When we went live with our upgrade from Footprints v11 to Footprints v12 last year, we worked with a consulting partner (Flycast Partners) to help us with configuration/customization. While reading through posts here on the forum as a part of research on one of our configuration needs, I was personally THRILLED to find out that we could opt for working with a BMC consulting and support partner for not just configuration, but support as well. We've not been happy with the BMC support for over 3 years now - when the support model changed. So I inquired with our consulting partner and they confirmed that yes we could indeed go through them for support, and just like that I began to make plans to make this transition once our current support agreement expired.
Here's where the FUN begins..
In order to transfer our support to the partner, BMC required us to explain in writing to them why we wanted to make the support change. I responded with a VERY DETAILED account of our support issues (going back to 2015). In response they "okayed" the move to L1 support being managed by their consulting partner.
Turns out BMC charges a large sum they call a "transfer fee" if you want to move your support to one of their consulting and support partners. They charge this fee, and do not explain it (other than to say it's their "policy") AND they charge this fee even if you are RENEWING your support with the consulting and support partner.
Let me repeat this part.
We are not ending our current support agreement early. Not at all. We are simply choosing NOT to renew support with BMC and instead choosing to renew/start a NEW support agreement with one of their consulting and support partners (a partner that BMC recommended BTW) when our current support agreement ends.
For this action BMC charges a FEE to change support providers. Let me be clear.. it's a VERY LARGE FEE to make this change. I have asked what this fee is for and the answer I've been given thus far is VAGUE and unclear. The last answer I received was STILL unclear what the purpose of this fee was for and BMC only stated that this fee was to be paid by the provider and not the client. (which our FABULOUS new L1 support provider - Flycast Partners - is going to pay/absorb)
My question is this: WHY is there a fee at all?? IMHO this fee is PUNITIVE. It seems designed to punish the client and the provider. It feels very much like BMC wants to discourage providers from providing support and they want to encourage clients from seeking alternate options for support.
Anyone else using a consulting and support partner for support?? Did BMC assess this VERY LARGE "transfer fee"?
Message was edited by: Crystal Jones (context and grammar corrections)