|
BMC Basic Support is our foundational offering. As the name suggests, it is for those who just need the
basics, and since all BMC Customer Support offerings allow you to contact us however is best for you — whether by
phone, email or web, it's a great value. BMC Basic Support is available during BMC Software's office hours only (5x8) and
excludes holidays. This level of support includes a 4-hour response turnaround for severity 1 issues.
BMC Fast-Track Support offers the same great benefits as BMC Basic Support, but puts a premium on
responsiveness. BMC Fast-Track Support features extended hours, available during a 5X12 business day (excluding published
holidays) and features a 1-business-hour response for severity 1 issues. If quick resolution of issues is critical for your
business during regular business hours, you should choose BMC Fast-Track Support.
BMC Continuous Support provides a highly comprehensive support — 24 hours a day, 7 days a week for
severity 1 issues. If your business never stops, BMC Continuous Support is the right choice.
| Customer Support Offering |
Hours of Operation |
Initial Response Goals
(See Severity Definitions for S1-S4 criteria) |
Available with the Purchase of: |
| BMC Basic Support |
Local Office Hours
8 hours x 5 days
|
S1 = 4 Office Hours
S2 = 8 Office Hours
S3 = 12 Office Hours
S4 = 24 Office Hours |
Service Management products |
| BMC Fast-Track Support |
Local Business Hours
12 hours x 5 days
|
S1 = 1 Business Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours |
Service Management products |
| BMC Continuous Support |
Continuous Hours
24 hours x 7 days
|
S1 = 1 Clock Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours |
Service Management products
System Management products |
|
Note that not all support offerings are offered for all BMC products. The System Management products and some Service
Management products require BMC Continuous Support due to the critical nature of the application.
|
|
