Support Central

Last updated April 9, 2023

"This Support Offering is no longer available for purchase to new customers."

BMC Advantage Enterprise/BMC Advantage Enterprise Emerging Markets

Scope: BMC Advantage Enterprise and BMC Advantage Enterprise Emerging Markets provide the deliverables listed below for the benefit of the customer entity purchasing BMC Advantage Enterprise and BMC Advantage Enterprise Emerging Markets, during local business hours in the geographic region where that customer is located. BMC Advantage Enterprise and BMC Advantage Enterprise Emerging Markets may be purchased for BMC Enterprise Products enrolled in BMC Support and for BMC Subscription Services. The order for BMC Advantage Enterprise and BMC Advantage Enterprise Emerging Markets call out the BMC Products/BMC Subscription Services covered. 

Customer Success Executive: Serves as BMC’s primary point of contact on matters relating to our collaboration to help customer’s achievement of its business objectives and the agreed success plan through the BMC post-sales lifecycle. These resources are shared among four (4) customer accounts on average.

Executive sponsor: A BMC executive who partners with customer’s principal executive sponsor to drive overall success.

Tailored customer success plan: Jointly defined action plan to align BMC and customer on desired business objectives and associated activities.  

Value Alignment: Joint process to measure and communicate value that aligns with customer’s business objectives.

Business reviews: Four onsite (if possible) quarterly business reviews (QBRs) plus two (2) additional onsite (if possible) checkpoints per year to maintain alignment with BMC on customer’s progress toward desired business objectives and ROI.

Governance model: Participation in customer’s governance framework overseeing execution of the mutually agreed customer success plan.

Solution adoption tracking: Review of solution adoption and maturity, with recommendations for improvement.

Capability Insights: A best practice review of targeted capabilities and comparison to best practice, up to five (5) days per capability, up to 1 capability per year.

Solution Insights: A focused review of end-to-end use cases, highlighting best practices vs. current state deployment, up to five (5) days per end-to-end use case, up to 1 end-to-end use case per year.

BMC Advantage Enterprise Plus/BMC Advantage Enterprise Plus Emerging Markets (No longer available for purchase)

Scope: BMC Advantage Enterprise Plus and BMC Advantage Enterprise Plus Emerging Markets include the deliverables listed above for BMC Advantage Enterprise and BMC Advantage Enterprise Emerging Markets, as well as the deliverables listed below, all for the benefit of the customer entity purchasing BMC Advantage Enterprise Plus and BMC Advantage Enterprise Plus Emerging Markets, during local business hours in the geographic region where that customer is located. BMC Advantage Enterprise Plus and BMC Advantage Enterprise Plus Emerging Markets may be purchased for BMC Enterprise Products enrolled in BMC Support and for BMC Subscription Services. BMC Advantage Enterprise Plus and BMC Advantage Enterprise Plus Emerging Markets cover all BMC Enterprise Products enrolled in BMC Support and all BMC Subscription Services. 

Operational Governance Readiness Insight: Provide advice and guidance on establishing governance and control over the use of BMC products, the capabilities they enable, and the supporting structures. Up to five (5) days per year.

Operational and Organizational Readiness Insight: Provide advice and guidance to facilitate customer’s organizational change and stakeholder management activities as they relate to the adoption and exploitation of BMC products. Up to five (5) days per year.

Technical Advisory: Provide product-focused best practice advice and guidance to help drive adoption and realisation of value. Identify opportunities to expand value and facilitate the production and evolution of roadmaps. Up to ten (10) days per year.

BMC Advantage Enterprise Emerging Markets Remote (English)

Scope: BMC Advantage Enterprise Emerging Markets Remote (English) provides the deliverables listed below for the benefit of the customer entity purchasing BMC Advantage Enterprise Emerging Markets Remote (English), during local business hours in the geographic region where that customer is located. BMC Advantage Enterprise Emerging Markets Remote (English) may be purchased for BMC Enterprise Products enrolled in BMC Support and for BMC Subscription Services. The order for BMC Advantage Enterprise Emerging Markets Remote (English) call out the BMC Products/BMC Subscription Services covered. This offering is available only in the EMEA market. All deliverables are provided remotely and in English language.

Customer Success Executive: Serves as BMC’s primary point of contact on matters relating to our collaboration to help customer’s achievement of its business objectives and the agreed success plan through the BMC post-sales lifecycle. These resources are shared among four (4) customer accounts on average.

Executive sponsor: A BMC executive who partners with customer’s principal executive sponsor to drive overall success.

Tailored customer success plan: Jointly defined action plan to align BMC and customer on desired business objectives and associated activities.

Value Alignment: Joint process to measure and communicate value that aligns with customer’s business objectives.

Business reviews: Four remote quarterly business reviews (QBRs) plus two (2) additional remote checkpoints per year to maintain alignment with BMC on customer’s progress toward desired business objectives and ROI.

Governance model: Participation in customer’s governance framework overseeing execution of the mutually agreed customer success plan.

Solution adoption tracking: Review of solution adoption and maturity, with recommendations for improvement.

Capability Insights: A best practice review of targeted capabilities and comparison to best practice, up to five (5) days per capability, up to 1 capability per year.

Solution Insights: A focused review of end-to-end use cases, highlighting best practices vs. current state deployment, up to five (5) days per end-to-end use case, up to 1 end-to-end use case per year.