Access to a Control-M Support Account Manager Service

What you get:

BMC will perform the following:

• Provide tracking/updates and support conversation on Defects and Requests for Enhancements (RFEs) along with a roadmap.
• End customers will have a single identified point of contact to follow-up on Support cases and request assistance, managing your critical/high sensitivity cases to satisfy outcomes in partnership with BMC ecosystem.
• Coordination and updates on Support Incidents/Escalated Ongoing Engagement with a weekly / biweekly meeting to ensure case progression.
• Tracking the support activity and relevant Support KPIs (MDTR, SLA, Case Volume…) for QBRs and as needed in other agreed contexts.
• Create and maintain a Support Service Delivery Plan with the customer.
• Host a Support Quarterly Business Review (QBR).

Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

• Service delivery plan
  • Customer-specific Support Service Delivery Plan based on BMC’s standard template and tracking standard KPIs and customer objectives for the Support relationship.
• Support led Quarterly business reviews (QBRs) led by the Support Account Manager
  • Scheduled QBR to review progress of the Service Delivery Plan, including participation from the wider BMC ecosystem when appropriate.

Completion Criteria: BMC will have completed these Support Services when the allotted period of time has been reached or when Partner has indicated they no longer need assistance, whichever occurs first. From delivery start date, the service must be consumed and complete within 90 calendar days.

Pre-requisites for Customers:

• Customers should have active Support Contract and Product License throughout the term of Support Account Manager.
• Customers can redeem this service by BMC product family; if multiple product families are to be covered, multiple of this catalog item must be redeemed.

Pre-req for Partners:

• BMC Partner should have active Support Contract and Product License throughout the term of Support Account Manager.
• BMC Partners would be able to buy this service only for one (1) defined end customer and one (1) BMC product family for that customer; if multiple customers or product families are to be covered, multiple of these services must be redeemed.
• BMC Partners would need to define the end customer, and the support account details per customer.
• BMC Partner will need to provide representation in any meetings/correspondence with end customer.
• BMC Support Account Manager will work together with the Partner and the Partner’s end customer.

Additional information:

• Estimated Duration: 1 Year
• In-scope Products: Control-M
• Service Type: Advisory & Planning
• Availability: Active
• Success Service Code: BMC_ASAM_001_DBA
• Date Last Updated: 02/23/2026