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.

Note: All of BMC’s Support Offerings are subject to change without notice, and that not all support offerings are available for all BMC products.

Offering	Hours of Operation⁽¹⁾	Initial Response Goals	Available with the Purchase of⁽²⁾:
BMC Basic Support*	Local Office Hours 8 hours x 5 days 9am- 5pm, M-F (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) *(This Support offering is not available for new license purchases)
BMC Fast-Track Support*	Local Business Hours 12 hours x 5 days 7am-7pm, M-F (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) *(This Support offering is not available for new license purchases)
BMC Continuous Support⁽²⁾	24 hours x 7 days (for S1) (Includes published holidays) Local Business Hours (for S2 - S4) 7am-7pm, M-F (Excludes 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) Control-M&D Mainframe Data Management BMC Middleware Management MainView
BMC Premier Advanced Product Support	24 hours x 7 days (for S1) (Includes published holidays) Local Business Hours (for S2 - S4) 7am-7pm, M-F (Excludes 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 Remedy OnDemand Support	24 hours x 7 days (for S1) (Includes published holidays) Local Business Hours (for S2 - S4) 7am-7pm, M-F (Excludes published holidays)	S1 = 15 Clock Minutes S2 = 30 Clock Minutes S3 = 4 Business Hours S4 = 16 Business Hours	BMC Remedy OnDemand
BMC Remedyforce Service Desk Support	24 hours x 7 days (for S1) (Includes published holidays) Local Business Hours (for S2 - S4) 7am-7pm, M-F (Excludes published holidays)	S1 = 1 Clock Hour S2 = 2 Business Hours S3 = 4 Business Hours S4 = 16 Business Hours	BMC Remedyforce Service Desk

(1) Hours of operation represent typical business hours and days in the United States. Hours and days may vary in countries other than the United States. Refer to the Contact Support page for the business hours of your local or nearest BMC Support contact center.

- Local Office Hours are Monday - Friday, from 9am - 5pm for the time zone applicable to the location listed in the Customer contract only.

- US Local Business Hours for Mainframe System Management products are Monday - Friday, 7am - 7pm US Central Time. Local Business Hours for all other countries are based on the office hours of the BMC office nearest your Location.

- Local Business Hours for all other System and Service Management products are Monday - Friday, 7am - 7pm for the time zone applicable to the location listed in the Customer contract only.

(2) The System Management products and some Service Management products require a minimum of BMC Continuous Support due to the critical nature of the application. BMC Continuous Support is the only offering applicable for Mainframe System Management solutions.

Additional Premier Support Benefits

BMC Premier Advanced Product Support Service
Customers benefit from a one hour Issue response service level agreement (SLA) for all products covered in the Premier contract. 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
System Mock-up
Annual Environment Review