BMC AMI AMS Additional Service and Coverage Options

What you get:

BMC will upgrade your AMS based on the options selected below

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

Access to AMS resources is limited to local business hours from 6:00 am to 10:00 pm 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 480 
• Incidents/problems and changes – up to 120 

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

• Application Administration Requests – up to 960 
• Incidents/problems and changes – up to 240

Non-Business Day Coverage: The AMS team will provide one additional delivery specialist for a period of eight Days on a Non-Business Day, under the Customer’s direction, to perform activities like:

• Environment Validation – After implementation of BMC application minor releases and patches, the AMS team will perform functionality validation of existing functionality of the BMC Products.
• Upgrade Validation – After any major upgrade of BMC applications, the AMS team will perform a functionality validation of new features of the BMC Products, customizations, data and BMC Product integrations. 
• Product Instance validations for any IPL/planned maintenance on LPARs/SYSPLEX and other SUBSYSTEMS that impact the In-scope BMC AMS Product Instance.
• Provide validation assistance to customers DR/SR teams.
• Proactive monitoring for critical production deployments

Terms on Duration: AMS resources are remotely available to customers during eight (8) consecutive defined hours between 6:00 am and 10:00 pm aligned with Customer's time zone on a Non-Business Day.

Pre-requisites:

• Customer must have purchased the BMC AMI Applications Managed Service – Foundation Subscription

• Customer must have at least 12 months remaining on their BMC Applications Managed Service – Foundation Subscription

Additional information: 

• Estimated Duration: 1 Year
• In-scope Product: BMC AMI DevX Code Pipeline
• Service Type: Technical Assistance
• Availability: Active
• Success Service Code:
  

  Service Coverage option	Service Codes
  16x5 Service Coverage with Offshore	BMC_AMSX_ADDN_002_IZOT
  16x5 Service Coverage with Onshore	BMC_A165_ONSH_002_IZOT
  24x5 Service Coverage with Offshore	BMC_A165_ONSH_002_IZOT
  24x5 Service Coverage with Onshore	BMC_A245_ONSH_002_IZOT
  Non-Business Day Coverage	BMC_AMSNBD_001_IZOT

  
  

  Additional Service Options	Service Codes
  300 Additional Tickets Pack	BMC_A165_OFFS_002_IZOT
  Additional In-Scope Product Production Instance with Offshore SDM	BMC_SDM AISX_OFFSH_002_IZOT
  Additional In-Scope Product Production Instance with Onshore SDM	BMC_SDM AISX_ONSH_002_IZOT
  AMS On-Call Support for Each Product	BMC_AMSX_OCSP_001_IZOT

  .
• Date Last Updated: 08/25/2025

Related Resources:

Additional BMC Services:

As part of your ongoing adoption and extension of BMC capabilities and solutions, the following services complement this one:

• BMC AMI Day 2 Operations
• Access to a BMC AMI Applications Managed Service Specialist
• BMC AMI Application Managed Service Foundation