Support Central

BMC Concierge Upgrade Support provides additional assistance for customers planning an upgrade to a newer version of their BMC Products.

Concierge Upgrade Support is available for both the Control-M and AMI product families, for the core on-premise parts of these solutions.

BMC will provide collateral containing upgrade best practices compiled by experts in BMC Support and R&D. You can leverage this information to create your upgrade plan and then review it with BMC experts before moving ahead.

Concierge Upgrade program includes two pre cutover meetings with technical support to ensure a smooth upgrade.

• The first meeting includes discussions on the cutover plan and potential pitfalls
  • DBA potential discussion points: Enterprise Server environment, Requirements, High Availability, Add Ons, Agentless, Java, and others.
  • IZOT potential discussion points: Environment readiness and infrastructure validation, Product Specific Considerations, High Availability and Rollback Strategy, Installation or Upgrade plan.
• The second session is designed to review the cutover plan approximately 2 weeks prior to the scheduled upgrade. Open issues are addressed, and the customer is introduced to the on-call team for the cutover weekend.

To access the Concierge Upgrade service, all you need to do is to log a Support case in the normal way and state that you are requesting Concierge Upgrade Support.

Note: Concierge Upgrade Support provides help planning and preparing for your upgrade. It does not provide expedited resolution for technical cases encountered during the upgrade process, nor is it a substitute for a Professional Services engagement.

If you desire assistance with the execution of your upgrade plan, please contact your BMC Account Manager for help engaging BMC Professional Services.