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Support Central

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 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.
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.

*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.

BMC Support Resources

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 ›