Support Central

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	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 (On-Premise and SaaS Production environments only) S2 = 1 Business Hours S3 = 1 Business Hours S4 = 1 Business Hours	All On-Premise products, all BMC Helix products, all Enhanced Success Subscriptions, Advanced Success Subscriptions, Comprehensive Success Subscriptions, and Additional Premier Coverage catalog items except: DBA products (for On-Premise) BMC Helix Remedyforce (for SaaS) Marketzone products Mainframe products BMC Helix Control-M is not covered for BMC Helix products (S1A and S1 for production* environment only)

*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.

* Helix Control-M customers using Sandbox tenants are restricted to opening S4 severity-level cases only.

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
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 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 ›