BMC TrueSight Network Automation Customer Service and Technical Support

Ernest Szeideman
Senior Security Solution Architect at a comms service provider with 10,001+ employees
A lot of the support is quite good. They really want to help. There are two different teams in support right now. There's a whole team dedicated to TrueSight, specifically. Sometimes, when I put in a ticket to support, there's another team and that other team is totally dedicated to something called the PATROL Agent. That is an agent you deploy in boxes, agents which can talk to TrueSight and feed it information. In our case, we care about TrueSight, we don't really care about the PATROL Agent. I don't want to say the PATROL Agent is an afterthought, but it is a part of TrueSight, not the other way around. But many times this other team wants us to fuss around with the PATROL Agent and we don't really want to fuss with it. We only want to deal with TrueSight and things to do with monitoring. If TrueSight says we need to install an extra agent somewhere, then that's what we do. From a support perspective, it's almost like there are two silos at BMC for the monitoring software. One is dedicated to Patrol and the other is dedicated to TrueSight. Because we're really a TrueSight shop that uses Patrol, all of our tickets should automatically go to the TrueSight support people. However, we keep getting routed to the Patrol people, and I don't feel that the Patrol people fully get what we need to do in our environment. They don't seem to cross-pollinate. The Patrol people don't really know anything about TrueSight, and the TrueSight people know a little bit about Patrol. If your ticket gets over to the patrol people, then good luck. That's very frustrating from a support perspective. The people are very nice, they're competent. Some of them are incredibly excellent. And others, they try their best, but... I can't say enough about the sales teams. They are excellent and the pre- and post-sales support are incredible, they are some of the smartest people I know. Phenomenal people. That's very much a strong point. They are amazing people. They're very busy, but when you get them involved, it's great working with them. Fantastic It's not about the technology, it's about the relationships. When you get really good people to work with and to deal with from a sales perspective, it becomes less about selling and more about, "Look, I have this problem, what do you have that can actually help me meet my business objectives?" It really is comforting to be able to call up somebody at any time and say, "Look, this is what's going on," and see what they have to say to help you out. That, to me, is really pretty cool. Our sales guy, Ralph Filippelli, is just an absolutely amazing guy. He's constantly in our corner and I feel that I can call him up anytime and say, "I have this business problem" or "I've got these contracts coming in, I need some help here." He's happy to do whatever he can and I'm happy to give him the business. View full review »
SeniorSobd4b
Senior Solutions Systems Engineer at a tech services company with 501-1,000 employees
I would rate their technical support as a seven out of ten. View full review »
NetworkE7542
Network Engineer at a insurance company with 10,001+ employees
I have contacted technical support directly. I've had no issues with their support. They're pretty responsive. View full review »
Learn what your peers think about BMC TrueSight Network Automation. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,360 professionals have used our research since 2012.
reviewer1285089
Solution Consultant / Architect at a tech services company with 5,001-10,000 employees
Technical support has been excellent. View full review »
Learn what your peers think about BMC TrueSight Network Automation. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,360 professionals have used our research since 2012.