Non-authorized Remedy support gives you the willies? What the heck do you think are we, chopped liver? :~)

Rick

-----Original Message-----
From: Bradford Bingel [mailto:bing@ITM3.COM]
Sent: Thursday, January 16, 2003 23:36 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Sorry for the delayed response -- I've been at "Remedy Charm School" (training) for the entire day/evening and just now getting caught up.

I'd suggest contacting your current reseller (from whom you've previously purchased licenses) and ask what they can do for you. Some resellers may be more willing to help than others. And as I mentioned earlier, very few will be able to discount support, and even then, only under certain circumstances. (The real reason to use a reseller is you'll likely receive more attentive service and assistance in reviewing your support "profile".)

If you purchased all your licenses directly from Remedy, you should direct all questions to the Remedy renewals team member listed on your invoice.

And Edward Earl Brown is correct -- no matter from whom you purchase/renew support, all services are ultimately provided by Remedy.

Non-Remedy-authorized support for your Remedy applications? I get the willies just thinking about it . . .

-- Bing

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Shawn Stonequist
Sent: Thursday, January 16, 2003 4:52 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Bing,

Do you know of any that would support the Chicago land area? My company is considering renewing and Remedy's prices are somewhat high for our small company tastes- it would be nice to be able to have some options. Aside from not being Remedy itself, are there any other drawbacks to receiving non-Remedy support?

Shawn

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Bradford Bingel
Sent: Thursday, January 16, 2003 00:49
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**

Some Remedy resellers are still able to offer support contract renewals, though discounts are extremely rare. Also, partners tent to be more responsive than Remedy direct (sorry, Remedy!), and a good account manager will help review your support "profile", make sure you understand every line item, and suggest ways to further reduce costs. (Personally, I've already walked a few customers through this process, and would be happy to help you as well. Call!)

-- Bing

Bradford Bingel ("Bing")
ITM3 - San Francisco Bay Area
bing@itm3.com (email)
925-260-6394 (mobile)

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


You may control your subscription options, including UNSUBSCRIBE,and ACCESS THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send eMail to support@arslist.org
From: Action Request System discussion list(ARSList)

No, I don't want someone to call me... I am happy with Remedy Technical Support and the service I receive from them. As a matter of fact, I recommend them!

But, what is a support "profile"?

Claire


-----Original Message-----
From: Bradford Bingel [mailto:bing@ITM3.COM]
Sent: Friday, January 17, 2003 1:36 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Sorry for the delayed response -- I've been at "Remedy Charm School" (training) for the entire day/evening and just now getting caught up.

I'd suggest contacting your current reseller (from whom you've previously purchased licenses) and ask what they can do for you. Some resellers may be more willing to help than others. And as I mentioned earlier, very few will be able to discount support, and even then, only under certain circumstances. (The real reason to use a reseller is you'll likely receive more attentive service and assistance in reviewing your support "profile".)

If you purchased all your licenses directly from Remedy, you should direct all questions to the Remedy renewals team member listed on your invoice.

And Edward Earl Brown is correct -- no matter from whom you purchase/renew support, all services are ultimately provided by Remedy.

Non-Remedy-authorized support for your Remedy applications? I get the willies just thinking about it . . .

-- Bing

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Shawn Stonequist
Sent: Thursday, January 16, 2003 4:52 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Bing,

Do you know of any that would support the Chicago land area? My company is considering renewing and Remedy's prices are somewhat high for our small company tastes- it would be nice to be able to have some options. Aside from not being Remedy itself, are there any other drawbacks to receiving non-Remedy support?

Shawn
-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Bradford Bingel
Sent: Thursday, January 16, 2003 00:49
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Some Remedy resellers are still able to offer support contract renewals, though discounts are extremely rare. Also, partners tent to be more responsive than Remedy direct (sorry, Remedy!), and a good account manager will help review your support "profile", make sure you understand every line item, and suggest ways to further reduce costs. (Personally, I've already walked a few customers through this process, and would be happy to help you as well. Call!)

