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BMC Premier Support Services
BMC Premier Support is the highest level of support available to BMC Enterprise Systems Management (ESM) customers. It is designed for customers who want a premium, proactive service that provides greater interaction and relationship with highly skilled BMC support and services resources. A key component of Premier Support is the assignment of designated points of contact within BMC who will understand your environment and business needs. This knowledge is used to help the customer manage the risks associated with utilizing an enterprise solution and can reduce the overall cost of ownership by providing skilled resources whose job is to look out for the customer’s environment and overall IT direction.
There are several BMC Premier Support Services available to our customers including the following:
BMC Premier Advanced Product Support Service
This offering is for customers that want to minimize the impact that product and support issues can have on the success of their implementation. Customers will receive a one hour response service level agreement (SLA) for all their support issues. They will have a named support manager and shared or dedicated support engineer assigned their specific product implementation. The support manager and support engineer will be familiar with the customer’s environment and will provide consistent ownership in the resolution to all customer support issues. The support engineer will build a mock up of the customer’s environment in the BMC lab for reproducing support issues and testing fixes.
Features of the offering include:
- Shared Premier Support Engineer (Supports up to 3 Customers)
- Options to Upgrade to a Dedicated Premier Support Engineer*
- 1 Clock Hour Response SLA for Critical (S1) Support Issues
- 1 Business Hour Response SLA for Non-critical Support Issues
- Shared Support Account Manager (supports up to 5 customers)
- Weekly Support Issue Reviews
- Up to 4 Site Visits Annually*
- $10,000 USD System Mock-up Allowance*
- Annual Environment Review
- $6,000 USD Learning Pass Credits (Valid for 12 Months)*
BMC Technical Advisor Service
This offering is for customers that want BMC to play an active role in their IT planning and overall strategy as it relates to BMC Enterprise solutions. A shared or dedicated Technical Client Lead (TCL) will be assigned to the customer’s project or support teams and will take a broader perspective of all the BMC software solutions installed in the customer’s environment, with the primary focus on maximizing the value received from the customer’s software investment. The TCL will work with the customer as they implement their BMC solution and provide them ongoing proactive technical advice relevant to their environment and business objectives. The TCL will also act as the customer’s advocate within BMC
Features of the offering include:
- Shared Technical Client Lead (Supports up to 5 Customer)
- Options to Upgrade to a Dedicated Technical Client Lead*
- Up to 8 Site Visits Annually*
- Quarterly Action Plans
- Annual Value Realization Assessment
- Annual Roadmap Alignment
- Access to an Assigned BMC Executive Sponsor
Availability & Limitations
Premier Support Services are only available for BMC Enterprise Systems Management products. Service availability may have geographic limitations.
In order to maximize the effectiveness of the BMC Premier Advanced Product Support Service, BMC restricts the number of named support contacts to 3 technical customer contacts and 1 technical customer manager. The number of named support contacts increases to 4 technical customer contacts and 1 technical customer manager if the customer purchases a Dedicated Premier Support Engineer.
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