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.|
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.
- 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 ›