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BMC Support Customer Impact Definitions

Impact Level Customer Impact Criteria
SaaS Only - Production instance Unavailable.
Customers should check Status page for latest updates on active outages prior to opening a ticket.
Critical Impact to production and non-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.
Significant Impact to business service or system performance affecting production systems or normal operations for multiple groups of users.
Limited Impact
to the business service, localized to specific service, application or group of users. Workaround may be available to circumvent.
No service impact,
Non-critical issues, or general questions.

*Non-production support is not applicable to Mainframe Products, Control-M or Remedyforce non-production environments. Only production will be supported for Severity 1 Mainframe Products, Control-M and Remedyforce support cases.

Additional Support Centers

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 ›