BMC's support teams strive to resolve your issues and service requests as quickly as possible based on incident severity level. If you are not satisfied with the progress of your request, you may request an escalation. When you invoke the escalation process, additional levels of management and technical resources may be assigned to help in the prioritization and resolution of the request. BMC asks that you follow, in the order listed, the defined escalation process:
- Contact the Technical Support Analyst by creating a new Case in Support Central. Alternatively, you may call , reference your ticket number, and ask to speak to the on-call duty manager.
- Contact your Customer Success Specialist.
- Contact your BMC Account Manager.