BMC TrueSight Server Automation Customer Service and Technical Support

Jeremy Bragg
Infrastructure Tools Architect at a pharma/biotech company with 10,001+ employees
Their level-two tech support is fantastic. Their level-one support can be very iffy. They immediately come in thinking you know nothing about the product, although I've already gone through a bunch of triage steps. The most frustrating one is that I will make a ticket, and when I make ticket I can't append screenshots to it. I'll get a notification of the ticket, and then I'll reply back with my addendums: Here's a screenshot of what's going on. Here's the log data. There are a couple of them who will reply back - they won't even look at the ticket - and say, "Can you send me a screenshot and this log data?" And I'm thinking, "Just look at the ticket. I did that three hours ago." There a few like that but they have some really good support people, too. I really like working with their patching guy, Joe. He's fantastic. And John in reporting is phenomenal. So they've got some really good resources. Fortunately, I've worked with them long enough that the issues that I bring are normally really deep issues, so I get escalated to engineering fairly quickly, and that's been very helpful as well. View full review »
Technica2f69
Technical Architect at a comms service provider with 10,001+ employees
We have had no issues nor problems with BMC's technical support. With TrueSight Server Automation, we haven't really had any need to speak to the support. The times that we have had to speak to support, we have had a quick turnaround. We have had no issues at this time with TrueSight Server Automation support from BMC. View full review »
TechLeade6ef
Tech Lead at a tech services company with 10,001+ employees
BMC was very helpful in those areas where we submitted tickets. Overall their technical support was very good. It helped a lot. View full review »
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Security9512
Security Architect at a outsourcing company with 10,001+ employees
Technical support for this solution is very responsive. The team has opened multiple cases and all of them have been resolved for the first two weeks. View full review »
Advisor879d
Advisor at a government with 1,001-5,000 employees
I would rate the technical support for this solution an eight out of ten. View full review »
Lavanya Bobba
Infrastructure Operations Manager at Cognizant
Technical support is good. View full review »
Find out what your peers are saying about BMC, Red Hat, Puppet and others in Configuration Management. Updated: February 2020.
397,717 professionals have used our research since 2012.