I wanted to throw this out to see if anyone had some input. I am
paying about $8000 a year to Remedy in support costs. This seems
pretty extravagant given my utilization- including downloads. Anyone
found a good way to save money in support costs either through
existing Remedy programs (I am currently Basic) or through other
means? Thanks,

Brad

Well, if you have contacted Remedy Support as often as you have us, :) that's one good return on investment. The fact that bug fixes, new releases, all documentation, and many other things on the Support site are included would be others. Perhaps you should spend a little time poking around to see what might better justify the expense.

Rick



From: Brad Terhune
Sent: Tue 11/16/2004 11:25 AM
To: ARSLIST@ARSLIST.ORG
Subject: Remedy Support Costs


I wanted to throw this out to see if anyone had some input. I am
paying about $8000 a year to Remedy in support costs. This seems
pretty extravagant given my utilization- including downloads. Anyone
found a good way to save money in support costs either through
existing Remedy programs (I am currently Basic) or through other
means? Thanks,

Brad

Rick,

You may be right. Perhaps I am mis-evaluating the value of the
support I am currently receiving.
As I indicated, I am not necessarily looking to abandon Remedy
support. Everyone on this list has been great- there are so many
things that I have done with Remedy with you guys' help. However, I
know that if disaster struck tomorrow I would need some type of
certified support. Thanks,

Brad


On Tue, 16 Nov 2004 11:43:57 -0800, Rick Cook wrote:
> **
>
> Well, if you have contacted Remedy Support as often as you have us, :)
> that's one good return on investment. The fact that bug fixes, new
> releases, all documentation, and many other things on the Support site are
> included would be others. Perhaps you should spend a little time poking
> around to see what might better justify the expense.
>
> Rick
>
>
> From: Brad Terhune
> Sent: Tue 11/16/2004 11:25 AM
> To: ARSLIST@ARSLIST.ORG
> Subject: Remedy Support Costs
>
>
> I wanted to throw this out to see if anyone had some input. I am
paying
> about $8000 a year to Remedy in support costs. This seems
pretty extravagant
> given my utilization- including downloads. Anyone
found a good way to save
> money in support costs either through
existing Remedy programs (I am
> currently Basic) or through other
means?
> Thanks,

Brad


UNSUBSCRIBE
> or access ARSList Archives at http://www.ARSLIST.org (Support:
> mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> www.QMXS.com

> UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
> mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> www.QMXS.com This posting was submitted via the Web interface

Have you looked through the arslist archives? This subject has been
covered numerous times and probably most of the information still
holds true.

Good luck,
Susan


On Tue, 16 Nov 2004 14:54:06 -0600, Brad Terhune wrote:
> Rick,
>
> You may be right. Perhaps I am mis-evaluating the value of the
> support I am currently receiving.
> As I indicated, I am not necessarily looking to abandon Remedy
> support. Everyone on this list has been great- there are so many
> things that I have done with Remedy with you guys' help. However, I
> know that if disaster struck tomorrow I would need some type of
> certified support. Thanks,
>
> Brad
>
> On Tue, 16 Nov 2004 11:43:57 -0800, Rick Cook wrote:
> > **
>
>
> >
> > Well, if you have contacted Remedy Support as often as you have us, :)
> > that's one good return on investment. The fact that bug fixes, new
> > releases, all documentation, and many other things on the Support site are
> > included would be others. Perhaps you should spend a little time poking
> > around to see what might better justify the expense.
> >
> > Rick
> >
> >
> > From: Brad Terhune
> > Sent: Tue 11/16/2004 11:25 AM
> > To: ARSLIST@ARSLIST.ORG
> > Subject: Remedy Support Costs
> >
> >
> > I wanted to throw this out to see if anyone had some input. I am
> paying
> > about $8000 a year to Remedy in support costs. This seems
> pretty extravagant
> > given my utilization- including downloads. Anyone
> found a good way to save
> > money in support costs either through
> existing Remedy programs (I am
> > currently Basic) or through other
> means?
> > Thanks,
>
> Brad
>
>
> UNSUBSCRIBE
> > or access ARSList Archives at http://www.ARSLIST.org (Support:
> > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> > www.QMXS.com
>
> > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
> > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> > www.QMXS.com This posting was submitted via the Web interface
>
>
>
>

$8000 is pretty low! I'd be happy to pay that little!

