Premier Support Definition

BMC PREMIER SUPPORT

Premier Support - Advanced

The BMC Premier Advanced Product Support is our highest level of Support.  The offering is a proactive, outcome-focused service that provides strategic and solution expertise to customer organizations that demand personalized attention and an elevated response. BMC Premier Advanced Product Support provides a high-touch, strategic partnership between our customers and BMC, enabling a successful long-term strategy focus on meeting your organization’s needs and vision.

Enhanced SLA:

BMC Premier Advanced Product Support provides for enhanced SLAs.  The BMC definitions for Impact (Severity) levels 1-4 can be found here.

Hours of Operation(1)

Initial Response Goals

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


Local Business Hours are Monday - Friday, 7am - 7pm for the time zone applicable to the location listed in the Customer contract only.

Support Account Manager:

The Support Account Manager’s (SAM) role is the customer designated advocate within BMC who monitors and drives technical issues and escalations, monitors and manages BMC Premier Advanced Product Support deliverables and value for the customer. The SAM also serves as a point of contact for customer management.

Premier Support Architect:

The Premier Support Architect (PSA) is an assigned resource whose role is a technical advisor understanding the customer’s environment and participates in project release milestones for installs, upgrades, patches, etc. The PSA drives open issues and enhancement requests to closure.  The PSA will build and maintain a designated customer Lab Environment, where possible, replicating the customer’s BMC product environment. Issues can be replicated in the Lab Environment and where necessary drive the BMC escalation procedures into customer engineering.

Quarterly Support Assessment Meetings:

Discussed remotely or through visits to customer site (up to 4 per year), quarterly support assessment meetings provide account status, support, and strategic planning with alignment to future support requirements.

Regular Scheduled Status Review Calls:

Typically performed on a weekly cadence, this regular scheduled contact strengthens the customer relationship by becoming a "virtual" extension of the customer staff and issue status process, helping set correct priorities and reducing resolution times. During the call, the status of projects and initiatives, associated cases, and value being delivered are reviewed.

Lab Environment:

BMC will provide a lab environment for testing customer application support related issues – this will be built and managed by the assigned PSA. The lab environment becomes a testing ground for any recommendations provided by the BMC Premier Advanced Product Support team. BMC shall proactively notify customer of any patches that are required on the systems as well as test any patches on the BMC internal ‘mock up’ system.

Annual Product Support Assessment:

BMC shall perform an annual product assessment at an agreed time with the customer limited to the products and environment covered in the agreement. Analysis is undertaken on the overall application performance and functionality with optimization recommendations made where appropriate.

Premier Support - Managed

The BMC Premier Support Managed Service is our highest level offering of governance for maintenance and support. The offering provides the services and deliverables of the Support Account Manager only.

SLA:

BMC Premier Support Managed Service provides governance in addition to the Continuous support SLAs, which can be found here.

Support Account Manager:

The Support Account Manager’s (SAM) role is the customer designated advocate within BMC who monitors and drives technical issues and escalations, monitors and manages Premier Support Managed Services deliverables and value for the customer. The SAM also serves as a point of contact for customer management.

Quarterly Support Assessment Meetings:

Discussed remotely or through visits to customer site (up to 4 per year), Quarterly Support Assessment meetings provide account status, support, and strategic planning with alignment to future support requirements.

Regular Scheduled Status Review Calls:

Typically performed on a weekly cadence, this regularly scheduled contact strengthens the customer relationship enabling the Premier team to become a "virtual" extension of the customer staff. During the call, the status of projects and initiatives, associated cases, and value being delivered are reviewed. The team is also able to address issue status, helping set correct priorities and reducing resolution times.