BMC provides SMP/E based product maintenance. PTFs are available as periodic Recommended Service Level (RSL) maintenance (three-month quarterly and six-month cumulative), in PTF batches that you define, or as individual PTFs (see Maintenance Schedule). When you install a product, all currently recommended maintenance is applied.
Product maintenance is handled by the maintenance component of the Installation System (for more information see Mainframe Installation). The maintenance component obtains and processes PTFs by using one of the following methods (for needed login information for the below methods see FTP Sites):
- (recommended method) BMC Internet Service Retrieval (BMC ISR)
Use this method for quarterly RSLs (or PUTs), batches of PTFs, or individual PTFs. You can use BMC ISR to schedule maintenance, or use BMC ISR on demand.
- BMC Software Electronic Software Distribution (ESD) or Physical Media
Use this method for cumulative RSLs (or PUTs). You can order physical media by contacting your local support center or by sending an email to email@example.com.
- eFix PTF Distribution Services (eFix)
Use this method for individual PTFs.
For additional information, see:
- Enhanced HOLDDATA
BMC supports Enhanced HOLDDATA, which is a single source of ERROR-type ++HOLDs. The BMC implementation of Enhanced HOLDDATA uses the same published format as the IBM Enhanced HOLDDATA. IBM information on Enhanced HOLDDATA can be found http://service.software.ibm.com/holdata/390holddata.html.
Describes the types of mainframe documentation available and where to locate it on the website. Includes links to Quick Course Videos.
Sending Information to BMC Support
For most cases, BMC Support will need documentation sent in to diagnose the issue. There are multiple facilities that can be used to send the documentation to Support. Typically, e-mail or updating the case is sufficient. However, in some instances, others methods may be required. The following items explain FTP, sFTP and the BMC Support Utility:
- Transferring files via FTP and sFTP (PDF)
This method can be used if you need to send large files or if your organization requires a more secure method than e-mail or uploading directly to th ecase.
- BMC Support Tool (Video)
The BMC Support Tool is designed to reduce the time and complexity required to gather diagnostic information needed by BMC Customer Support to resolve issues. The BMC Support Tool collects information about your environment, compresses your files, and submits them to the BMC FTP site.