-- Bing

Bradford Bingel ("Bing")
ITM3 - San Francisco Bay Area
bing@itm3.com (email)
925-260-6394 (mobile)

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Scott Hammons
Sent: Wednesday, January 15, 2003 12:25 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


Charles,

I just went through this process. Remedy is taking control of all
support contracts. You won't be able to get quotes from anyone else.

Scott


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Charles Lowe
Sent: Wednesday, January 15, 2003 1:42 PM
To: ARSLIST@ARSLIST.ORG
Subject: Official Remedy Support Contract


Just curious, anyone every bid this out and got a lower cost than direct
from Remedy?

"There are no boundries for those with imagination and the ability to
wield it."

Regards,
Charles Lowe, Remedy Analyst
IT - Enterprise Technology & Operations
Royal Caribbean International & Celebrity Cruises
Phone (305)982-2937 Cell (786)218-0027



You may control your subscription options, including UNSUBSCRIBE,and
ACCESS THE ARCHIVES at http://www.ARSLIST.org. For ARSList support,
please send eMail to support@arslist.org


You may control your subscription options, including UNSUBSCRIBE,and ACCESS THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send eMail to support@arslist.org

To UNSUBSCRIBE, email the message "unsubscribe arslist" to: listserv@arslist.org You may also control your subscription options, including UNSUBSCRIBE, at http://www.ARSLIST.org This posting was submitted via the Web interface
To UNSUBSCRIBE, email the message "unsubscribe arslist" to: listserv@arslist.org You may also control your subscription options, including UNSUBSCRIBE, at http://www.ARSLIST.org This posting was submitted via the Web interface To UNSUBSCRIBE, email the message "unsubscribe arslist" to: listserv@arslist.org You may also control your subscription options, including UNSUBSCRIBE, at http://www.ARSLIST.org This posting was submitted via the Web interface


You may control your subscription options, including UNSUBSCRIBE,and ACCESS THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send eMail to support@arslist.org

Claire,
My Original posting is being cleared as I type,
However.. I have talked to many of the Customer support folks at
remedy..
This is the Consensus ...We can solve more tickets without an ONLY Email
platform... (For Basic)
You cannot properly type out your situation with the correct results via
Email.
I can explain what I need in 2 min, it takes me sometimes 8 emails over a 2
month SPAN of time
And they finally call and it is then solved in 10 Minutes.. This is a bit
Overkill in Administrative headache.
I would allow phone calls to Basic customers, NOT incoming but from us
(Remedy support) only.. If they are not there, leave a message... They
somewhat do that now.. But this 4 ~ 12 Email Over Weeks is ridiculous.
I know I have to Sleep/ Work on the EAST COAST TIME (Often get phone calls
between 5:30pm and 7:30pm ?)/
Go to the Bathroom / Lunch and Coffee... =8-) But call me where I am in...

-----Original Message-----
From: Sanford, Claire [mailto:ClaireSanford@MHHS.ORG]
Sent: Friday, January 17, 2003 11:20 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


No, I don't want someone to call me... I am happy with Remedy Technical
Support and the service I receive from them. As a matter of fact, I
recommend them!

But, what is a support "profile"?

Claire


-----Original Message-----
From: Bradford Bingel [mailto:bing@ITM3.COM]
Sent: Friday, January 17, 2003 1:36 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Sorry for the delayed response -- I've been at "Remedy Charm School"
(training) for the entire day/evening and just now getting caught up.

I'd suggest contacting your current reseller (from whom you've previously
purchased licenses) and ask what they can do for you. Some resellers may be
more willing to help than others. And as I mentioned earlier, very few will
be able to discount support, and even then, only under certain
circumstances. (The real reason to use a reseller is you'll likely receive
more attentive service and assistance in reviewing your support "profile".)

If you purchased all your licenses directly from Remedy, you should direct
all questions to the Remedy renewals team member listed on your invoice.

And Edward Earl Brown is correct -- no matter from whom you purchase/renew
support, all services are ultimately provided by Remedy.

Non-Remedy-authorized support for your Remedy applications? I get the
willies just thinking about it . . .

-- Bing

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Shawn Stonequist
Sent: Thursday, January 16, 2003 4:52 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Bing,

Do you know of any that would support the Chicago land area? My company is
considering renewing and Remedy's prices are somewhat high for our small
company tastes- it would be nice to be able to have some options. Aside from
not being Remedy itself, are there any other drawbacks to receiving
non-Remedy support?

