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Premier Support Definition

BMC PREMIER SUPPORT

BMC Premier Support Advanced

BMC Premier Support Advanced 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 Support Advanced provides a high-touch, strategic partnership between our customers and BMC, enabling a successful long-term strategy and focus on meeting your organization’s needs and vision.

Scope:

BMC Premier Support Advanced provides the deliverables listed below for one BMC Product in one production environment and during local business hours in the region in which BMC Premier Support is contracted. Customers may extend product or geographic coverage with additional investment.

Enhanced SLA:

BMC Premier Support Advanced provides for enhanced SLAs, defined here. The BMC definitions for Impact (Severity) levels 1-4 can be found here. The Premier SLA by default applies to the region where BMC Premier Support is contracted, however the customer may elevate the Premier SLA to apply globally with additional investment.

Premier Support Account Manager:

The Premier Support Account Manager’s (PSAM) role is the customer designated advocate within BMC who builds long-term relationships to understand the customer’s IT Organization, Goals and Strategy which enables proactive and insightful guidance to the customer’s operations. The PSAM also governs the delivery of BMC Premier Support Advanced, monitors and drives technical issues and escalations, and serves as a point of contact for customer management.

Premier Support Architect:

The Premier Support Architect (PSA) is a designated resource whose role is a technical advisor understanding the customer’s environment and participates in project release milestones for installs, upgrades, patches, etc. In accordance with BMC Software Product Support Policy, the PSA drives open issues to closure and advocates for enhancement requests. The PSA as necessary will engage BMC escalation procedures with customer engineering. For Severity 1 (Critical) issues impacting the customer production environment, the PSA will conduct a root cause analysis and present results to the customer.

The PSA will build and maintain a designated customer Test Lab Environment for reproducing and testing customer application support related issues and for testing patches provided by customer engineering. The PSA shall proactively notify the customer of patches that are required on their systems for the BMC Products under Premier.

Service Delivery Review:

Discussed remotely or through visits to customer site (up to 4 per year), Premier Service Delivery Review meetings provide an opportunity to review the value delivered by Premier, present support trending and analysis reports, and discuss strategic planning with alignment to future support requirements.

Governance Calls:

Typically performed on a weekly cadence, this regularly scheduled contact strengthens the customer relationship by enabling the Premier team to become a "virtual" extension of the customer staff. Together, the customer and the Premier team discuss the progress of projects and initiatives, as well as the status of open issues, helping set correct priorities and reduce resolution times.

Test Lab Environment:

BMC will provide a test lab environment in a BMC data center for reproducing and testing customer application support related issues, patches provided by customer engineering, and recommendations provided by the BMC Premier Support team. The lab will be built and managed by the assigned PSA. The lab will not be an exact replica of the customer production environment. BMC shall within the limits of scale and complexity attempt to replicate some of the configurations of the customer environment. The BMC test lab is not a replacement for the customer’s pre-production environments.

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 supportability, configuration, performance and functionality. Recommendations are formally documented and presented to the customer, and tracked to implementation as part of governance calls.

Enhanced Services

BMC Premier Support Advanced will provide best practices, advice and guidance regarding the products under the Premier Support agreement.

Scheduled Site Visits

Up to 4 Site Visits annually at a mutually agreed upon location by either the PSAM or PSA assigned to the Customer. At BMC’s discretion, both the PSAM and PSA may participate in a single Site Visit. Usually the initial Site Visit shall be to initiate the Premier Support offering and to gather customer environment information. Site Visit Agendas will be agreed between the customer and the Premier team prior to the visit.

BMC Premier Support Managed

The BMC Premier Support Managed Service provides customers with a single point of contact for issue oversight and advocacy within BMC. The offering provides the services and deliverables of the Premier Support Account Manager only.

Scope:

BMC Premier Support Managed provides the deliverables listed in one production environment and during local business hours in the region in which BMC Premier Support is contracted. Customers may extend product or geographic coverage with additional investment.

