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BMC commits to a specific service level agreement (SLA) for availability for its services, with penalties if the agreement is breached. Unless otherwise stated in your subscription agreement, your availability SLA is 99.9%.

BMC uses its own technologies such as BMC TrueSight Operations Management to monitor your environments, and provides monthly availability reports. Availability is a percentage of total service time, such as 99.95 percent, and is calculated by using the following formula:

Availability = (Service Time – Excluded Downtime – Non-excluded Downtime) x 100
                                                 (Service Time – Excluded Downtime)

The values in the formula are defined as follows:

  • Service Time: total minutes for a particular calendar month
  • Excluded Downtime: all downtime that is scheduled or mutually agreed-upon for the purpose of performing routine, non-emergency, or emergency maintenance on the services (this includes rolling restarts required on the servers that may temporarily affect user sessions or require the user to re-login), or that occurs on non-production systems. Excluded Downtime also includes downtime that is caused by factors outside the reasonable control of BMC, including, but not limited to, customer-managed performance or automated functional testing.
  • Non-excluded Downtime: all downtime that is not Excluded Downtime


Example calculation:

For the month of June, the service time is 720 hours (43,200 minutes). During that month there were 2 hours (120 minutes) of planned maintenance performed on the service. There was an additional 20 minutes of unplanned downtime that was not due to any of the factors listed in Excluded Downtime.

Availability is calculated as follows:

Availability = (43200 – 120 – 20) x 100 = 99.95%
                                  (43200 – 120)

In this example, the service level was met.


In the case of unscheduled production downtime on a core component (as defined below), BMC provides a Major Incident Report document as described in the BMC Helix Incident Response policy.

In the event of any production downtime (scheduled or unscheduled), the customer will be notified as defined in the BMC Helix Notification policy.

Core component definition 

The BMC Helix Availability policy applies to the following core components:

  • Remedy Single Sign-on (RSSO)*
  • BMC Helix ITSM applications, including Smart IT
  • BMC Helix Digital Workplace applications*
  • BMC Helix Business Workflows
  • BMC-owned Custom Applications offerings
  • BMC Helix Chatbot applications
  • BMC Helix Cognitive Automation application
  • BMC Helix Premium Connectors
  • Outbound email system*

Note:

You are eligible for service credits in the event BMC does not meet the SLA. Credits for the unavailability of a core component are based on the value of the affected subscription service(s) purchased.

*Components flagged with an asterisk above will be eligible for service credits only for the subscription service(s) they are part of, for example, the unavailability of RSSO as part of BMC Helix ITSM will entitle you to credits based on the value of the BMC Helix ITSM service. See Requesting a service credit for more information.

Downtime definition by functionality 

The BMC availability policy defines downtime as any of the following unscheduled events:

  • Full downtime of any core component listed above, as indicated by BMC monitoring tools
  • Inability to login and perform work within a core component for the majority of the user population for that component
  • Performance of a core component is impaired to the point of being non-usable and where the issue is deemed to be within the direct control of BMC and a workaround is not available

The following list outlines other functional areas that would classify as sub-component downtime in the case of an unscheduled unavailability event:

  • Inbound email processing
  • In-application reporting functionality, including Smart Reporting
  • Chat functionality
  • Notification engine processing
  • Approval engine processing
  • Assignment Engine processing
  • Atrium Integrator data import execution
  • VPN or BMC Helix Client Gateway
  • Managed File Transfer processing

Note

Sub-component downtime is not eligible for service credits; however, both full and partial unscheduled unavailability in a Production environment will be treated as a severity 1 incident.

Customer customizations causing downtime

The following issues are also considered Excluded Downtime:

  • Any issue caused anywhere in the application based on customer customizations
  • Any issue caused anywhere in the application based on customer integrations 

Requesting a service credit 

To receive a service credit, you must submit a request by sending an e-mail message to SLArequest@bmc.com.  To be eligible, the credit request must (i) include your support account number in the subject of the e-mail message; (ii) include, in the body of the e-mail, the dates and times of each incident of Non-excluded Downtime that you claim to have experienced; (iii) if available, include your server request logs that document the Non-excluded Downtime (any confidential or sensitive information in these logs should be removed or replaced with asterisks); and (iv) be received by BMC within fifteen (15) days after the end of the calendar quarter in which the downtime occurred.

Consult your subscription agreement for any additional SLA terms.

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