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Because BMC Helix services are cloud-based, customers can connect to them via any supported web browser. BMC is fully responsible for the availability of the services.

This topic contains the following information:

Hours of service operation

The BMC SaaS Operations team provides operation and management of the BMC Helix services 24 hours a day, 7 days a week.

Service level availability

All BMC Helix services carry a 99.9% service availability commitment for production environments. For more information, see the BMC Helix Availability policy.

Technical support response targets

Notes

BMC global holidays are published at http://www.bmc.com/support/bmc_global_holidays.html.

In the following table, "local business hours" refers to the time zone applicable to the location listed in the customer contract.

SeverityScheduleInitial response targets
S124 hours a day, 7 days a week (including published holidays)15 Minutes

S2

Local business hours: 7:00 AM to 7:00 PM, Monday to Friday

(excluding published holidays)

30 minutes

S3Local business hours: 7:00 AM to 7:00 PM, Monday to Friday

(excluding published holidays)

4 business hours

S4Local business hours: 7:00 AM to 7:00 PM, Monday to Friday

(excluding published holidays)

16 business hours

Service credits are not provided for missed response targets.

Note

Customers will be updated on the status of any S1 issue every 30 minutes by BMC's support staff or their Business Relationship Manager, until the issue is resolved or downgraded.

Incident severity-level descriptions

Severity levelSeverity criteria
S1

Critical service impact—The issue critically affects a primary business service, major application, or mission-critical system. Customer resources should be available and willing to work with BMC 24 hours a day, 7 days a week to resolve the issue. The following characteristics describe a Severity 1 issue:

  • Business service is not operational
  • Production system crashes
  • Data integrity is at risk
  • Production backup and recovery operations fail
S2

Significant service or implementation impact—A business service, major application, or system is seriously affected, or implementation is stopped. No acceptable workaround is available.

S3

Moderate service impact—The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented by using an available workaround.

S4
No Service Impact—Noncritical issues, general questions, enhancement requests, or documentation issues