BMC Software Product Support Policy

Our Product Support Policy has been updated effective September 9, 2015.

Product technical support is provided to customers currently enrolled in support, based on the terms and conditions of the customer’s license agreement with BMC and BMC’s current support terms and policies.  All Support terms and policies not covered on this page can be located here.

If you are currently enrolled in support, you can contact BMC via phone, email, and web during all product technical support stages. Extended support options may be available for some products for an additional annual support cost. Contact your BMC account representative for assistance.

For current support status and product information, sign up for Proactive Alerts and visit the Supported Product A-Z pages. (Proactive Alert email messages and the associated documentation are provided in English only).

For a product to be eligible for Support, all its Licensed Capacity needs to be enrolled.

This topic includes the following sections to help you learn more about the support policy:

Release numbering

BMC uses a three-place numbering scheme to designate released versions of its products. The formats are:

  • VV.RR.SP
    VV=major version, RR=minor release, and SP=service pack
  • VV.RR.MM
    VV=major version, RR=minor release, and MM=maintenance level
  • YY.YY.RR (for OnDemand solutions)
    YY.YY= 4-digit year, RR=release (for example, 20.10.02).

Support for Enterprise Products

BMC has the following version levels for its Enterprise Products:

Level Description
1st level - Version A major deliverable (VV or YY.YY) that is fully functional and can be installed on the targeted platform through a standard installation program. Indicates a major architectural or structural change, new major product capabilities, or possible incompatibility with prior version or significant migration requirements.
2nd level - Release A minor deliverable (RR) that is a revision release that maintains compatibility with its major version. Indicates the availability of functional enhancements, new capabilities, and is an overlay/upgrade installation.
3rd level - Service Pack A cumulative maintenance deliverable (service pack) that resolves a specific set of defects or releases new features to improve the quality, usability, and performance of the product.

Service packs are typically released 1 to 3 times per year, and they are fully supported for at least 12 months after their GA date.

Installing service packs is highly recommended to improve product performance and stability.
GA Patch A deliverable for cumulative critical fixes that cannot wait for a major, minor, or service pack release. Patches are applicable to products designated as Full or Limited support only. GA patches will be included in future releases of the product.

The most recent GA patch is fully supported.

Customer Support may direct customers to upgrade to a more current version, release, or service pack of the product.

 

BMC provides at least 5 years* of product technical support from the Version.Release (VV.RR) general availability (GA) date in three technical support stages for its Enterprise Products as defined in the following table, subject to the Product End of Life Policy below:

Support type Description
Full Support BMC provides full support for at least 3 years from the (GA) date of the VV.RR.

BMC provides service packs, patches, hot fixes, or workarounds to enable the product to operate in substantial conformity with its then-current operating documentation.
Limited Support Following the Full Support period, BMC provides at least 2 years of Limited Support for the VV.RR.

New enhancements will not be made to the version or release.

Customer Support will direct customers to existing fixes, patches, or workarounds applicable to the reported case.

BMC will develop new hot fixes for problems of high technical impact or business exposure for customers. With customer input, BMC will determine the degree of impact and exposure and the consequent activities.

Customer Support will direct customers to upgrade to a more current version, release, or service pack of the product.

Research and Development will be engaged on critical cases only and on a limited basis for problem identification.
No Support BMC provides no active technical support for any product in the No Support stage.

Access to most technical documentation through BMC Support Central portal, Knowledge Base search, known resolutions and workarounds, existing patches and Service Packs, and BMC support communities will remain available where applicable.

No new sustaining maintenance releases, enhancements, patches, or hot fixes will be made to a version or release in "No Support" status. 
Customer Support will direct customers to upgrade to a more current version, release, or service pack of the product.

If a customer would like advice on upgrading its product or has questions about the status of a product’s support status, please contact Customer Support during business hours Monday through Friday.

* Exceptions to extend or reduce product support will be announced via the BMC Support Central web site, Proactive Alerts and Release Notes for the affected products. BMC always provides at least Limited Support for a VV.RR for a period of at least 24 months from the date on which such VV.RR became GA.