SLA:

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

Premier Support Account Manager:

The Premier Support Account Manager’s (PSAM) role is the customer designated advocate within BMC who builds long-term relationships to understand the customer’s IT Organization, Goals and Strategy which enables proactive and insightful guidance to the customer’s operations. The PSAM also monitors and drives technical issues and escalations, and serves as a point of contact for customer management.

Service Delivery Review:

Discussed remotely or through visits to customer site (up to 2 per year), Premier Managed Service Delivery Review meetings provide an opportunity to present support trending and analysis reports, and discuss account status and strategic planning with alignment to future support requirements.

Governance Calls:

Typically performed on a weekly cadence, this regularly scheduled contact strengthens the customer relationship by enabling the PSAM to become a "virtual" extension of the customer staff. Together, the customer and the PSAM discuss the progress of projects and initiatives, as well as the status of open issues, helping set correct priorities and reduce resolution times.

Scheduled Site Visits:

Up to 2 Site Visits annually at a mutually agreed upon location with the PSAM assigned to the Customer. Usually the initial Site Visit shall be to initiate the Premier Support offering and to gather customer environment information. Site Visit Agendas will be agreed between the customer and the PSAM prior to the visit.

BMC Premier Support Advanced - PSA Only*

Scope:

BMC Premier Support Advanced – PSA Only provides the deliverables listed below for one BMC Product in one production environment and during local business hours in the region in which BMC Premier Support is contracted. Customers may extend product or geographic coverage with additional investment.

Enhanced SLA:

Premier support – PSA Only Product Support provides for enhanced SLAs which can be found here. The BMC definitions for Impact (Severity) levels 1-4 can be found here. The Premier SLA by default applies to the region where BMC Premier Support is contracted, however the customer may elevate the Premier SLA to apply globally with additional investment.

Premier Support Architect:

The Premier Support Architect (PSA) is a designated resource whose role is a technical advisor understanding the customer’s environment and participates in project release milestones for installs, upgrades, patches, etc. Where appropriate the PSA in line with BMC Software Product Support Policy drives open issues to closure and advocates for enhancement requests. The PSA as necessary will also engage BMC escalation procedures with customer engineering. For Severity 1 (Critical) issues impacting the customer production environment, the PSA will conduct a root cause analysis and present results to the customer.

The PSA will build and maintain a designated customer Lab Environment, where possible, for reproducing and testing customer application support related issues and for testing patches provided by customer engineering. The PSA shall proactively notify the customer of patches that are required on their systems for the BMC Products under Premier.

Status Review Calls:

Typically performed on a weekly cadence, the PSA will review the status of all open cases with the customer. This regularly 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.

Test Lab Environment:

BMC will provide a test lab environment in a BMC data center for reproducing and testing customer application support related issues in addition to testing patches provided by customer engineering and recommendations provided by the BMC Premier Support team. The lab will be built and managed by the assigned PSA. The lab will not be an exact replica of the customer production environment. BMC shall within the limits of scale and complexity attempt to replicate some of the configurations of the customer environment. The BMC test lab is not a replacement for the customer’s pre-production environments.

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 supportability, configuration, performance and functionality. Recommendations are formally documented and presented to the customer, and tracked to implementation as part of status calls.

Enhanced Services

BMC Premier Support Advanced will provide best practices advice and guidance regarding the products under the Premier Support agreement.

Scheduled Site Visits

Up to 2 Site Visits annually at a mutually agreed upon location with the PSAM assigned to the Customer. Usually the initial Site Visit shall be to initiate the Premier Support offering and to gather customer environment information. Site Visit Agendas will be agreed between the customer and the Premier team prior to the visit.

*The PSA Only service is discontinued for new sales

Upgrade Assistance

  • The BMC Assisted Migration Offering (AMIGO) program is designed to assist customers with the planning of product upgrades to a newer version – “Success through proper planning”.
  • Explore AMIGO Program ›