Support Central

Last Update June 2, 2021

This Support Offering is no longer available for purchase to new customers. Please click here to go to our new Premier Support Offerings page.

BMC Helix Premier Success is for our customers running BMC SaaS solutions and is available in the following base configurations:

• Helix Premier Success
• Helix Premier Success Enterprise¹
• Helix Premier Success Advocate¹

The following service is available as an add-on to a base configuration:
Helix Premier Success – PSA Add-On

The following section describes the deliverables that come with an order for the BMC Helix Premier service, for use in connection with a single BMC SaaS offering in one production environment, during local business hours in the region for which BMC Helix Premier Success was contracted. Customers seeking to cover additional SaaS offerings or extend the geographical coverage for existing SaaS offering must pay an additional fee. BMC MarketZone Products are not eligible to be enrolled in Helix Premier Success. A list of BMC MarketZone Products is found here.

A subscription for BMC Helix Premier Success shall include the following:

Premier Support Account Manager

The Premier Support Account Manager (PSAM) is primarily focused on helping Premier customers succeed with the BMC solution covered by Premier. The PSAM delivers high touch, strategic account oversight, engaging the right resources needed to support the customer’s requirements and objectives.

Service Delivery Plan

Developed jointly between the Premier team and the Premier customer, the Service Delivery Plan is a living document detailing the Premier Customer’s priorities and desired outcomes related to the BMC solution covered by Premier.

Governance Calls

On a cadence agreed between the Premier Support Account Manager (PSAM) and the Premier customer, the PSAM, with technical input from members of the team, leads these discussions which cover the progress of in-focus initiatives and activities, including status of open issues, helping to set correct priorities and reduce resolution times. Also discussed are recommendations arising from the Offering Configuration Review, SME sessions, or lessons learned from critical incidents.

Offering Configuration Review

A Premier Support Architect will perform Offering Configuration Reviews up to twice a year, limited to the offerings and environment covered in the agreement. Analysis is undertaken on the overall application supportability, configuration, performance and functionality. Recommendations are formally documented and presented to the customer, and then tracked to implementation as part of governance calls.

Monthly Operations Reports

In addition to the License Utilization Availability reports, the BMC Premier Support Account Manager will deliver monthly reports on support and operational metrics for Helix Premier Customers.

Subject Matter Expert (SME) Sessions

These customer-driven, interactive sessions are focused on maximizing utilization and driving offering adoption. The SME sessions are knowledge transfer engagements allowing customers to have technical discussions on bespoke topics which may be unique use cases or configuration requirements. Helix Premier Success customers will receive up to 8 SME sessions per year. For Helix Premier Success customers, the PSAM will coordinate from a pool of technical resources. Whilst the Accelerators available to Helix Premier Success customers are no longer being developed, the current available Accelerators may still utilized, all delivered Accelerators will count towards the SME session. To request either an Accelerator or SME session please follow the link here.

Service Delivery Review

The Premier Support Account Manager will coordinate with the Premier Customer to review progress and achievements against the Service Delivery Plan, adding or revising activities and timelines as appropriate. During the Service Delivery Review, the Premier team will also present a Summary Health Dashboard showing the health of multiple aspects of the offering implementation and summary recommendations for going to green. The Service Delivery Review will be delivered up to 4 times per year. Where available and possible, the Service Delivery Review can be held onsite with the customer face-to-face up to 2 times per year.

BMC also offers Helix Premier Success Enterprise. Customers who purchase this service shall receive all the benefits of Helix Premier plus the additional services set forth below:

Assignment of a designated Premier Support Architect (PSA) to perform the following tasks:

• Participate in project release milestones
• Participate in upgrades and patches
• Drive open issues to closure within support and customer engineering
• Advocate for enhancement requests

The PSA may also run tests customers’ SaaS test environment for in an effort to reproduce customer application support related issues and for testing patches provided by customer engineering. They may also assist in upgrade use case scenarios and testing in the SaaS test environment.

ProApptive Health Check

Helix Premier Enterprise Customers will receive up to four health scans per year. Recommendations based on these quarterly Health Scan Reviews will be made available to them and may serve as input to understand the overall health of your Helix installation.

Onsite Quarterly Strategic Review

Helix Premier Enterprise Customers will have access to an onsite strategic review, with the appropriate BMC resources to align the Helix service with the needs and direction of the customer’s business.