This table shows an example of the 5-year lifecycle of a VV.RR release, and dates the support status would change:

Release GA Full Support Limited Support No Support
VV.RR – 2.0.00, Jan 12, 2011 Jan 12, 2014 Jan 12, 2016 Jan 13, 2016
.SP – 2.0.05, April 7, 2011 April 7, 2012 April 7, 2013 Jan 13, 2016
.SP – 2.0.06, Feb 9, 2012 Jan 12, 2014 Jan 12, 2016 Jan 13, 2016

Support for Mainframe Products

The policy for the Mainframe Products refers only to the VV.RR portion of the release numbering (with the MM portion not being a factor). When referring to general product versions and releases, the maintenance level (MM) is often omitted, but it is implicitly included.

This policy uses these terms to refer to release relationships:

  • Current release – The most recently available version and release of a Mainframe Product.
  • C–1 – The version and release immediately preceding the current release. 
  • C–2 – The version and release immediately preceding the C-1 release.

BMC provides support for the Mainframe Products as defined in the following table, subject to the Product End of Life Policy below

Support type Description
Full Support BMC provides support for the current version and release of all its products as well as one release preceding the current version (C-1).

BMC provides service packs, patches, hot fixes, or workarounds to enable the product to operate in substantial conformity with its then-current operating documentation.
Limited Support Following the Full Support period, BMC provides support for the C-2 release for at least 1 year (but usually 2 years) after the current release has been made available.

New enhancements will not be made to the version or release.

Customer Support will direct customers to existing fixes, patches, or workarounds applicable to the reported case.

BMC will develop new hot fixes for problems of high technical impact or business exposure for customers. With customer input, BMC will determine the degree of impact and exposure and the consequent activities.

Customer Support will direct customers to upgrade to a more current version, release, or service pack of the product.

Research and Development will be engaged on critical cases only and on a limited basis for problem identification.
No Support BMC provides no active technical support. When a product version is beyond C-2, it is no longer supported. You can find some assistance online in our knowledge base as we will retain some of that information beyond the product version’s end-of-life.

Customer Support will direct customers to upgrade to a more current version, release, or service pack of the product.


Example of this support policy
Using four version/releases of a product (3.0, 2.9, 2.8 and 2.7), the following support policies would apply:

When 3.0 becomes “generally available” (GA):

  • 3.0 and 2.9 are covered under Full Support.
  • 2.8 is covered under Limited Support for at least 12 months.
  • 2.7 is no longer supported.

You can submit enhancement requests at any time, but they will be considered only for future releases of the product.

Note: While product release cycles vary, most versions and releases are supported for 4 to 6 years. Here is a common example: the initial release has full support for 2 years, the C-1 version has full support for 2 years, and the C-2 version has limited support for 2 years. No version or release will be supported for less than 24 months.

Extension of Support Periods

In some cases, BMC may extend its support of certain product lines beyond the dates specified in this document. Announcements to this effect are made through the BMC Support Central web site and the Proactive Alert service via the Release Notes of the affected products.

Product End of Life

  • At any time BMC may “end of life” a product by terminating support for such product.
  • At least 12 months prior to the termination of support, BMC will post a notification to the BMC Support Central web site and send physical or electronic notice to each customer who is enrolled in such support to the  customer address on file.
  • During the timeframe between when “end of life” notification is posted to the BMC Support Central web site and the actual termination of support, the product will be supported as follows:
    • New enhancements will not be made to the product.
    • No enhancements will be made to the product to support new or updated versions of the platforms on which the product runs or to which it connects. BMC Customer Support will direct customers to existing fixes, patches, or workarounds applicable to the reported case.
    • BMC Software will develop new hot fixes for problems of high technical impact or business exposure for customers. With customer input, BMC will determine the degree of impact and exposure and the consequent activities.
    • Research and Development will be engaged on critical cases only and on a limited basis for problem identification.

Third-Party Products

To receive full support for a BMC product, you must have such product installed in a supported environment, as specified in the BMC product documentation. If a third-party vendor cancels support for one of its products (such as an operating system or subsystem), and that third-party product integrates or interacts with the BMC product you have licensed, you must upgrade to a supported version of that third-party product before BMC Customer Support can provide you with support for the affected BMC product.

Upgrading

When you are ready to upgrade, you can download the latest version from BMC's Electronic Product Distribution (EPD) site.  To access this site, you must be currently enrolled in support for that product.

Additional Information

For additional information regarding the availability and support periods of certain product lines, contact your local BMC representative.