As part of BMC’s digital transformation process, we are making some changes to how Cases are submitted and managed on Support Central. The first of these changes will be deployed to Support Central over the weekend of August 18, 2023.

Why is this being done?

This is one step in a program to modernize our digital Support experience, and to simplify doing business with us.

What is changing with Case management?

When submitting a Case, you will no longer be asked to select a Support ID. You will still need to have a valid Support ID associated with your login account. When you select a product (just as you do today) our system will determine the appropriate Support ID to use for the Case, based on the Support IDs associated with your login. 

What if I manage Cases for more than one customer?

If you have Support IDs for more than one company associated with your login, you will be asked to choose a company for the Case, but not the Support ID directly.

How are Support Partners being impacted?

Partners will still choose whether a Case is for themselves or an end-customer, and then choose the end-customer if appropriate.

Is anything else changing?

You will no longer see a “Service Level” associated with a Support ID when using the “Manage Support IDs” feature of Support Central. You can find the Service Level which covers each of your products listed on the Licensed Product page on Support Central (My Support -> Licensed Products).

July 31, 2023

Dear Customer:

BMC is writing to you today as a customer of BMC StreamWeaver. After careful consideration and evaluation, we want to inform you that we have made the decision to announce the End of Life (EOL) for BMC StreamWeaver as a standalone product.

Effective today and according to terms set out on BMC’s Customer Support site (https://www.bmc.com/support/resources/bmc-product-support-policy.html), BMC is announcing the End of Life for the product listed below:

BMC will continue to provide Limited Support for the latest generally available version(s) of the products as defined at the Product End of Life section of BMC’s Product Support Policy until the end of support date listed above. As per this policy, BMC will continue to develop hot fixes for problems of high business impact. However, this solution is considered functionally stabilized, and therefore, will not receive further enhancements during this period.

Effective today until the end of support date listed above, BMC will continue to provide customers with active support contracts access to BMC Customer Support as described in this letter. You can continue to interact with BMC Customer Support just like you do today to receive such support.

StreamWeaver’s data ingestion and reconciliation capabilities are still key to BMC’s Observability and AIOps strategy and and have been incorporated as Intelligent Integration capabilities of the BMC Helix AIOps and BMC Helix Discovery products. BMC recommends that customers consider the option to move to BMC Helix in parallel with their upcoming renewal, taking advantage of enhanced integration capabilities included a product identified as a leader by Forrester in the most recent AIOps wave (available for download from BMC website).

If you have any questions regarding this transition, please contact your BMC Account Manager at 1-855-834-7487 and press Option 1 for Sales, or BMC Customer Support at 1-800-537-1813. To receive updated information as it becomes available, please subscribe to our Proactive Alerts from our BMC Support Central site.

Thank you.

Sincerely,

Gyanendra Rana

Director, Product Management

BMC Software

Product Change Notification July 2023

Enriching customer satisfaction by providing quality information regarding product renames, replacements, and withdrawals.

PRODUCT RENAME

Complimentary and non-elective retitle of an existing product base, version, and/or marketing schedule that does not alter the feature, functionality, pricing, or existing agreements/entitlements of the product.

PRODUCT AUTO MIGRATION

Complimentary and non-elective product migration that does not result in modifications to the product’s feature and functionality. In instances where minor incremental functionality is provided, such would have otherwise been provided in connection with routine maintenance releases that all subscribers would have been entitled to.

PRODUCT OPTIONAL MIGRATION

SAAS TO SAAS CONVERSION

Paid elective product change that may result in more than minimal changes to the product’s feature, functionality, and/or license list price. In some instances, it may lead to a change in the product code, thus requiring re-installation of the product, but it should not be such that the functionality of the product produces a completely unrelated outcome. The old product rights must be forfeited upon the migration, therefore requiring customer authorization.

PRODUCT UPGRADE

Paid elective product change that consists of moving from one product or solution to another one that contains all the functionality in the original one, plus greater features, and functionality, while remaining within the same product family.

PRODUCT WITHDRAWAL

NO MIGRATION

The End of Life (EOL) of a product, which results in moving it to an Obsolete status once the Projected Obsolete Date (POD) is reached, with no option for customers to migrate it.

KEY DETAILS

Visit the "Attachments" Section to download the PDF/Excel version of this Blog post

FOR MORE INFORMATION

Please contact the appropriate Product Manager by emailing the address provided within each product change section

Group: Product Changes 

Group: Product Changes 

July 18, 2023

Dear Customer:

This message is to inform you about important changes regarding TrueSight Operations Management and BMC MarketZone Direct partner offerings from Sentry Software.