Escalation Management (Incident, Problem, Change Management)

Helix Premier Enterprise Customers will have a path for escalating incidents, problems and change management issues through a Premier Business Relationship Manager (PBRM) or PSA.

Weekly Governance Call

Helix Premier Enterprise Customers shall be entitled to have weekly calls with members of the Premier team to discuss the progress of projects, deliverable and initiatives.

Real time Federated chat access to PBRM & PSA

Helix Premier Enterprise Customers will have access to best practices, advice and guidance regarding the offerings under the Premier Support agreement. Helix Enterprise customers will also have access to a Premier Business Relationship Manager (PBRM) as well as a Premier Support Architect (PSA) via Federated Skype.

Development of custom Operation reports

Helix Premier Enterprise customers will receive up to three custom reports a month from their PBRM for such areas as: support ticket response, customer service and delivery, security and compliance, license utilization on an annual and or monthly basis.

Premier Support Architect

With the add-on of the Helix Premier Success Architect service, a designated PSA will provide the Premier customer with technical guidance and oversight for their specific implementation, and also participate in project release milestones and upgrades. In addition, the PSA works together with the PSAM to define the activities in the Service Delivery Plan that will help to achieve the customer’s objectives with the BMC solution. Where available and possible, the PSA will meet face-to-face with the customer up to 2 times per year.

As part of this add-on service, customers receive up to 4 additional SME sessions per year.

For a stand-alone fee, BMC offers a Helix Premier Success Advocate as an add-on service available to standard Helix SaaS Support customers. BMC Helix Premier Success Advocate (HPSA) service provides the deliverables listed below for one BMC Helix instance, during local business hours in the region in which BMC Helix is contracted. Customers may extend the service or geographic coverage with additional investment.

The BMC Helix Premier Success Advocate service provides customers with a single point of contact for issue oversight and advocacy within BMC. The HPSA will also monitor and drive technical issues and escalations whilst providing a point of contact for customer management as an additional resource for Support Advocacy.

Assignment of a Premier Helix Success Advocate to perform the following tasks

• Conduct regular operational reviews with customer management
• Monitor and drive high priority technical issues
• Coordinate resources, activities and communication for critical Escalation Management
• Review status of open defects and request for enhancements

Service Delivery Review

Twice per year, Helix Premier Success Advocate customers, remotely or through visits to the customer site (where possible) are entitled to an in-depth review of the value delivered by Premier, support trending and analysis reports, along with strategic planning alignment to future support requirements.

Governance Call contribution

Helix Premier Success Advocate customers, typically on a monthly cadence, review the progress of projects and initiatives, as well as the status of open high priority issues, helping set correct priorities and reduce resolution times.

Where customers are migrating from BMC (on-premise) to the BMC Helix platform, and said customers have already paid for BMC Helix Premier, the BMC Premier Support team will provide the following deliverable until the earlier of the conclusion of the migration process or the expiration of the customer’s Helix Premier subscription. This deliverable is provided in addition to the contracted agreement.

Upon completion of the migration to BMC Helix platform, customers automatically revert to full Helix Premier Success deliverables only.

BMC Premier Support will provide customers with a single point of contact for issue oversight and advocacy within BMC, providing the services and deliverables of the Premier Support Account Manager only.

Premier Support Account Manager

The Premier Support Account Manager’s (PSAM) role is the customer designated advocate within BMC who builds long-term relationships to understand the customer’s IT Organization, Goals and Strategy which enables proactive and insightful guidance to the customer’s operations. The PSAM also monitors and drives technical issues and escalations and serves as a point of contact for customer management.

Governance Calls

Performed on a weekly cadence, this regularly scheduled contact strengthens the customer relationship by enabling deep advocacy and trusted advisor of the Premier team into the customer teams. Together, the customer and the PSAM discuss the progress of projects and initiatives, as well as the status of open issues, helping set correct priorities and reduce resolution times.

Service Level Agreement

Continuous support SLAs apply, which can be found here.

Technical Resources

The Premier Support Account Manager will call upon a team of technical resources to provide technical advisory relative to the customer’s environment and Premier supported products to drive open issues to closure where appropriate and engage BMC escalation procedures with BMC Customer engineering where required.

Where customers have purchased the PSA-add on as part of their Helix subscription, BMC will designate a named technical resource for the on-premise to Helix term.

¹The following Helix Premier offerings are no longer offered to new customers:

• Helix Premier Success Enterprise
• Helix Premier Success Advocate