Tech support varies, it depends on who you get. The first-tier is pretty good. If you get the right guy, it's outstanding. They've actually brought on a lot of new people, but they seem to work together as a team. I won't say they're bad, but I don't like tech support for most companies. Overall, they're on par.

On a scale from one to five, with five being the best, I would give BMC technical support four-and-a-half. It's not a five because the reporting piece is still missing. We need the reporting piece. They can't give us all the help, because that help is just not fully there.

The admin team reaches out to the support team.

I used to work for BMC, and I now work for a bank. I know the ins and outs of BMC, for example, how support works and provides solutions to its customers. When I was in BMC, the support team didn't take me seriously whenever I raised concerns, and it's the same now that I'm working for another organization. BMC has a process to follow, and you have to follow it, but sometimes, the process becomes pathetic when you're in a tight situation. Before the BMC support team provides you with a solution to your issue, it takes a lot of time, and more often than not, you've already resolved your issue.

I'm rating support for BMC TrueSight Operations Management as five out of ten.

We have a great relationship with BMC. We're probably different than the average bear. We've got a great account team. When we call customer support, we get answers pretty quickly. We don't have to call them very often, which is a good thing for any vendor. You don't want to have to call support a lot. But when we do, it's usually because we can't figure it out and we're able to get the answers pretty quickly through their organization.

I have an in-house technical support team in my company, and because of this, I never had to go to BMC for support. I feel that BMC's technical support, so I rate it an eight out of ten.

There are times when the solution's support service could be better.

BMC's technical support has been great. They've been by our side. They've been working with us. They could have just said, "Look, our product wasn't built to do that. Good luck." But they didn't. They stuck with us and they're still with us today helping us optimize and do things better. They've been a great technology partner for us.

We contacted BMC technical support several times. The L1 and L2 support team need improvement in terms of product knowledge, but most of the time, they're always available and always trying to help us out.

There were many cases where there was a lack of response, or a longer response time. If a product defect has been found, for example, the case has to be escalated to a senior or another department, e.g. R&D, which means we have to wait for a response from that senior or from the R&D department, and that usually takes time.

I haven’t received any complaints from our customers regarding the technical support team.

Technical support is good and responsive. They provide advance notice of updates and actions. 

I rate technical support a ten out of ten. 

Technical support is a mixed bag. Some tickets go in and are handled very quickly and well. However, we have had tickets which go in and have been out there for months, and some of them were fairly complex. They will go up to Tier 2 or Tier 3, then park. I'm assuming that we're running into a software bug, or something, but those tickets that stall out are frustrating.

The technical support team is very good. I wish there where more the people. This includes the ones who I work with on the phone, as well as their field technical people. They are very good. 

I don't know if their technical support differs from their project team, but we are constantly revolving people in and out of our project because they get different assignments within BMC. Thus, I wish there more technical support people who had more longevity on our account. We will have a CMDB person assigned to us on the project from BMC, but in just three weeks, we'll find out, "Oh, that person has been reassigned, and they have to go to another account, where they have to do something different." We are constantly having to retrain people coming in from BMC. So, there is no permanence with their people on our projects.

This issue of changing technical staff is not limited to BMC. However, their resource pool seems sort of small.

We are constantly facing issues with having to call support because things didn't work as we expected them to, and I don't know why that is. We use BMC Atrium CMDB product (service impact model) and publishing service impact models seems to be challenging and problematic. We are constantly calling support, who gives them a bug fix, which fixes the problem. However, those bugs shouldn't have existed in the first place. If there is a bug fix in it that somebody knows how to fix, it shouldn't have happened in the first place.

I have been using BMC support for many years. Generally speaking, support is very good and, comparatively, it is much better than the competitors' support departments. But over the past couple of years, the technical expertise of the support team has consistently gone down. 

Generally, the response from BMC support is excellent. You get a response almost immediately. And if the support team is unable to resolve your issue, then they coordinate with their development or customer engineering team very quickly, which is the best part.
If you are trying to get technical support from Microsoft, for example, if the support team is unable to resolve your problem, it can take months to get to a higher level in the support hierarchy. And reaching the development team of the solution is almost unimaginable. But with BMC, this is one of the best parts. If your issue is not resolved by a support team within a stipulated time period, they immediately reach out to their development team and they usually fix the problem.

They had an advisory board. We, as a group, and even I specifically, had been asked by them what they needed to continue doing. One of those was continuing to build out Knowledge Modules in various technologies. Some of the ones BMC has made available, we've implemented, and some of the ones BMC has made available don't impact us and we haven't implemented. But I've been in discussions where they say, "What do we need to do," and Knowledge Modules is one of those areas where they've made a commitment to continue adding to them, and we appreciate that.

Technical support is very good.

There are some troubleshooting steps that we are able to resolve ourselves. In the event that we are unable to resolve it, we simply just raise a case with BMC support and that are always there to help if necessary.

We have been in contact with technical support to align our objectives and to determine their effectiveness and for information regarding updates. We have been satisfied with the support and we have not needed them for any issues, only information.

Technical support is good.

BMC's technical support is pretty good. They do have ups and downs. In the past, it was very good but there was a certain period of time where they had support from overseas, from India. The quality of support was not as good as the traditional one, but I do see that it is getting better now.

I really don't have interactions with support myself directly. Some people who work for my company, they do that. 

The technical support does a good job. I used to be a BMC consultant back until 2013, and in those times, the support was very good.

The tool's support is good. 

Customer Service:

People buy from people. If your account rep is a good one, all goes well. You cannot answer that easily. I have seen light and shadow, as one could say.

Technical Support:

Support has room for improvement. Very often, you find yourself answering the very same questions over and over again. I would give it a 6-7.

Technical support used to be better a few years ago. The level was slightly lower than expected. For the time being, it's not great, but occasionally they are good, but that is dependent on the consultant who answers the phone.

They usually respond quickly, but it's not the solution we require, and it's not always effective, but it can be. Technical training would help.

We don't use BMC technical support directly, we go through a partner. 

Excellent support from the vendor. Support technicians and developers are all available to help if there is an issue. Support cases are tracked and the resolution (of the same) is pushed to be done faster.

Technical support from BMC was good, had to wait a little longer some times for a response which complicated things with the client.

BMC support is very good, and they always find solutions. They can give you a release back or batch it if somebody needs assistance. This is a good thing for BMC support. BMC support is very good, and you can get the full journey if you have the full solution. 

BMC TrueSight Operations Management has a module covering all the applications and search, the website hardware utilization, and the traffic and storage. You can get all the details, and it will be better if you have different websites. You have the full journey and no need to bother the tool itself.

The technical support is satisfactory.

I have not used the support from BMC TrueSight Operations Management.

Support quality is good.