Support Overview

As an authorized BMC Level 1 Support Partner, we are pleased to provide your organization first level support for your Remedy-based software. As a Remedy partner since 1996, we have become a trusted partner to BMC and currently serve on their worldwide Partner Advisory Council. It is our intent to provide your organization a higher level of service, as representative of the following Rapid Technologies Level 1 Support benefits:

• A dedicated senior engineer for ongoing Remedy support via phone, web, and email. By having a dedicated engineer assigned, this will enable us to more promptly address your issues as we build our knowledge of your environment.
• Rapid Technologies Level 1 Support Desk will have direct access to BMC’s support to quickly escalate issues if required. We will be responsible for the ongoing follow-up to ensure that the escalated issue is addressed promptly.
• BMC will continue to provide your organization bug fixes, patches or workarounds and new releases or versions, to the extent they are furnished to all other Support customers without additional charge.
• In addition to having our own development lab, we will utilize Webex or VPN to troubleshoot issues.
• Provide a more complete service offering to your organization (i.e. not only provide BMC software resell and consulting services, but support services as well).