Support Service Levels

Last updated January 2, 2015

 

Each of BMC's support offerings includes the following, if and when available:

  • In accordance with the policies set forth below, BMC provides bug fixes, patches or workarounds in order to cause the Product to operate in substantial conformity with its then-current operating documentation, and
  • BMC provides new releases or versions, to the extent they are furnished to all other enrolled Support customers without additional charge.

BMC provides Support via Web, Email and Phone.

Initial Response goals are relative to the impact of the reported problem on the customer environment. The BMC definitions for Impact (Severity) levels 1-4 can be found here.

Note: All of BMC’s Support Offerings are subject to change without notice, and that not all support offerings are available for all BMC products.

Offering Hours of Operation(1) Initial Response Goals Available with the Purchase of(2):
BMC Continuous Support(2) 24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
7am-7pm, M-F
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours
Service Management products
System Management products
BSM Solution Packs (Enterprise Systems Management)
Control-M&D
Mainframe Data Management
BMC Middleware Management
MainView
BMC Premier Advanced Product Support 24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
7am-7pm, M-F
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 1 Business Hours
S3 = 1 Business Hours
S4 = 1 Business Hours
Service Management products
System Management products
BSM Solution Packs (Enterprise Systems Management)
BMC OnDemand Support 24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
7am-7pm, M-F
(Excludes published holidays)
S1 = 15 Clock Minutes
S2 = 30 Business Minutes
S3 = 4 Business Hours
S4 = 16 Business Hours
BMC Analytics OnDemand
BMC AppZone OnDemand
BMC HR Case Management OnDemand
BMC Client Management OnDemand
BMC MyIT Base/Premium OnDemand
BMC Remedy OnDemand
BMC Virtual Agent OnDemand
BMC Remedyforce Service Desk Support 24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
7am-7pm, M-F
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 16 Business Hours
BMC Remedyforce Service Desk

 (1) Hours of operation represent typical business hours and days in the United States. Hours and days may vary in countries other than the United States. Refer to the Contact Support page for the business hours of your local or nearest BMC Support contact center.

 - Local Office Hours are Monday - Friday, from 9am - 5pm for the time zone applicable to the location listed in the Customer contract only.

 - US Local Business Hours for Mainframe System Management products are Monday - Friday, 7am - 7pm US Central Time. Local Business Hours for all other countries are based on the office hours of the BMC office nearest your Location.

- Local Business Hours for all other System and Service Management products are Monday - Friday, 7am - 7pm for the time zone applicable to the location listed in the Customer contract only.

 (2) The System Management products and some Service Management products require a minimum of BMC Continuous Support due to the critical nature of the application. BMC Continuous Support is the only offering applicable for Mainframe System Management solutions.

Discontinued Support Offerings (not available for new purchases)

Offering Hours of Operation(1) Initial Response Goals Available with the Purchase of:
BMC Basic Support Local Office Hours
8 hours x 5 days
9am- 5pm, M-F
(Excludes published holidays)
S1 = 4 Office Hours
S2 = 8 Office Hours
S3 = 12 Office Hours
S4 = 24 Office Hours
This Support offering is not available for new license purchases
BMC Fast-Track Support Local Business Hours
12 hours x 5 days
7am-7pm, M-F
(Excludes published holidays)
S1 = 1 Business Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours
This Support offering is not available for new license purchases

 (1) Hours of operation represent typical business hours and days in the United States. Hours and days may vary in countries other than the United States. Refer to the Contact Support page for the business hours of your local or nearest BMC Support contact center.

 - Local Office Hours are Monday - Friday, from 9am - 5pm for the time zone applicable to the location listed in the Customer contract only.

 - US Local Business Hours for Mainframe System Management products are Monday - Friday, 7am - 7pm US Central Time. Local Business Hours for all other countries are based on the office hours of the BMC office nearest your Location.

- Local Business Hours for all other System and Service Management products are Monday - Friday, 7am - 7pm for the time zone applicable to the location listed in the Customer contract only.