To meet the changing needs of modern I.T. organizations, BMC has developed the all-new BMC Helix Operations Management with AIOps. This is BMC’s next-generation solution, replacing TrueSight Operations Management.

Launched in 2020, BMC Helix Operations Management with AIOps has seen tremendous success in helping customers better predict and proactively address potential issues, detect anomalies, maximize service availability, minimize downtime, and provide a seamless customer experience. BMC has also been identified as a leader by Forrester in the most recent AIOps wave (available for download here). The same advanced monitoring capabilities and custom Knowledge Modules from Sentry Software are fully integrated and available for BMC Helix Operations Management with AIOps. Based on this success, BMC is beginning the process of transitioning all TrueSight Operations Management customers to the new BMC Helix Operations Management platform.

This process includes providing you with the resources you need to become familiar with the new platform and to plan your migration – enabling you and your organization to move to a much more powerful platform. Your BMC Account Manager will help you throughout this process, but you can start by reviewing these resources:

• Website: BMC Helix Operations management

• Additional Migration Details: Why Migrate to BMC Helix Operations Management

This process also includes the announcement that effective today, and according to terms set out on BMC’s Customer Support site, BMC is announcing the End of Life for the TrueSight Operations Management and Sentry for TrueSight Operations Management products. The end of support for TrueSight Operations Management is the later of your current support end date as set forth in your current Order (no renewals are available beyond the current term) or March 31, 2025. The end of Support for Sentry for TrueSight Operations Management is March 31, 2025. For clarity, please see the accompanying product table which provides the list of associated product names and their end of support date. This end of support does not apply to any of the other TrueSight products not contained in the accompanying table.

Effective today, until the end of support date listed above, BMC will continue to provide customers with active support contracts access to BMC Customer Support as described in this letter. You can continue to interact with BMC Customer Support just like you do today to receive such support. Prior to the end of support date, customers with an active support contract have the option to migrate their current product licenses to the replacement offerings. Customers that migrate to BMC Helix Operations Management prior to their end of support date will receive support for TrueSight Operations Management during the migration process.

If you have any questions regarding this transition, please contact your BMC Account Manager at 1-855-834-7487 and press Option 1 for Sales, or BMC Customer Support at 1-800-537-1813. To receive updated information as it becomes available, please subscribe to our Proactive Alerts from our BMC Support Central site.

Thank you.

Sincerely,

Joseph George

VP, Product Management

BMC Software

We have great news for you. We are excited to announce our new course Control-M for Mainframe 20.x: Fundamentals Output Management Using as a part of the Control-M for Mainframe Training program. This instructor-led training course will enable BMC Customers and Partners to unleash the true potential of Control-M Output Management. 

This one-day training introduces you to the retrieval, editing, and printing of reports with ease. Additionally, you will also learn to use the comprehensive GUI (Graphical User Interface) of Control-D/WebAccess Server for filtering, sorting, and printing reports. 

During the training, you will explore and learn how to display and edit reports in different formats and retrieve pages and sections of a report using indexes. Furthermore, you will acquire skills to add notes to your reports and print them to file. Moreover, you will learn to perform filtering and sorting reports using

Control-D/WebAccess Server. Finally, you will learn how to access, view, and print your reports in various formats.

Click here for more information on Course Abstract and Registration

Click here to view all Control-M for Mainframe Learning Offerings

We would like to thank all stakeholders for their time and input for this course.

BMC Support Central case management improvements are on the way!

We are committed to providing our partners and customers with the best possible user experience. We do this by constantly evaluating and improving our processes. That is why we are phasing out email to case submissions. You are receiving this email because you are a BMC Customer who has opened cases via email in the past.

What does this mean?

We have updated BMC Support Central so that you can easily open and manage all cases online. You will still be able to update cases via email once a case is opened online. This initiative includes streamlining support case management to ensure tickets are resolved more efficiently, engaging the right technical teams without delay and enabling you to be in control of the product details and severity of the case.

When is this happening?

To assure best service, we ask you to open all new cases on BMC Support Central as we phase out email to case submissions by October 2023.

What do you need to do to get ready?

Follow the steps below utilizing the videos, documents or weblinks as a guide to help you along the way. (Each video is less than 3:30 minutes)

Step 1: Register on BMC Support

Already have an account but can’t remember your password? Password Reset

Step 2: Create a Case online

Looking for additional tips?

If you already have a Support account but need to add additional support ids, please click on your profile icon on the right-hand side once you are logged in and select “Manage Support ID’s”. Click on “Add Support IDs” and enter the Support ID and Pin you wish to add.

Have questions or need additional help?

Please contact customer_care@bmc.com