Applications Managed Service Gold Upgrade
For BMC Comprehensive Success Plan subscribers, this Service upgrades the BMC Application Managed Service (AMS) to 16x5 coverage, provides on-call service for Severity 1 outside of normal coverage hours, and increases service entitlements.
What you get:
BMC will perform the following:
In addition to your Comprehensive Success Plan, the AMS will be upgraded to:
Availability: Access to AMS resources is limited to local business hours 6:00am to 10:00pm Monday through Friday (16x5) in the Customer time zone, excluding Customer public holidays. On-call service is provided for Severity 1 issues outside of contracted business hours coverage.
AMS is scoped according to the following entitlements:
- Application Administration Requests: 720
- Incidents*: 180
- Problems*: 18
- Integrations: Up to 7. BMC will maintain in-scope integrations and interfaces which may include, but is not limited to, API, Web Services, BMC Atrium Integrator, and BMC Helix Integration Service. In-scope integrations are subject to BMC approval. (The non-BMC side of the interfaces remains the responsibility of Customer.)
- Service Coverage 16x5 and on-call service for Severity 1 issues outside service coverage hours
- Customer must be a subscriber to the Comprehensive Success Plan
- Customer must have at least nine months remaining on their Comprehensive Success Plan
- Estimated Duration: 1 year
- In-scope Products: BMC Helix Business Workflows, BMC Helix Chatbot, BMC Helix Digital Workplace, BMC Helix Discovery, BMC Helix ITSM
- Service Type: Technical Assistance
- Availability: Active
- Success Service Code: APPM_GOLD_001
- Date Last Updated: 08/18/2021
Application Administration: Fulfilling requests to manage application data and content and handling all incidents, problems, and changes with minimal disruption to Customer.
Incidents: ITIL® terminology: A disruption of service or a request for work or information that has generated a ticket within the Customer’s ITSM application.
Problems: ITIL terminology: A situation requiring investigation about the root cause of incidents.