|
|
|
Feature
|
Express
|
Managed
|
Advanced
|
Complete
|
| Service Level Agreement |
| S1=1 clock hour |
| S2=4 business hours |
| S3=8 business hours |
| S4=12 business hours |
|
| S1=1 clock hour |
| S2=4 business hours |
| S3=8 business hours |
| S4=12 business hours |
|
| S1=1 clock hour |
| S2=1 business hour |
| S3=1 business hour |
| S4=1 business hour |
|
| S1=1 clock hour |
| S2=1 business hour |
| S3=1 business hour |
| S4=1 business hour |
|
Shared Account Management:
(Shared Managers have an average of 4 accounts and a maximum of 5) |
Shared
(12-14 Accounts)
|
Shared
(4-5 Accounts)
|
Shared
(4-5 Accounts)
|
Shared
(4-5 Accounts)
|
Customer Support Engineer:
Assigned to customer |
Assigned Engineer
|
None
|
|
Assigned Engineer
|
|
Up to 3 accounts
|
|
Designated Engineer
|
Site Visits:
Visit to customer site to provide account status, support, and strategic planning |
1 (Annually)
|
2 (Semi-Annual)
|
4 (Quarterly)
|
Up to 7 site visits per year
|
Conference Calls:
Strengthen customer relationship by becoming a "virtual" extension of your staff |
Weekly
|
Weekly
|
Weekly
|
Weekly or As Needed
|
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)
|
3
(2 Technical Contacts, 1 Manager)
|
4
(3 Technical Contacts, 1 Manager)
|
5
(4 Technical Contacts, 1 Manager)
|
System Mock-up:
System Mock up Lab environment provided for testing customer application support related issues. (Remedy Only) |
None
|
None
|
|
|
Training:
Classes available at any worldwide BMC Training Center |
None
|
$3,000 Credit
(Valid for 12 Months)
|
$6,000 Credit
(Valid for 12 Months)
|
$12,000 Credit
(Valid for 12 Months)
|
Annual Environment Check:
Analysis of overall application performance, functionality, and optimization recommendations (Remedy Only) |
None
|
None
|
Performed by assigned Engineer
for Remedy Installations only
|
Performed by designated Engineer
for Remedy Installations only
|
