Annual Support Offerings

At BMC Software, we understand it's not just about technology. It's about how technology can activate your business. That's why BMC Software Customer Support is a sound part of your technology decision. With BMC Software Customer Support, you can rely on our support experts from around the world to deliver high quality, dependable service to help you meet your BMC technology needs.

Our support offerings are streamlined to make it easier for you to choose the appropriate support offerings for your business needs, and our maintenance provides you with access to the most current releases and versions of your product including any fixes, patches or workarounds for our products.

BMC's support offerings include the following, if and when available:

  • For the most current releases and version of the Product, 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.

BMC Continuous Support

BMC Continuous Support provides comprehensive support 24 hours a day, 7 days a week (Including published holidays) for Severity-1 cases on the Supported Products List.  This includes a one clock-hour response time for Severity-1 cases. Severity 2-4 cases are responded to 7am-7pm, M-F (Excludes published holidays). For more details on Continuous Support, please see our Support Policies page for details on Service Levels, Definitions and more support information.

BMC Premier Support

BMC Premier Support is a higher level of support available to our Enterprise Systems Management (ESM) customers whose business depends on BMC solutions. BMC Premier Support provides you with assigned representatives who will work with you and your support team to focus on your business needs. These assigned resources visit your site, get to know your staff and understand your IT operations and business. They will work with you to review cases and changes in your environment to provide a proactive and personalized service ensuring you achieve the maximum value from your BMC solutions.