We have rarely needed to use Support for BMC Track-It!, but in the times that we did need to use it, they were excellent. The biggest issue is that after not paying for support for about three years, now that we NEED support, it is too expensive for us to receive. This is due to the way their support is billed. So long as you never drop support, then you should be fine.
I only gave it this rating for the fact that we did not really use their support for much of the time we used the product. The support documentation in the actual program seemed to be lacking, so finding the information via the web or the vendor's site provided more helpful, from a support standpoint. I did notice that the vendor does have a portal where you can manage support cases and also has live phone support and an email option. All of these options are good for any customer that needs good support while using the product