RAM Technologies, Inc.

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SUPPORT OPTIONS

 

SUPPORT FOR OUT OF SUPPORT BMC APPLICATIONS

RAM Technologies’ Customer Support offers direct access to experienced support analysts and extensive technical resources to help maximize the benefits of your BMC Software technology. Our analysts are trained and certified to help address your most pressing IT Service Management issues. We provide 8-8 EST support to minimize downtime and quickly resolve performance issues. We also offer custom bundled packages to meet your organizations needs in regards to hours and resolution times.

RAM's Support Program includes:

- Support of custom applications

- Priority attention to your call

- Current releases and versions of your product

- Fixes, patches or workarounds specific to your software

- Direct access to Customer Service to report issues via phone, email or website (self-service)

- Availability to technicians who have been trained to provide prompt, comprehensive and accurate issue resolution

- 24×7 availability of knowledge base, tech docs, and best-practice documentation via self-service

- Coordination of efforts with vendor, operations and sales to address issues that you have opened or reported

- Log incident with BMC as appropriate and document reported issues. We make every attempt to resolve the issue on a first-call basis. When that’s not possible, we work with the customer and BMC through to resolution.

- Answers to your questions about the application, ITIL® processes, and best practices; where to find additional information

- Troubleshooting of existing business automation process, advice for new implementation of business automation, and suggestions for changes to existing business rules.

 

REMOTE ADMINISTRATION SERVICES

    RAM Technologies, Inc. offers extensive administrative services for all of the BMC products as well as Salesforce.com. Our remote administrative service is an annual subscription service that optimizes an organizations use of their BMC products.  All levels of IT can benefit from our administration services while allowing Management to implement best practices, improve ROI and increase end user satisfaction.

     RAM's Standard Remote Administration Program allows companies to maintain their system without having to invest in a full-time Remedy administrator.  The intent of the service is to provide standard administrative functions  that must be performed on a regular basis for each subscribing customer.  Functions include but are not limited to:

o       Monthly System Checks

 -  Monitor error logs and address any issues identified in the logs

 -  Monitor archive tables

 -  Ensure email logs are cleaned as designed

o       Patch Management

o       Experienced consultants to work with BMC for any support issues that may arise throughout the month

o       Develop new reports or enhance existing reports

o       Admin Services

  - Adding or modifying fields

   - Creating new or modifying existing work flow

   - Update existing or adding new foundations data

   - Notification of changes/additions

   - Custom enhancements