Shawn
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Bradford Bingel
Sent: Thursday, January 16, 2003 00:49
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Some Remedy resellers are still able to offer support contract renewals,
though discounts are extremely rare. Also, partners tent to be more
responsive than Remedy direct (sorry, Remedy!), and a good account manager
will help review your support "profile", make sure you understand every line
item, and suggest ways to further reduce costs. (Personally, I've already
walked a few customers through this process, and would be happy to help you
as well. Call!)

-- Bing

Bradford Bingel ("Bing")
ITM3 - San Francisco Bay Area
bing@itm3.com (email)
925-260-6394 (mobile)

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Scott Hammons
Sent: Wednesday, January 15, 2003 12:25 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


Charles,

I just went through this process. Remedy is taking control of all support
contracts. You won't be able to get quotes from anyone else.

Scott


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Charles Lowe
Sent: Wednesday, January 15, 2003 1:42 PM
To: ARSLIST@ARSLIST.ORG
Subject: Official Remedy Support Contract


Just curious, anyone every bid this out and got a lower cost than direct
from Remedy?

"There are no boundries for those with imagination and the ability to wield
it."

Regards,
Charles Lowe, Remedy Analyst
IT - Enterprise Technology & Operations
Royal Caribbean International & Celebrity Cruises
Phone (305)982-2937 Cell (786)218-0027



You may control your subscription options, including UNSUBSCRIBE,and ACCESS
THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send
eMail to support@arslist.org



You may control your subscription options, including UNSUBSCRIBE,and ACCESS
THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send
eMail to support@arslist.org


To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
listserv@arslist.org You may also control your subscription options,
including UNSUBSCRIBE, at http://www.ARSLIST.org This posting was submitted
via the Web interface

To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
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via the Web interface

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via the Web interface



You may control your subscription options, including UNSUBSCRIBE,and ACCESS
THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send
eMail to support@arslist.org


You may control your subscription options, including UNSUBSCRIBE,and ACCESS THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send eMail to support@arslist.org

I think it's the parameters around which your relationship with Remedy Support and Sales revolve. Your level of support, if you will.

I agree, Remedy Support's doing OK now.

Rick

-----Original Message-----
From: Sanford, Claire [mailto:ClaireSanford@MHHS.ORG]
Sent: Friday, January 17, 2003 8:20 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


No, I don't want someone to call me... I am happy with Remedy Technical Support and the service I receive from them. As a matter of fact, I recommend them!

But, what is a support "profile"?

Claire


-----Original Message-----
From: Bradford Bingel [mailto:bing@ITM3.COM]
Sent: Friday, January 17, 2003 1:36 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Sorry for the delayed response -- I've been at "Remedy Charm School" (training) for the entire day/evening and just now getting caught up.

I'd suggest contacting your current reseller (from whom you've previously purchased licenses) and ask what they can do for you. Some resellers may be more willing to help than others. And as I mentioned earlier, very few will be able to discount support, and even then, only under certain circumstances. (The real reason to use a reseller is you'll likely receive more attentive service and assistance in reviewing your support "profile".)

If you purchased all your licenses directly from Remedy, you should direct all questions to the Remedy renewals team member listed on your invoice.

And Edward Earl Brown is correct -- no matter from whom you purchase/renew support, all services are ultimately provided by Remedy.

Non-Remedy-authorized support for your Remedy applications? I get the willies just thinking about it . . .

-- Bing

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Shawn Stonequist
Sent: Thursday, January 16, 2003 4:52 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Bing,

Do you know of any that would support the Chicago land area? My company is considering renewing and Remedy's prices are somewhat high for our small company tastes- it would be nice to be able to have some options. Aside from not being Remedy itself, are there any other drawbacks to receiving non-Remedy support?

Shawn
-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Bradford Bingel
Sent: Thursday, January 16, 2003 00:49
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Some Remedy resellers are still able to offer support contract renewals, though discounts are extremely rare. Also, partners tent to be more responsive than Remedy direct (sorry, Remedy!), and a good account manager will help review your support "profile", make sure you understand every line item, and suggest ways to further reduce costs. (Personally, I've already walked a few customers through this process, and would be happy to help you as well. Call!)

-- Bing

Bradford Bingel ("Bing")
ITM3 - San Francisco Bay Area
bing@itm3.com (email)
925-260-6394 (mobile)

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Scott Hammons
Sent: Wednesday, January 15, 2003 12:25 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


Charles,

I just went through this process. Remedy is taking control of all
support contracts. You won't be able to get quotes from anyone else.

Scott


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Charles Lowe
Sent: Wednesday, January 15, 2003 1:42 PM
To: ARSLIST@ARSLIST.ORG
Subject: Official Remedy Support Contract


Just curious, anyone every bid this out and got a lower cost than direct
from Remedy?

"There are no boundries for those with imagination and the ability to
wield it."

Regards,
Charles Lowe, Remedy Analyst
IT - Enterprise Technology & Operations
Royal Caribbean International & Celebrity Cruises
Phone (305)982-2937 Cell (786)218-0027



You may control your subscription options, including UNSUBSCRIBE,and
ACCESS THE ARCHIVES at http://www.ARSLIST.org. For ARSList support,
please send eMail to support@arslist.org


You may control your subscription options, including UNSUBSCRIBE,and ACCESS THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send eMail to support@arslist.org

To UNSUBSCRIBE, email the message "unsubscribe arslist" to: listserv@arslist.org You may also control your subscription options, including UNSUBSCRIBE, at http://www.ARSLIST.org This posting was submitted via the Web interface
To UNSUBSCRIBE, email the message "unsubscribe arslist" to: listserv@arslist.org You may also control your subscription options, including UNSUBSCRIBE, at http://www.ARSLIST.org This posting was submitted via the Web interface To UNSUBSCRIBE, email the message "unsubscribe arslist" to: listserv@arslist.org You may also control your subscription options, including UNSUBSCRIBE, at http://www.ARSLIST.org This posting was submitted via the Web interface


You may control your subscription options, including UNSUBSCRIBE,and ACCESS THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send eMail to support@arslist.org


You may control your subscription options, including UNSUBSCRIBE,and ACCESS THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send eMail to support@arslist.org

Sorry, Pat, but having seen your emails, I can see why a phone call would be more efficient. 8P In my case, it's usually the opposite - I can be more structured and thorough in an email than I can in a phone call.

Of course it helps speed the process when one has asked enough questions to Support to be able to know what information they are going to need (platform info, what you've tried, etc.) without making them ask for it.

Rick

-----Original Message-----
From: Zandi Patrick S TSgt AFRL/IFOSS [mailto:Patrick.Zandi@RL.AF.MIL]
Sent: Friday, January 17, 2003 9:36 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


Claire,
My Original posting is being cleared as I type,
However.. I have talked to many of the Customer support folks at
remedy..
This is the Consensus ...We can solve more tickets without an ONLY Email
platform... (For Basic)
You cannot properly type out your situation with the correct results via
Email.
I can explain what I need in 2 min, it takes me sometimes 8 emails over a 2
month SPAN of time
And they finally call and it is then solved in 10 Minutes.. This is a bit
Overkill in Administrative headache.
I would allow phone calls to Basic customers, NOT incoming but from us
(Remedy support) only.. If they are not there, leave a message... They
somewhat do that now.. But this 4 ~ 12 Email Over Weeks is ridiculous.
I know I have to Sleep/ Work on the EAST COAST TIME (Often get phone calls
between 5:30pm and 7:30pm ?)/
Go to the Bathroom / Lunch and Coffee... =8-) But call me where I am in...

-----Original Message-----
From: Sanford, Claire [mailto:ClaireSanford@MHHS.ORG]
Sent: Friday, January 17, 2003 11:20 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


No, I don't want someone to call me... I am happy with Remedy Technical
Support and the service I receive from them. As a matter of fact, I
recommend them!

But, what is a support "profile"?

Claire


-----Original Message-----
From: Bradford Bingel [mailto:bing@ITM3.COM]
Sent: Friday, January 17, 2003 1:36 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Sorry for the delayed response -- I've been at "Remedy Charm School"
(training) for the entire day/evening and just now getting caught up.

I'd suggest contacting your current reseller (from whom you've previously
purchased licenses) and ask what they can do for you. Some resellers may be
more willing to help than others. And as I mentioned earlier, very few will
be able to discount support, and even then, only under certain
circumstances. (The real reason to use a reseller is you'll likely receive
more attentive service and assistance in reviewing your support "profile".)

If you purchased all your licenses directly from Remedy, you should direct
all questions to the Remedy renewals team member listed on your invoice.

And Edward Earl Brown is correct -- no matter from whom you purchase/renew
support, all services are ultimately provided by Remedy.

Non-Remedy-authorized support for your Remedy applications? I get the
willies just thinking about it . . .

-- Bing

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Shawn Stonequist
Sent: Thursday, January 16, 2003 4:52 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Bing,

Do you know of any that would support the Chicago land area? My company is
considering renewing and Remedy's prices are somewhat high for our small
company tastes- it would be nice to be able to have some options. Aside from
not being Remedy itself, are there any other drawbacks to receiving
non-Remedy support?

Shawn
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Bradford Bingel
Sent: Thursday, January 16, 2003 00:49
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Some Remedy resellers are still able to offer support contract renewals,
though discounts are extremely rare. Also, partners tent to be more
responsive than Remedy direct (sorry, Remedy!), and a good account manager
will help review your support "profile", make sure you understand every line
item, and suggest ways to further reduce costs. (Personally, I've already
walked a few customers through this process, and would be happy to help you
as well. Call!)

-- Bing

Bradford Bingel ("Bing")
ITM3 - San Francisco Bay Area
bing@itm3.com (email)
925-260-6394 (mobile)

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Scott Hammons
Sent: Wednesday, January 15, 2003 12:25 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


Charles,

I just went through this process. Remedy is taking control of all support
contracts. You won't be able to get quotes from anyone else.

Scott


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Charles Lowe
Sent: Wednesday, January 15, 2003 1:42 PM
To: ARSLIST@ARSLIST.ORG
Subject: Official Remedy Support Contract


Just curious, anyone every bid this out and got a lower cost than direct
from Remedy?

"There are no boundries for those with imagination and the ability to wield
it."

Regards,
Charles Lowe, Remedy Analyst
IT - Enterprise Technology & Operations
Royal Caribbean International & Celebrity Cruises
Phone (305)982-2937 Cell (786)218-0027



You may control your subscription options, including UNSUBSCRIBE,and ACCESS
THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send
eMail to support@arslist.org



You may control your subscription options, including UNSUBSCRIBE,and ACCESS
THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send
eMail to support@arslist.org


To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
listserv@arslist.org You may also control your subscription options,
including UNSUBSCRIBE, at http://www.ARSLIST.org This posting was submitted
via the Web interface

To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
listserv@arslist.org You may also control your subscription options,
including UNSUBSCRIBE, at http://www.ARSLIST.org This posting was submitted
via the Web interface

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listserv@arslist.org You may also control your subscription options,
including UNSUBSCRIBE, at http://www.ARSLIST.org This posting was submitted
via the Web interface



You may control your subscription options, including UNSUBSCRIBE,and ACCESS
THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send
eMail to support@arslist.org


You may control your subscription options, including UNSUBSCRIBE,and ACCESS THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send eMail to support@arslist.org


You may control your subscription options, including UNSUBSCRIBE,and ACCESS THE ARCHIVES at http://www.ARSLIST.org. For ARSList support, please send eMail to support@arslist.org

I agree with that... My Email's are less than desirable... =8-P
Seems to me - conforming to Customers Needs is something that is a Must
though...
Not wants... Needs... =8->

-----Original Message-----
From: Rick Cook [mailto:rcook@DENALIAI.COM]
Sent: Friday, January 17, 2003 12:56 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


Sorry, Pat, but having seen your emails, I can see why a phone call would be
more efficient. 8P In my case, it's usually the opposite - I can be more
structured and thorough in an email than I can in a phone call.

