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 has been reached or when Customer/Partner has indicated they no longer need assistance, whichever occurs first.

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