Support Central

BMC Support Customer Impact Definitions

Impact Level	Customer Impact Criteria
1	Critical Service Impact Case critically affects the primary business service, major application, or mission critical system. Customer resources should be available and willing to work on a 24x7 basis with BMC to resolve the case. Characteristics of a Severity 1 case include: Business service is not operational Production system crashes Data integrity at risk Production backup and recovery operations fail.
2	Significant Service or Implementation Impact The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available.
3	Moderate Service Impact The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The case may be temporarily circumvented using an available workaround.
4	No Service Impact Non-critical cases, general questions, enhancement requests, or documentation cases

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”.