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BMC

BMC Customer Support Offerings

Delivering real-time value to our customers and partners

Delivering a world-class customer support experience is essential, but at BMC that is just the beginning. We have a robust approach that drives improvement in service and solution adoption via a seamless customer experience. Customers can use any of our support solutions at any time.

Enhancing the Customer Support Experience

Self-Help

Our self-help tools grant you instant access to the solutions you need

Contact a Support Expert

Fast response from knowledgeable experts

Technology-powered Support

Tools to help you

Base Level Support

Our Fundamental Support offerings come with your purchase of BMC on-premises, SaaS, and mainframe products. These basic offerings include:

  • Comprehensive support 24 hours a day, 7 days a week
  • Support via web, email, and phone for Severity 1 issues.
  • Bug fixes, patches, and workarounds
  • New product releases
Base Level Support
Upgrade Premier Support

Maximize your BMC investment - Upgrade to Premier Support

BMC Premier Support is a modularized service that provides personalized, preventative, and prescriptive services for maximum value with BMC solutions. Whether you need to reduce risk and operational costs with a traditional on-premises solution, improve availability and performance with a hybrid container solution, or increase technology adoption and accelerate ROI with a SaaS solution, Premier Support provides the best support services while delivering greater customer satisfaction.

We offer two levels of Premier Support: Gold and Foundation.

Premier Support Gold is our most comprehensive offering, designed to meet the needs of customers with complex, mature, or large-scale solutions. Premier Support Gold is comprised of all four value-added bundles:

  • Enhanced Support
  • Governance and Communication
  • Risk Mitigation
  • Enablement

Premier Support Foundation is our entry level offering in Premier Support, perfect for customers with smaller installations that are still growing. The Foundation offering consists of our Enhanced Support bundle and can also be combined with other bundles to build a custom solution to achieve successful business outcomes.

Connect with one of our experts