Support Central

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, a fundamental level support offering that comes with your purchase of BMC On-Premise and Mainframe products,  provides 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 during local business hours (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.

SaaS Support, a fundamental level support offering that comes with your purchase of BMC Helix products, provides support 24 hours a day, 7 days a week (Including published holidays) for  Severity-1 cases. This includes a 30 minute response time for Severity-1A (Saas Only availability/Outage) and 1 clock hour for Severity-1 cases.  Severity 2-4 cases are responded to during local business hours (Excludes published holidays). For more details on SaaS Support, please see our  Support Policies  page for details on Service Levels, Definitions and more support information. 

Helix Remedyforce Support, a fundamental level support offering that comes with your purchase of BMC Helix Remedyforce, provides 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 during local business hours (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, a fundamental level support offering that comes with your purchase of BMC Helix Control-M, provides 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 during local business hours (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 is an enriched 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.

We offer two offerings of Premier Support services:

• Premier Support Gold is our most comprehensive offering, for customers with complex, mature, or large-scale solutions. Premier Support Gold is comprised of all four value-added bundles: Premier Foundation, Governance and Communication, Risk Mitigation, and Enablement.
• Premier Support Foundation is our entry level offering in Premier Support, for customers with smaller installations that are still growing. Premier Support Foundation consists of our first level of enriched support offerings, with the ability available for customers to add one or more additional bundles to build a custom solution.