On premises to BMC Helix subscription migration, customization, integrations
Services provided, from activation to decommission
Service policies such as availability and upgrades
BMC service offering descriptions
Service levels and support
This section provides answers to frequently asked questions about BMC Helix services.
BMC provides services to hundreds of customers worldwide. These customers are across multiple industries and include many global customers with complex security, compliance, integration, and performance requirements.
Yes. BMC SaaS Operations monitors all customer environments. For more information, see System monitoring.
In Support Central, select the Service Status Dashboard option within the Case Management view.
BMC frequently resolves potential issues before they are customer-impacting. Based on incident severity, issues are addressed so as to provide restoration of the service as soon as possible. If you are experiencing an issue, promptly submit an incident to BMC Support. For more information, see the BMC Helix Incident Response policy.
For more information, see BMC Helix Upgrade policy.
Yes. You will have an opportunity in user acceptance testing to determine if those customizations still make sense. If they do not, they can be disabled so that the out-of-the-box workflow is executed instead. For more information, see BMC Helix ITSM Customization policy.
BMC SaaS Operations supports minor adjustments made to customizations as a part of the upgrade process. If a significant change to logic is required, you should work with BMC SaaS Operations to understand the impact. If a major change to the customized code is required, you can choose to implement it on an "as-is" basis, implement a small workaround, or disable the customized code. Any major changes to the customization can then be scheduled for implementation after the upgrade through the regular change control process. For more information, see BMC Helix Upgrade policy.
This section provides answers to frequently asked questions specific to BMC support.
Use portal, which requires registration.
Access to the portal first requires registration through BMC Support Central. You will log in using the credentials you set up during that registration process. Your username is usually your employer-provided email address.
To register for access to the portal, see the .
If you are having trouble accessing either portal, contact your Customer Value Specialist or have a co-worker submit a support case on your behalf. You may also initiate a live chat (during business hours) from the BMC Support Central site.
BMC Support Central is available via a desktop application only.
This section provides answers to frequently asked questions specific to submitting an RFC from the support portal.
See Change documentation for a complete list of the information you must provide when submitting a change within Support Central. Failure to provide the required information will result in scheduling delays for your request.
Scheduling is based on the date and time you request from the Requested Window Start Date and Requested Window Start Time fields. If there are any conflicts or concerns with these inputs, BMC SaaS Operations will contact you. BMC recommends a minimum of 72 hours notice for RFC scheduling.
Within BMC Support Central, you may cancel the case by opening it and selecting the Cancel button.
If you are using BMC Support Central, you have to state the related request in plain text.
No. Email communication will continue, with the added benefit of communication through the RFC request within the portal.
No. Although you may summarize the type of change in the Summary field, BMC SaaS Operations actually determines the type of change and categorizes it in the internal change management system. Customer input is not needed for this field.
No. BMC allows you to opt-out of CRB review and approval, assuming the customization was designed and developed using BMC recommended best practice guidelines. See BMC Helix Customization policy for more information.
Yes. Customers may add a comment to the RFC form requesting an adjustment to the date and time originally requested.
No. Regardless of whether or not you have CRB approval, it is your responsibility to maintain your customizations on an ongoing basis. For additional information, see the BMC Helix Customization policy.
BMC will first review the RFC inputs for completeness. Every effort will be made to schedule the requested change based on the date and time you requested. If there are any issues with the RFC scheduling, BMC SaaS Operations will contact you with a suggested alternate date and time. You will then have the option to accept or reject the proposed change window. If you need to reject it for any reason, please provide a reason for a rejection or another alternate date and time that works for you.
You may add a comment to the original RFC request and the assigned Support Manager can contact you.
In BMC Support Central > Case Management and select the Change Calendar option to see your scheduled change in the calendar view. If the RFC is not yet scheduled, you can view it under Case Management Details menu. This menu displays all requests that you have submitted, including incidents, service requests, and change requests. Various filtering options are available from the list view.
In BMC Support Central > Case Management, select Change Calendar. This option displays a calendar view of all scheduled (past 90 days plus future) changes.
For additional information that you might find helpful, use the following links: