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Annual Support Offerings

At BMC Software, we understand it's not just about technology. It's about how technology can activate your business. That's why BMC Software Customer Support is a sound part of your technology decision. With BMC Software Customer Support, you can rely on our support experts from around the world to deliver high quality, dependable service to help you meet your BMC technology needs.

Our support offerings are streamlined to make it easier for you to choose the appropriate support offerings for your business needs, and our maintenance provides you with access to the most current releases and versions of your product including any fixes, patches or workarounds for our products.

BMC's support offerings include the following, if and when available:

  • For the most current releases and version of the Product, BMC provides bug fixes, patches or workarounds in order to cause the Product to operate in substantial conformity with its then-current operating documentation, and
  • BMC provides new releases or versions, to the extent they are furnished to all other enrolled Support customers without additional charge.

BMC provides Support via Web, Email and Phone.

BMC Continuous Support

BMC Continuous Support, a fundamental level support offering that comes with your purchase of BMC On-Premise and Mainframe products,  provides comprehensive support 24 hours a day, 7 days a week (Including published holidays) for Severity-1 cases. This includes a one clock-hour response time for Severity-1 cases. Severity 2-4 cases are responded to 7am-7pm, M-F (Excludes published holidays). For more details on Continuous Support, please see our Support Policies page for details on Service Levels, Definitions and more support information.

BMC SaaS Support

SaaS Support, a fundamental level support offering that comes with your purchase of BMC Helix products, provides comprehensive support 24 hours a day, 7 days a week (Including published holidays) for Severity-1 cases. This includes a 15 minute response time for Severity-1 cases. Severity 2-4 cases are responded to 7am-7pm, M-F (Excludes published holidays). For more details on Continuous Support, please see our Support Policies page for details on Service Levels, Definitions and more support information. 

BMC Helix Remedyforce Support

Helix Remedyforce Support, a fundamental level support offering that comes with your purchase of BMC Helix Remedyforce, provides comprehensive support 24 hours a day, 7 days a week (Including published holidays) for Severity-1 cases. This includes a one clock-hour response time for Severity-1 cases. Severity 2-4 cases are responded to 7am-7pm, M-F (Excludes published holidays). For more details on Continuous Support, please see our Support Policies page for details on Service Levels, Definitions and more support information.   

Helix Control-M Support

Helix Control-M Support, a fundamental level support offering that comes with your purchase of BMC Helix Control-M, provides comprehensive support 24 hours a day, 7 days a week (Including published holidays) for Severity-1 cases. This includes a one clock-hour response time for Severity-1 cases. Severity 2-4 cases are responded to 7am-7pm, M-F (Excludes published holidays). For more details on Continuous Support, please see our Support Policies page for details on Service Levels, Definitions and more support information.

BMC Premier Support

BMC Premier Support is an enhanced level of support available to our Enterprise customers whose business depends on BMC solutions. BMC Premier Support provides you with designated representatives who will work with you and your support team to focus on your business needs. These designated resources visit your site, get to know your staff and understand your IT operations and business. They will work with you to review cases and changes in your environment to provide a proactive and personalized service ensuring you achieve the maximum value from your BMC solutions.

We offer two offerings of Premier Support services:

  • BMC Premier Support for On Premise Products is our most comprehensive support offering for BMC On-Premise products and provides value-added services like Designated Premier Support team, enhanced SLAs, governance calls, mockup test lab, product assessments, and best practices — improving our customers’ key business outcomes.
  • BMC Premier Support for SaaS Products is our most comprehensive offering for BMC SaaS offerings and provides value-added services like Designated Premier Support team, enablement assistance to the SaaS solution, subject matter expert sessions, product health assessments, upgrade assistance, strategic reviews, Weekly governance calls and monthly custom reports. 

Upgrade Assistance

  • The BMC Assisted Migration Offering (AMIGO) program is designed to assist customers with the planning of product upgrades to a newer version – “Success through proper planning”.
  • Explore AMIGO Program ›