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BMC

Applications Managed Service Additional Service and Coverage Options

32+ CREDITS

For BMC Success Subscription Comprehensive or BMC Applications Managed Service (AMS) - Foundation Subscription customers, these options provide supplemental assistance.

What you get:

BMC will upgrade your AMS based on the options selected below.

Service Coverage Option Additional Transactions Success Credits Required
16x5 Service Coverage with Offshore SDM* 500 80
16x5 Service Coverage with Onshore SDM 500 165
24x5 Service Coverage with Offshore SDM 1000 176
24x5 Service Coverage with Onshore SDM 1000 425

 

Additional Service Options Success Credits Required
250 Additional Transactions* 32
On-Premises Container Coverage* 64
Add Onshore SDM 108
Additional Language Coverage* 64
Additional In-Scope Products* 80

 

You may choose one or any combination of the additional service options listed above.

Access to AMS resources is limited to local business hours 6:00am to 10:00pm Monday through Friday (16x5) and 12:00 am to 12:00 am (24x5) in the Customer time zone, excluding Customer public holidays. On-call service is provided for Severity 1 issues outside of contracted business hours coverage.

The AMS option for 16x5 coverage is scoped according to the following assumptions:

  • Application Administration Requests – up to 400
  • Incidents/problems and changes – up to 100

The AMS option for 24x5 coverage is scoped according to the following assumptions:

  • Application Administration Requests – up to 800
  • Incidents/problems and changes – up to 200

Pre-requisites:

  • Customer must be a subscriber to the Comprehensive Success Subscription or have purchased the BMC Applications Managed Service – Foundation Subscription
  • Customer must have at least nine months remaining on their Comprehensive Success Subscription or the BMC Applications Managed Service – Foundation Subscription

Additional information:

  • Estimated Duration: 1 Year
  • In-Scope Products: BMC Helix Business Workflows, BMC Helix Chatbot, BMC Helix Digital Workplace, BMC Helix Discovery, BMC Helix ITSM, BMC Helix MCSM, BMC Helix Control-M
  • Service Type: Technical Assistance
  • Availability: Available
  • Success Service Codes:
    • 250 Additional Transactions (AMSX_ADDN_001)
    • On-Premises Container Coverage (AMSX_ONPM_001)
    • Add Onshore SDM (AMSX_ONSH_001)
    • Additional Language Coverage (AMSX_LANG_001)
    • Additional In Scope Products (AMSX_PROD_001)
    • 16x5 Service Coverage with Offshore SDM (A165_OFFS_001)
    • 16x5 Service Coverage with Onshore SDM (A165_ONSH_001)
    • 24x5 Service Coverage with Offshore SDM (A245_OFFS_001)
    • 24x5 Service Coverage with Onshore SDM (A245_ONSH_001)
  • Date Last Updated: 05/12/2022
*Definitions

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