BMC's Helix services are hosted from various regional locations. Each customer's service location is dependent on various factors such as environment type, proximity of the customer to the data location, and customer sector (public versus private).
This topic contains the following information:
Note
BMC supports the data residency requirements of its customers through the initial selection of a service location. Once selected, data remains within the primary and secondary locations for that service. Customers who purchase services that utilize the IBM Watson features may have select data transferred to/from the corresponding IBM service location.
Service locations and compliance
BMC is committed to offering its services from facilities that meet or exceed the rigorous standards and compliance requirements of our customers. The following table summarizes the key compliance and certification types available from each location.
BMC has partnered with IBM for a seamless integration to its BMC Helix Chatbot and Cognitive Automation services. IBM Watson Assistant and Discovery capabilities are provided from the location listed.
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BMC Cloud | |||||
Service Location Primary Secondary Backup (if applicable) | Data Center Compliance Types | Services Available | IBM Service Location | Jitterbit Service Location Primary Secondary | |
U.S. Commercial A and U.S. Public Sector |
SSAE 18, ISO 27001, PCI DSS SSAE 18, ISO 27001, PCI DSS SSAE 18, ISO 27001, PCI DSS | BMC Helix ITSM BMC Helix Digital Workplace Basic BMC Helix Digital Workplace Advanced BMC Helix Custom Applications BMC Helix Premium Connector BMC Helix Cognitive Automation BMC Helix Cognitive Search BMC Helix Chatbot - Standard Capacity BMC Helix Chatbot - Premium Capacity (Dallas, TX location only) BMC Helix Business Workflows BMC Helix Multi-Cloud Service Management BMC Helix Client Management BMC Helix Integration Platform | Dallas, TX or Ashburn, VA | North America (NA) U.S. East Coast Virginia U.S. West Coast Oregon | |
U.S. FedRAMP U.S. East coast U.S. East coast |
SSAE 18, ISO 27001 SSAE 18, ISO 27001 | BMC Helix ITSM BMC Helix Digital Workplace Basic BMC Helix Digital Workplace Advanced BMC Helix Custom Applications BMC Helix Premium Connector BMC Helix Business Workflows BMC Helix Multi-Cloud Service Management | |||
European Union |
SSAE 18, ISO 27001, ISO 50001, ISO 14001, ISO 9001, OHSAS 18001, PCI DSS SSAE 18, ISO 27001, ISO 50001, ISO 14001, ISO 9001, OHSAS 18001, PCI DSS | BMC Helix ITSM BMC Helix Digital Workplace Basic BMC Helix Digital Workplace Advanced BMC Helix Custom Applications BMC Helix Premium Connector BMC Helix Cognitive Automation BMC Helix Cognitive Search BMC Helix Chatbot - Standard Capacity BMC Helix Chatbot - Premium Capacity BMC Helix Business Workflows BMC Helix Multi-Cloud Service Management BMC Helix Client Management BMC Helix Integration Platform BMC Helix Cloud Cost BMC Helix Cloud Security BMC Helix Capacity Optimization (all options) BMC Helix Vulnerability Management BMC Helix Operations Management | Frankfurt, Germany | EMEA Dublin, Ireland Frankfurt, Germany | |
United Kingdom |
ISO 27001, ISO 50001, ISO 14001, ISO 9001, OHSAS 18001, PCI DSS ISO 27001, ISO 50001, ISO 14001, ISO 9001, OHSAS 18001, PCI DSS | BMC Helix ITSM BMC Helix Digital Workplace Basic BMC Helix Digital Workplace Advanced BMC Helix Custom Applications BMC Helix Premium Connector BMC Helix Cognitive Automation BMC Helix Cognitive Search BMC Helix Chatbot - Standard Capacity BMC Helix Chatbot - Premium Capacity BMC Helix Business Workflows BMC Helix Multi-Cloud Service Management | London, U.K. | EMEA Dublin, Ireland Frankfurt, Germany | |
| Australia |
ISO 27001, PCI DSS, Tier III Certification of Design Documents ISO 27001, PCI DSS | BMC Helix ITSM BMC Helix Digital Workplace Basic BMC Helix Digital Workplace Advanced BMC Helix Custom Applications BMC Helix Premium Connector BMC Helix Cognitive Automation BMC Helix Cognitive Search BMC Helix Chatbot - Standard Capacity BMC Helix Business Workflows BMC Helix Multi-Cloud Service Management BMC Helix Integration Platform | Sydney, NSW | Asia Pacific (APAC) Singapore, Malaysia Sydney, NSW | |
AWS Cloud | ||||
|---|---|---|---|---|
Service Location | Data Center Compliance Types | Services Available | IBM Service Location | Jitterbit Service Location |
U.S. Commercial A AWS Portland, OR | ISO 27001 | BMC Helix ITSM BMC Helix Digital Workplace Basic BMC Helix Digital Workplace Advanced BMC Helix Custom Applications BMC Helix Premium Connector BMC Helix Cognitive Automation BMC Helix Cognitive Search BMC Helix Chatbot - Standard Capacity BMC Helix Chatbot - Premium Capacity BMC Helix Business Workflows BMC Helix Multi-Cloud Service Management BMC Helix Discovery BMC Helix Integration Platform | Dallas, TX | North America (NA) U.S. East Coast Virginia U.S. West Coast Oregon |
U.S. Commercial B AWS U.S. East Coast | ISO 27001 | BMC Helix Cloud Cost BMC Helix Cloud Security | ||
Canada Montreal, Québec | ISO 27001 | BMC Helix ITSM BMC Helix Digital Workplace Basic BMC Helix Digital Workplace Advanced BMC Helix Custom Applications BMC Helix Premium Connector BMC Helix Business Workflows BMC Helix Multi-Cloud Service Management | ||
Asia Pacific AWS Singapore | ISO 27001 | BMC Helix ITSM BMC Helix Digital Workplace Basic BMC Helix Digital Workplace Advanced BMC Helix Custom Applications BMC Helix Premium Connector BMC Helix Cognitive Automation BMC Helix Cognitive Search BMC Helix Chatbot - Standard Capacity BMC Helix Chatbot - Premium Capacity BMC Helix Business Workflows BMC Helix Multi-Cloud Service Management BMC Helix Integration Platform | Frankfurt, Germany | Asia Pacific (APAC) Singapore, Malaysia Sydney, NSW |
Germany AWS Frankfurt, Germany | ISO 27001 | BMC Helix ITSM BMC Helix Digital Workplace Basic BMC Helix Digital Workplace Advanced BMC Helix Custom Applications BMC Helix Premium Connector BMC Helix Cognitive Automation BMC Helix Cognitive Search BMC Helix Chatbot - Standard Capacity BMC Helix Chatbot - Premium Capacity BMC Helix Business Workflows BMC Helix Multi-Cloud Service Management BMC Helix Integration Platform | Frankfurt, Germany | EMEA Dublin, Ireland Frankfurt, Germany |
Brazil AWS São Paulo, