Remedy ITSM Support
At Front Metrics Technologies, we help our customers succeed. We realize that your BMC Remedy ITSM products are an integral part of your business-critical environment. That is why we provide comprehensive customer support services 24 X 7. Whether it's a basic question or complex product issue, our support services and expert technical analysts are available to effectively address your every need.
Front Metrics Technologies offers three support levels as follows:
Front Metrics Technologies Silver Support
Front Metrics Technologies Silver Support is our base offering. It is available eight hours per day during standard local office hours, each day of the five-day work week (excluding published holidays), and features a response turnaround time of four business hours for Severity 1 issues.
Front Metrics Technologies Gold Support
Front Metrics Technologies Gold Support offers the same great benefits as Basic Support, but emphasizes responsiveness. It is available 12 local business hours per day, each day of the five-day work week (excluding published holidays), and features a faster response turnaround time on all your issues including one business hour response for Severity 1 issues.
Front Metrics Technologies Platinum Support
Front Metrics Technologies Platinum Support provides the most comprehensive support 24 hours a day, 7 days a week (including published holidays) for Severity 1 issues.
Front Metrics Technologies Customer Support teams use incident tracking software to ensure efficient, timely resolution of your support requests. This software lets us create a detailed incident report (case), track it through to completion, and reference the resolution to assist other customers that use the same product. Metrics gathered from this incident tracking software are utilized to measure our Customer Support's performance.
Each support incident is handled first by Customer Care who collects the information necessary to initiate the support process and records it in the incident tracking software. The Customer Care team routes cases and calls to the appropriate Technical Support team or manager. Technical Support uses the information gathered by Customer Care to further analyze the issue presented by the customer. Technical Support provides resolutions to product-specific problems and answers to more complex usage questions, working directly with Developer/Maintenance Support, as necessary.