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Premier Support Definition

BMC PREMIER SUPPORT

Premier Support - Advanced

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 and focus on meeting your organization’s needs and vision.

Scope:

Premier Advanced Support 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.

Enhanced SLA:

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

Support Account Manager:

The Support Account Manager’s (SAM) 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 SAM also governs the delivery of BMC Premier Advanced Product Support, 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 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.

Premier Advanced 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.

Lab Environment:

BMC will provide a 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.

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 provides customers with a single point of contact for issue oversight and advocacy within BMC. 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 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 SAM also monitors and drives technical issues and escalations, and serves as a point of contact for customer management.

Premier Managed Service Delivery Review:

Discussed remotely or through visits to customer site (up to 4 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 SAM to become a "virtual" extension of the customer staff. Together, the customer and the SAM discuss the progress of projects and initiatives, as well as the status of open issues, helping set correct priorities and reduce resolution times.

Premier Support - Advanced - PSA Only*

Scope:

Premier support – PSA Only provides the deliverables listed below for one BMC Product in one production environment and during local business hours in 1 region in which BMC Premier support is contracted.

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.

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.

Regular Scheduled 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.

Lab Environment:

BMC will provide a 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

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.

*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 ›