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
clairesanford@mhhs.org


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
Sent: Tuesday, November 16, 2004 2:54 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy Support Costs


Rick,

You may be right. Perhaps I am mis-evaluating the value of the
support I am currently receiving.
As I indicated, I am not necessarily looking to abandon Remedy
support. Everyone on this list has been great- there are so many
things that I have done with Remedy with you guys' help. However, I
know that if disaster struck tomorrow I would need some type of
certified support. Thanks,

Brad


On Tue, 16 Nov 2004 11:43:57 -0800, Rick Cook wrote:
> **
>
> Well, if you have contacted Remedy Support as often as you have us, :)
> that's one good return on investment. The fact that bug fixes, new
> releases, all documentation, and many other things on the Support site are
> included would be others. Perhaps you should spend a little time poking
> around to see what might better justify the expense.
>
> Rick
>
>
> From: Brad Terhune
> Sent: Tue 11/16/2004 11:25 AM
> To: ARSLIST@ARSLIST.ORG
> Subject: Remedy Support Costs
>
>
> I wanted to throw this out to see if anyone had some input. I am
paying
> about $8000 a year to Remedy in support costs. This seems
pretty extravagant
> given my utilization- including downloads. Anyone
found a good way to save
> money in support costs either through
existing Remedy programs (I am
> currently Basic) or through other
means?
> Thanks,

Brad


UNSUBSCRIBE
> or access ARSList Archives at http://www.ARSLIST.org (Support:
> mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> www.QMXS.com

> UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
> mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> www.QMXS.com This posting was submitted via the Web interface

No, I haven't looked through the archives. I will look through them
now. Thanks,

Brad


On Tue, 16 Nov 2004 15:02:32 -0600, Sanford, Claire
wrote:
> $8000 is pretty low! I'd be happy to pay that little!
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> Phone: 713 448 6035
> clairesanford@mhhs.org
>
>
>
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
> Sent: Tuesday, November 16, 2004 2:54 PM
> To: ARSLIST@ARSLIST.ORG
> Subject: Re: Remedy Support Costs
>
> Rick,
>
> You may be right. Perhaps I am mis-evaluating the value of the
> support I am currently receiving.
> As I indicated, I am not necessarily looking to abandon Remedy
> support. Everyone on this list has been great- there are so many
> things that I have done with Remedy with you guys' help. However, I
> know that if disaster struck tomorrow I would need some type of
> certified support. Thanks,
>
> Brad
>
> On Tue, 16 Nov 2004 11:43:57 -0800, Rick Cook wrote:
> > **
> >
> > Well, if you have contacted Remedy Support as often as you have us, :)
> > that's one good return on investment. The fact that bug fixes, new
> > releases, all documentation, and many other things on the Support site are
> > included would be others. Perhaps you should spend a little time poking
> > around to see what might better justify the expense.
> >
> > Rick
> >
> >
> > From: Brad Terhune
> > Sent: Tue 11/16/2004 11:25 AM
> > To: ARSLIST@ARSLIST.ORG
> > Subject: Remedy Support Costs
> >
> >
> > I wanted to throw this out to see if anyone had some input. I am
> paying
> > about $8000 a year to Remedy in support costs. This seems
> pretty extravagant
> > given my utilization- including downloads. Anyone
> found a good way to save
> > money in support costs either through
> existing Remedy programs (I am
> > currently Basic) or through other
> means?
> > Thanks,
>
> Brad
>
>
> UNSUBSCRIBE
> > or access ARSList Archives at http://www.ARSLIST.org (Support:
> > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> > www.QMXS.com
>
> > UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org (Support:
> > mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES at
> > www.QMXS.com This posting was submitted via the Web interface
>
>
>
>
>
>
>

No doubt! Multiply that by 8! :)

Dave Drake
Remedy Administrator

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Tuesday, November 16, 2004 3:03 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy Support Costs

$8000 is pretty low! I'd be happy to pay that little!

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
clairesanford@mhhs.org


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Brad Terhune
Sent: Tuesday, November 16, 2004 2:54 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy Support Costs


Rick,

You may be right. Perhaps I am mis-evaluating the value of the
support I am currently receiving.
As I indicated, I am not necessarily looking to abandon Remedy
support. Everyone on this list has been great- there are so many
things that I have done with Remedy with you guys' help. However, I
know that if disaster struck tomorrow I would need some type of
certified support. Thanks,

Brad


On Tue, 16 Nov 2004 11:43:57 -0800, Rick Cook
wrote:
> **
>
> Well, if you have contacted Remedy Support as often as you have us, :)
> that's one good return on investment. The fact that bug fixes, new
> releases, all documentation, and many other things on the Support site
are
> included would be others. Perhaps you should spend a little time
poking
> around to see what might better justify the expense.
>
> Rick
>
>
> From: Brad Terhune
> Sent: Tue 11/16/2004 11:25 AM
> To: ARSLIST@ARSLIST.ORG
> Subject: Remedy Support Costs
>
>
> I wanted to throw this out to see if anyone had some input. I am
paying
> about $8000 a year to Remedy in support costs. This seems
pretty extravagant
> given my utilization- including downloads. Anyone
found a good way to save
> money in support costs either through
existing Remedy programs (I am
> currently Basic) or through other
means?
> Thanks,

Brad



UNSUBSCRIBE
> or access ARSList Archives at http://www.ARSLIST.org (Support:
> mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES
at
> www.QMXS.com


> UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support:
> mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT SERVICES
at
> www.QMXS.com This posting was submitted via the Web interface



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com



UNSUBSCRIBE or access ARSList Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org ) ARSList is hosted by QMX SUPPORT
SERVICES at www.QMXS.com


"MMS " made the following
annotations on 11/16/2004 05:02:43 PM

CONFIDENTIALITY NOTICE: This e-mail message including attachments, if any, is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Thank you.

