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You may request Lifecycle Requests by submitting a request through your support portal. These services are included as a part of regular support of your service.

This topic contains the following information:

Submitting a Lifecycle Request

When submitting a Lifecycle Request, take the following actions:

  • You will submit a request for any of these services via your support portal. If using the i.onbmc.com support portal, use the Request Something Else option if you are requesting the service prior to go-live, and the Request a Change option if you are already live in your production environment. See BMC Helix support overview for instructions on using your support portal. 
  • When submitting a request, fill out the Summary or Change Summary field using the format "Lifecycle Request – RequestableOfferingName" (for example, "Lifecycle Request – MFT directory set up" if you are requesting a MFT directory). See the information in the following topics for more requestable offering options:

Estimated time to complete requests

The following table lists the service level targets for each type of request. 

business hour is any hour during a Monday to Friday global business day.

business day is a day when normal global business is transacted; generally, Monday to Friday but not including weekends.

A calendar hour is based on a 24-hour clock and does not have exceptions.

Request typeInitial request acknowledgementResponse update (from acknowledgement)Fulfill request (from acknowledgement)
ODBC access requests4 calendar hours36 calendar hours36 calendar hours

Integration-related requests:

  • BMC Helix Client Gateway configuration
  • Security Assertion Markup Language (SAML) single sign-on authentication
  • Inbound and outbound email integration
  • People data integration
  • Managed file transfer directory set up
  • Atrium web services configuration
4 business hours72 business hoursVaries per request, but allow 5-7 business days
Application branding4 business hours72 business hoursVaries per request, but allow 5-7 business days
Database backups and restores

4 business hours

4 business hours24 business hours
Optional application component activation4 business hours72 business hoursVaries per request, but allow 5-7 business days
Network port configuration4 business hours4 business hours24 business hours
Language pack installation4 business hours72 business hoursVaries per request, but allow 5-7 business days
Database encryption4 business hours72 business hoursVaries per request, but usually fulfilled within 2 business days

  

Note:

New customer activation requests are created upon subscription order execution and do not have to be requested by the customer.

Fulfillment times will vary, because they depend on you and your service organizations providing complete and accurate data. In some cases, fulfillment times also depend on the availability of customer resources or the installation of other system components.