Of course it helps speed the process when one has asked enough questions to
Support to be able to know what information they are going to need (platform
info, what you've tried, etc.) without making them ask for it.

Rick

-----Original Message-----
From: Zandi Patrick S TSgt AFRL/IFOSS [mailto:Patrick.Zandi@RL.AF.MIL]
Sent: Friday, January 17, 2003 9:36 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


Claire,
My Original posting is being cleared as I type,
However.. I have talked to many of the Customer support folks at
remedy.. This is the Consensus ...We can solve more tickets without an ONLY
Email platform... (For Basic) You cannot properly type out your situation
with the correct results via Email. I can explain what I need in 2 min, it
takes me sometimes 8 emails over a 2 month SPAN of time And they finally
call and it is then solved in 10 Minutes.. This is a bit Overkill in
Administrative headache. I would allow phone calls to Basic customers, NOT
incoming but from us (Remedy support) only.. If they are not there, leave a
message... They somewhat do that now.. But this 4 ~ 12 Email Over Weeks is
ridiculous. I know I have to Sleep/ Work on the EAST COAST TIME (Often get
phone calls between 5:30pm and 7:30pm ?)/ Go to the Bathroom / Lunch and
Coffee... =8-) But call me where I am in...

-----Original Message-----
From: Sanford, Claire [mailto:ClaireSanford@MHHS.ORG]
Sent: Friday, January 17, 2003 11:20 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


No, I don't want someone to call me... I am happy with Remedy Technical
Support and the service I receive from them. As a matter of fact, I
recommend them!

But, what is a support "profile"?

Claire


-----Original Message-----
From: Bradford Bingel [mailto:bing@ITM3.COM]
Sent: Friday, January 17, 2003 1:36 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Sorry for the delayed response -- I've been at "Remedy Charm School"
(training) for the entire day/evening and just now getting caught up.

I'd suggest contacting your current reseller (from whom you've previously
purchased licenses) and ask what they can do for you. Some resellers may be
more willing to help than others. And as I mentioned earlier, very few will
be able to discount support, and even then, only under certain
circumstances. (The real reason to use a reseller is you'll likely receive
more attentive service and assistance in reviewing your support "profile".)

If you purchased all your licenses directly from Remedy, you should direct
all questions to the Remedy renewals team member listed on your invoice.

And Edward Earl Brown is correct -- no matter from whom you purchase/renew
support, all services are ultimately provided by Remedy.

Non-Remedy-authorized support for your Remedy applications? I get the
willies just thinking about it . . .

-- Bing

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Shawn Stonequist
Sent: Thursday, January 16, 2003 4:52 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Bing,

Do you know of any that would support the Chicago land area? My company is
considering renewing and Remedy's prices are somewhat high for our small
company tastes- it would be nice to be able to have some options. Aside from
not being Remedy itself, are there any other drawbacks to receiving
non-Remedy support?

Shawn
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Bradford Bingel
Sent: Thursday, January 16, 2003 00:49
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Some Remedy resellers are still able to offer support contract renewals,
though discounts are extremely rare. Also, partners tent to be more
responsive than Remedy direct (sorry, Remedy!), and a good account manager
will help review your support "profile", make sure you understand every line
item, and suggest ways to further reduce costs. (Personally, I've already
walked a few customers through this process, and would be happy to help you
as well. Call!)

-- Bing

Bradford Bingel ("Bing")
ITM3 - San Francisco Bay Area
bing@itm3.com (email)
925-260-6394 (mobile)

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Scott Hammons
Sent: Wednesday, January 15, 2003 12:25 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


Charles,

I just went through this process. Remedy is taking control of all support
contracts. You won't be able to get quotes from anyone else.

Scott


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Charles Lowe
Sent: Wednesday, January 15, 2003 1:42 PM
To: ARSLIST@ARSLIST.ORG
Subject: Official Remedy Support Contract


Just curious, anyone every bid this out and got a lower cost than direct
from Remedy?

"There are no boundries for those with imagination and the ability to wield
it."

Regards,
Charles Lowe, Remedy Analyst
IT - Enterprise Technology & Operations
Royal Caribbean International & Celebrity Cruises
Phone (305)982-2937 Cell (786)218-0027



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