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Support Service Levels

Last updated December 3, 2020

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)
7am-7pm, M-F
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours
All On-Premise products including Mainframe
BMC Premier Support for On Premise 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 = 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)
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
BMC SaaS 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 = 15 Clock Minutes
S2 = 30 Business Minutes
S3 = 4 Business Hours
S4 = 16 Business Hours
All SaaS products (production environment only) except:
•  BMC Helix Remedyforce
•  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
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

- Local Business Hours are Monday - Friday, from 7am - 7pm for the time zone where the Customer is located.

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

- Local Business Hours are Monday - Friday, from 7am - 7pm for the time zone where the Customer is located.

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 ›