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Support Service Levels

Last updated September 9, 2022

Each of BMC's support offerings includes the following, if and when available:

  • In accordance with the policies set forth below, BMC provides bug fixes, patches or workarounds in order to cause the Product to operate in substantial conformity with its then-current operating documentation, and
  • BMC provides new releases or versions, to the extent they are furnished to all other enrolled Support customers without additional charge.

BMC provides Support via Web, Email and Phone.

Initial Response goals are relative to the impact of the reported problem on the customer environment. The BMC definitions for Impact (Severity) levels 1-4 can be found here.

Note: All of BMC’s Support Offerings are subject to change without notice, and that not all support offerings are available for all BMC products.

Offering Hours of Operation Initial Response Goals Available with the Purchase of:
BMC Continuous Support
24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 12 Business Hours
All On-Premise products including Mainframe
BMC SaaS Support
24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
(Excludes published holidays)
S1A = 30 minutes (SaaS Only availability/Outage)
S1 = 1 Clock Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 12 Business Hours
All SaaS products (S1A and S1 for production* environment only)
BMC Premier Support for On Premise Products
24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 1 Business Hours
S3 = 1 Business Hours
S4 = 1 Business Hours
All On-Premise products except:
  • DBA products
  • Marketzone products
  • Mainframe products
BMC Premier Support for SaaS Products
24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
(Excludes published holidays)
S1A = 30 minutes (SaaS Only availability/Outage)
S1 = 1 Clock Hour
S2 = 1 Business Hours
S3 = 1 Business Hours
S4 = 1 Business Hours
BMC Helix products (S1A and S1 for production environment only) except:
  • Marketzone products
  • BMC Helix Remedyforce
  • BMC Helix Control-M
BMC Enhanced Support for Success Subscriptions
24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
(Excludes published holidays)
S1 = 1 Clock Hour (On-Premise and SaaS Production environments only)
S2 = 1 Business Hours
S3 = 1 Business Hours
S4 = 1 Business Hours
Enhanced, Advanced, and Comprehensive Success Subscriptions for all products except:
  • On-Premise Mainframe products
  • BMC Helix Remedyforce
  • Marketzone products

*DSOM Helix customers with non-production environments should open their availability and performance issues as sev 1.

- Support business hours reflect normal country business hours in your time zone.
For All specific hours of operation, see the country specific Support Contact pages.

- BMC SaaS Support customers with a current agreement that provides for a different response times will continue to have such response times until the end of their current SaaS order term.

Discontinued Support Offerings (not available for new purchases)

Offering Hours of Operation Initial Response Goals Available with the Purchase of:
BMC Basic Support
Local Office Hours
8 hours x 5 days
9am- 5pm, M-F
(Excludes published holidays)
S1 = 4 Office Hours
S2 = 8 Office Hours
S3 = 12 Office Hours
S4 = 24 Office Hours
This Support offering is not available for new license purchases
BMC Fast-Track Support
Local Business Hours
12 hours x 5 days
7am-7pm, M-F
(Excludes published holidays)
S1 = 1 Business Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours
This Support offering is not available for new license purchases
Helix Control-M Support
24 hours x 7 days
(S1 Production environment only))
(Includes published holidays)
Local Business Hours (for S2 - S4)
7am-7pm, M-F
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 16 Business Hours
BMC Helix Control-M
BMC Helix Remedyforce Support
24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
7am-7pm, M-F
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 16 Business Hours
BMC Helix Remedyforce
24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
7am-7pm, M-F
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 1 Business Hours
S3 = 1 Business Hours
S4 = 1 Business Hours
All On-Premise products except:
  • DBA products
  • Marketzone products
  • Mainframe products
24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
7am-7pm, M-F
(Excludes published holidays)
S1 = 15 Clock Minutes
S2 = 30 Business Minutes
S3 = 4 Business Hours
S4 = 16 Business Hours
BMC Helix products (production environment only) except:
  • Marketzone products
  • BMC Helix Remedyforce
  • BMC Helix Control-M

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 ›