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:
(Service Time – Excluded Downtime – Non-excluded Downtime)
(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
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
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.
The BMC Helix Availability policy applies to the following core components:
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.
Downtime calculations do not necessarily include the sum of all component outages, for example, if BMC Helix Digital Workplace, BMC Helix ITSM, and outbound emails are all confirmed outages at the same time, outage minutes that overlap are not double counted in the system availability calculation.
*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 Digital Workplace 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.
The BMC availability policy defines downtime as any of the following unscheduled events:
The following list outlines other functional areas that would classify as sub-component downtime in the case of an unscheduled unavailability event:
Sub-component downtime is not eligible for service credits. Full unscheduled unavailability in a Production environment will be treated as a severity 1a incident. Partial unscheduled unavailability in a Production environment will be treated as a severity 1 incident.
The following issues are also considered Excluded Downtime:
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 contract ID 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 30 days after the end of the month in which the downtime occurred.
Consult your subscription agreement for any additional SLA terms.