guide us through any small challenges that we face.

3/10 - customer service is very painful. It takes a lot of time to pass the issue to the technical support and until that happens, the issue jumps between the people in support, that ask us always the some things.

The technical service is OK.

Customer service and technical support is exceptionally good in some cases and will certainly need improvements in some areas of concern. For ex. When we were trying to resolve issues regarding installation of BO on Red Hat, support from third party Vendor was very poor, and Customer was really concerned about the progress of installation.

Most responses are via email support, but the system is quite complex.

They're good.

We're BMC partners in Latin America, so we have strong support in the region. It isn't a problem.

Their technical support is pretty good.

Its mostly great. Sometimes, it takes a little while on the more complex issues, but generally it is fast.

Customer service is good.

7 out of 10. Tech support should be improved. There is lot for BMC to improve their tech support.

The technical support is good.

Customer service is average.

Technical support is 10/10.

10/10

10/10

Customer service is a 9 out of 10.

Technical support is a 9 our of 10.

They solved the problem most of the time. I would rate them a nine out of ten. It would be good to have Brazilian support. Currently, you have to talk to engineers in the US, India, and other countries. We don't have local support, and we have to work with a partner.

Support could be more skilled. We are wasting too much of our time debugging.

Customer service is good.

Technical support is good.

I've not had to contact technical support.

It's excellent.

It's excellent.

It's very good.

It's very good.

They are quick to respond, but could be a bit more helpful.

7/10

7/10

8/10