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Escalating A Problem With BMC Customer Support: 01 October 2015

This document provides guidance on escalating issues with BMC Customer Support. There are multiple ways to escalate a concern, including contacting managers directly. When an issue is escalated, a manager will evaluate the problem, create a resolution plan, maintain communication with the customer, and track the escalation. Issues may also be escalated to R&D if support is unable to resolve the problem and certain criteria are met.

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46 views3 pages

Escalating A Problem With BMC Customer Support: 01 October 2015

This document provides guidance on escalating issues with BMC Customer Support. There are multiple ways to escalate a concern, including contacting managers directly. When an issue is escalated, a manager will evaluate the problem, create a resolution plan, maintain communication with the customer, and track the escalation. Issues may also be escalated to R&D if support is unable to resolve the problem and certain criteria are met.

Uploaded by

Paige Smith
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Frequently Asked Questions

Escalating a problem with


BMC Customer Support

01 October 2015
When to Escalate
If you have an issue that is not being resolved appropriately to meet your business needs,
you can raise awareness with support management to ensure the necessary follow up and
level of attention is occurring on your issue.

How to Escalate
Concerns regarding support issues may be escalated to management using one of the
following methods:

 Contact the BMC Technical Support Analyst’s (TSA) manager directly. When a TSA
takes ownership of an issue, the TSA sends out an email containing the TSA’s
manager.

 Ask the TSA working an issue to escalate the issue to management.

 Contact the BMC Customer Support call center to request an escalation to support
management.

 A BMC account manager can be contacted to escalate an issue to support


management.

Note: please include the issue number and the reason why the escalation is being
requested on any communications

What Happens When an Issue is Escalated?


 The manager conducts a situation appraisal to determine the cause of the customer’s
concern.

 The manager creates a remediation plan and expected time line to address the issue,
which is communicated to the customer.

 The manager maintains regular contact with the customer until the concern is resolved
to the customer’s satisfaction.
 Each manager tracks their customer escalations and BMC Customer Support
executives are regularly updated on each customer escalation. If an issue fails to be
adequately resolved through the standard escalation process described, BMC
Customer Support executives are assigned to take ownership of the resolution plan.

When Does R&D Get Involved in an Escalation?

 If an issue has not been escalated to R&D and Support management determines
Support has exhausted the diagnostic steps to troubleshoot the issue and/or the nature
of the issue warrants an immediate escalation, the issue will be escalated to
development/level 3 support.

 In order to escalate to R&D certain criteria have to be met which include:

o Validating the issue reflects the correct severity level and reclassify it if
necessary

o Verifying the problem statement is correct (i.e. clear detailed description of the
issue)

o Completing escalation templates with all required information

o Documenting the detailed findings and analysis done including what was the
last change made before the symptom occurred

o Documenting the steps taken to try to recreate the problem including


screenshots, files, and/or driver scripts

o Providing all the relevant environment

For More Information

To learn more on BMC Customer Support, please visit www.bmc.com/support.

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