Indeed, Claire and Dave are like most Remedy customers who pay WAY more than
$8,000 per year in Remedy annual maintenance fees. Most pay five figures
and you'd be amazed how many customers pay six figures each year.

One of the services ITM3 California offers is reviewing Remedy maintenance
plans and suggesting ways to reduce those annual costs, typically resulting
in substantial savings. However, we strongly recommend remaining on
maintenance for a variety of reasons:

1. Technical support. Sooner or later you'll likely face the dreaded
"system meltdown" scenario. We can't imagine facing this situation without
an active Remedy support contract in place.

2. Free patches and upgrades. The creative folks at Remedy are always
fixing bugs and pumping out new features, not to mention rolling out new
releases. Why not remain part of the family and take advantage of these
benefits?

3. Stay current. Remedy products (and third-party "aftermarket"
products) do evolve over time. If you don't keep reasonably current with
Remedy releases you will be left behind and it will become increasingly
difficult to maintain (or find someone to help you maintain) your production
systems. Oh, and then there's compatibility issues with your database
(unless you plan on taking that off maintenance as well).

4. The ARSlist is great but . . . it's not a substitution for direct
Remedy technical support. Or put another way, when you have an outage on a
critical Remedy solution, are you prepared to rely on the ARSlist for
support, or would you rather open a support ticket directly with Remedy?

All in all, $8,000 seems a small price for a large chunk of peace of mind.

-- Bing

Bradford Bingel ("Bing")
ITM3 California
http://www.itm3.com/
bing@itm3.com (email)
925-260-6394 (mobile)

-----Original Message-----
From: Action Request System discussion list(ARSList) [
mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Drake,
Dave (Bowne)
Sent: Tuesday, November 16, 2004 3:03 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Remedy Support Costs

No doubt! Multiply that by 8! :)

Dave Drake
Remedy Administrator

-----Original Message-----



From: Action Request System discussion list(ARSList)

Many thanks for all the useful input. I guess I didn't realize how
much other folks were paying. My project is actually quite small in
stature when compared with many other users- which has a lot to do
with the support cost.
I only have 13 licenses counting both floating and fixed right now
(plus the HelpDesk licenses). I agree with you all that the
maintenance, support and downloads are integral to my project. I just
thought there might be a "per incident" cost or something to that
effect. By the way, I couldn't find a lot of coverage in the
archives. Guess I was using the wrong keywords. I have been
searching under "support" and "cost". Thanks again,

Brad



On Tue, 16 Nov 2004 22:18:51 -0800, Bradford Bingel wrote:
> Indeed, Claire and Dave are like most Remedy customers who pay WAY more than
> $8,000 per year in Remedy annual maintenance fees. Most pay five figures
> and you'd be amazed how many customers pay six figures each year.
>
> One of the services ITM3 California offers is reviewing Remedy maintenance
> plans and suggesting ways to reduce those annual costs, typically resulting
> in substantial savings. However, we strongly recommend remaining on
> maintenance for a variety of reasons:
>
> 1. Technical support. Sooner or later you'll likely face the dreaded
> "system meltdown" scenario. We can't imagine facing this situation without
> an active Remedy support contract in place.
>
> 2. Free patches and upgrades. The creative folks at Remedy are always
> fixing bugs and pumping out new features, not to mention rolling out new
> releases. Why not remain part of the family and take advantage of these
> benefits?
>
> 3. Stay current. Remedy products (and third-party "aftermarket"
> products) do evolve over time. If you don't keep reasonably current with
> Remedy releases you will be left behind and it will become increasingly
> difficult to maintain (or find someone to help you maintain) your production
> systems. Oh, and then there's compatibility issues with your database
> (unless you plan on taking that off maintenance as well).
>
> 4. The ARSlist is great but . . . it's not a substitution for direct
> Remedy technical support. Or put another way, when you have an outage on a
> critical Remedy solution, are you prepared to rely on the ARSlist for
> support, or would you rather open a support ticket directly with Remedy?
>
> All in all, $8,000 seems a small price for a large chunk of peace of mind.
>
> -- Bing
>
> Bradford Bingel ("Bing")
> ITM3 California
> http://www.itm3.com/
> bing@itm3.com (email)
> 925-260-6394 (mobile)
>
>
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList) [
> mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Drake,
> Dave (Bowne)
> Sent: Tuesday, November 16, 2004 3:03 PM
> To: ARSLIST@ARSLIST.ORG
> Subject: Re: Remedy Support Costs
>
> No doubt! Multiply that by 8! :)
>
> Dave Drake
> Remedy Administrator
>
> -----Original Message-----
>
>
>
> From: Action Request System discussion list(ARSList)
>