BMC Standard Support Offerings

BMC Basic Support is our foundational offering. As the name suggests, it is for those who just need the basics, and since all BMC Customer Support offerings allow you to contact us however is best for you — whether by phone, email or web, it's a great value. BMC Basic Support is available during BMC Software's office hours only (5x8) and excludes holidays. This level of support includes a 4-hour response turnaround for severity 1 issues.

BMC Fast-Track Support offers the same great benefits as BMC Basic Support, but puts a premium on responsiveness. BMC Fast-Track Support features extended hours, available during a 5X12 business day (excluding published holidays) and features a 1-business-hour response for severity 1 issues. If quick resolution of issues is critical for your business during regular business hours, you should choose BMC Fast-Track Support.

BMC Continuous Support provides a highly comprehensive support — 24 hours a day, 7 days a week for severity 1 issues. If your business never stops, BMC Continuous Support is the right choice.

BMC Standard Support Service Levels

Customer Support Offering	Hours of Operation	Initial Response Goals (See Severity Definitions for S1-S4 criteria)	Available with the Purchase of:
BMC Basic Support	Local Office Hours 8 hours x 5 days	S1 = 4 Office Hours S2 = 8 Office Hours S3 = 12 Office Hours S4 = 24 Office Hours	Service Management products
BMC Fast-Track Support	Local Business Hours 12 hours x 5 days	S1 = 1 Business Hour S2 = 4 Business Hours S3 = 8 Business Hours S4 = 12 Business Hours	Service Management products and BSM Solution Packs (Enterprise Systems Management)
BMC Continuous Support	Continuous Hours 24 hours x 7 days	S1 = 1 Clock Hour S2 = 4 Business Hours S3 = 8 Business Hours S4 = 12 Business Hours	Service Management products System Management products and BSM Solution Packs (Enterprise Systems Management)

Note that not all support offerings are offered for all BMC products. The System Management products and some Service Management products require BMC Continuous Support due to the critical nature of the application.