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BMC Support Customer Impact Definitions

Impact Level Customer Impact Criteria
1A SaaS Only - Production instance Unavailable.
Customers should check Status page for latest updates on active outages prior to opening a ticket.
1 Critical Impact to production environment, primary business service, large number of users experience critical loss of function or data integrity at risk.
Customer resources should be available to work on a 24x7 basis with BMC to resolve the issue.
2 Significant Impact to business service or system performance affecting production systems or normal operations for multiple groups of users.
3 Limited Impact
to the business service, localized to specific service, application or group of users. Workaround may be available to circumvent.
4 No service impact,
Non-critical issues, or general questions.

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 ›