Support Central

This policy defines the support policy for all BMC Subscription Services (as further defined below). Technical support is provided to customers currently subscribed to a BMC Subscription Service, based on the terms and conditions of the customer’s subscription services agreement with BMC and BMC’s current support terms.

Customers with an active subscription service can contact BMC via phone, email, and web during the term of their subscription services order. Support is available through the date of subscription service expiration or subscription service termination, if earlier. Contact your BMC account representative for assistance.

For current support status and subscription service information, sign up for Proactive Alerts and visit the Supported Product A-Z pages. Customers are responsible to ensure the nominated contact details are accurate within the Support Central Contacts Lists utility to receive email notifications from BMC. Proactive Alert, BMC notification email messages and the associated documentation are provided in English only.

This topic includes the following sections to help customers learn more about BMC’s support policy:

• Support for Subscription Services: Support for subscription services hosted in a BMC-controlled cloud environment. Such subscription services are referred to in this document as “BMC Subscription Services”. In some cases, an approved BMC partner may provide the cloud environment.
• Service End of Life
• Third-Party Products
• Upgrading
• Additional Information

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Support for BMC Subscription Services

BMC provides service packs, patches, hot fixes, or workarounds to enable generally available BMC Subscription Services to operate in substantial conformity with its then-current user guide.

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Service End of Life

• At any time, BMC may “end of life” a BMC Subscription Service by terminating such subscription service for all customers.
• At least 12 months prior to the termination, BMC will post a notification to the BMC Support Central web site and send physical or electronic notice to each customer who is subscribed to such BMC Subscription Service to the customer address on file. Unless otherwise mutually agreed with the customer, at no time will access to or support for a BMC Subscription Service end before the subscription service expiration date denoted in the applicable subscription services order.
• Renewals will not be granted past the date of termination for any “end of life” BMC Subscription Service.
• During the timeframe between when an “end of life” notification is posted to the BMC Support Central web site and the actual termination of the subscription service, the BMC Subscription Service will be supported as follows:
  • New enhancements or upgrades will not be made to the BMC Subscription Service or any customer environment.
  • BMC may develop new hot fixes for problems of high technical impact or business exposure for customers. With customer input, BMC will determine the degree of impact and exposure and the consequent activities.
  • Research and Development will be engaged on critical cases only and on a limited basis for problem identification.

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Third-Party Products

Support for third-party products integrating to/from a BMC Subscription Service remains the sole responsibility of the customer. The customer is responsible for assuring product compatibility of any third-party product with any BMC Subscription Service. Additionally, if a third-party vendor cancels support for one of its products (such as an operating system or subsystem), and that third-party product integrates or interacts with the BMC Subscription Services customer has purchased, the customer must upgrade to a supported version of that third-party product before BMC Support can provide support for the affected integration.

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Upgrading

Each BMC SaaS Subscription Service is regularly updated at defined intervals as further set forth in the User Guide. Customer may not engage in actions or inactions that prevent the upgrades, hot fixes or service packs from being implemented, unless agreed to in writing by BMC.

BMC will upgrade the BMC Subscription Services as necessary to deliver patches, updates and new functionality. The timing of upgrades will be at BMC's discretion. BMC will provide at least fourteen days’ notice for production service upgrades, and at least seven days’ notice for non-production service upgrades.

Customers are responsible for management of any on-premises integrated system, user acceptance testing, training, and internal communication planning during an upgrade. Likewise, for any BMC Subscription Services components installed and managed by the customer, it is the customer’s responsibility to ensure that these are upgraded on a regular basis.

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Additional Information

For additional information regarding support of BMC Subscription Services, please visit the full list of our Support Service Levels, BMC Support Customer Impact Definitions, and Supported Product A-Z pages.

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