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Support Service Levels
Each of BMC's support offerings includes the following, if and when available:
- For the most current releases and version of the Product, BMC provides bug fixes, patches or workarounds in order to cause the Product to operate in substantial conformity with its then-current operating documentation, and
- BMC provides new releases or versions, to the extent they are furnished to all other enrolled Support customers without additional charge.
- BMC provides Support via Web, Email and Phone.
| Offering |
Hours of Operation |
Initial Response Goals |
Available with the Purchase of*: |
| BMC Basic Support |
Local Office** Hours
8 hours x 5 days
(Excludes published holidays) |
S1 = 4 Office Hours
S2 = 8 Office Hours
S3 = 12 Office Hours
S4 = 24 Office Hours |
Service Management Products
BSM Solution Packs (Enterprise Systems Management) |
| BMC Fast-Track Support |
Local Business Hours
12 hours x 5 days
(Excludes published holidays) |
S1 = 1 Business Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours |
Service Management Products
BSM Solution Packs (Enterprise Systems Management) |
| BMC Continuous Support |
Continuous Hours
24 hours x 7 days
(Includes published holidays) |
S1 = 1 Clock Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours |
Service Management products
System Management products
BSM Solution Packs (Enterprise Systems Management) |
| BMC Premier Advanced Product Support |
Continuous Hours
24 hours x 7 days
(Includes published holidays) |
S1 = 1 Clock Hour
S2 = 1 Business Hours
S3 = 1 Business Hours
S4 = 1 Business Hours |
Service Management products
System Management products
BSM Solution Packs (Enterprise Systems Management) |
BMC Premier Advanced Product Support Service
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
Customers will receive a shared or dedicated Technical Client Lead (TCL) assigned to the customer’s project or support teams. The TCL 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
Premier Support Levels prior to April 1, 2009
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