If service is disrupted in your production environment, the BMC SaaS Operations team restores service as quickly as possible. After service has been fully restored, BMC provides a Major Incident Report (MIR) document in the following situations:
If the MIR documentation does not clearly define probable preventive actions, the customer may request a detailed Root Cause Analysis (RCA) document.
BMC will provide a MIR document within three business days of the conclusion of an incident that meets the criteria defined above. MIR documents include the following information:
MIR documents are not provided for non-production environments. Additionally, the investigation, determination, and mitigation of a root cause for an incident are not part of the MIR document.
Upon customer request, BMC will deliver a RCA document within 20 business days of the conclusion of a major incident. The following information is included in the RCA document:
BMC is committed to providing an assessment of the root cause, but an RCA document might not contain any actual root cause information because it is not always possible to determine or define a fundamental root cause. RCA documents are not provided for non-production environment incidents.
In some complex outage scenarios, when not enough diagnostic data is available or when BMC is unable to reproduce an issue, BMC might need to enable additional logging in the production environment to capture diagnostic data.