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As a Premier Support customer, you will benefit from our highest response charter, the Premier Service Level Agreement. For all levels of Premier Support, BMC strives to respond to all critical (Severity 1) issues within one clock hour, 24 hours a day, seven days a week. In addition all Premier Advanced and Complete level customers have a target response rate of one business hour, based on an extended schedule. All response times are based on the office hours of the desired region. Multiple-region offerings are also available. Four different levels of Premier Support are available to respond to your organization’s specific needs:
Premier Express: For customers of BMC® Service Desk Express Suite who require a designated BMC Technical Support Engineer familiar with their environment. As part of the services to our Premier Express customers, the assigned engineer will visit your site on an annual basis to provide account status, technical support, and strategic assistance.** Additionally, biweekly conference calls will enable your assigned engineer to become a “virtual” part of your staff.
Premier Managed: For customers who would like the advantage of the Premier Service Level Agreement as well as access to a BMC Support Account Manager to act as a liaison to convey, coordinate, and support strategic needs. Premier Managed Support also offers the following advantages: semiannual site visits, weekly conference calls, and a $3,000 credit at all BMC training facilities.
Premier Advanced: For customers who want all the advantages of Premier Managed Support, plus the added benefit of an assigned BMC Technical Support Engineer. Your engineer will be familiar with your environment and will also provide consistency by taking ownership of all your technical issues. Your assigned engineer will perform annual environment checks — analyses of system performance, functionality, and optimization recommendations. You will also benefit from quarterly site visits for performance assessment and strategic planning, and you will receive a $6,000 credit for BMC training purposes. In addition, BMC Remedy customers will benefit from a replicated system lab environment for testing application-support-related issues.
Premier Complete: Our highest level of service offering for customers who demand high-end, individualized, and highly integrated support. Premier Complete Support boasts a BMC Support Account Manager and a designated BMC Technical Support Engineer focused specifically on your technical issues. This level of Premier Support emphasizes building a customer-BMC partnership that proactively assesses application health and long-term stability through weekly (or as needed) conference calls and up to seven site visits per year. The focus of Premier Complete Support ensures application availability and strategic planning to help you retain the value of your investment. This offering also includes a $12,000 credit at all BMC training facilities and a replicated system lab environment (for BMC Remedy customers).
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Feature
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Express
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Managed
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Advanced
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Complete
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| Service Level Agreement |
| S1=1 clock hour |
| S2=4 business hours |
| S3=8 business hours |
| S4=12 business hours |
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| S1=1 clock hour |
| S2=4 business hours |
| S3=8 business hours |
| S4=12 business hours |
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| S1=1 clock hour |
| S2=1 business hour |
| S3=1 business hour |
| S4=1 business hour |
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| S1=1 clock hour |
| S2=1 business hour |
| S3=1 business hour |
| S4=1 business hour |
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Shared Account Management:
(Shared Managers have an average of 4 accounts and a maximum of 5) |
Shared
(12-14 Accounts)
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Shared
(4-5 Accounts)
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Shared
(4-5 Accounts)
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Shared
(4-5 Accounts)
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Customer Support Engineer:
Assigned to customer |
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None
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Assigned Engineer
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Up to 3 accounts
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Designated Engineer
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Site Visits:
Visit to customer site to provide account status, support, and strategic planning |
1 (Annualy)
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2 (Semi-Annual)
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4 (Quarterly)
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Up to 7 site visits per year
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Conference Calls:
Strengthen customer relationship by becoming a "virtual" extension of your staff |
Weekly
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Weekly
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Weekly
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Weekly or As Needed
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Customer Contacts:
To maximize security and minimize confusion a limited number of customer contacts are authorized to engage with BMC support |
3
(2 Technical Contacts, 1 Manager)
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3
(2 Technical Contacts, 1 Manager)
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4
(3 Technical Contacts, 1 Manager)
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5
(4 Technical Contacts, 1 Manager)
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System Mock-up:
System Mock up Lab environment provided for testing customer application support related issues. (Remedy Only) |
None
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None
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Training:
Classes available at any worldwide BMC Training Center |
None
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$3,000 Credit
(Valid for 12 Months)
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$6,000 Credit
(Valid for 12 Months)
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$12,000 Credit
(Valid for 12 Months)
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Annual Environment Check:
Analysis of overall application performance, functionality, and optimization recommendations (Remedy Only) |
None
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None
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Performed by assigned Engineer
for Remedy Installations only
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Performed by designated Engineer
for Remedy Installations only
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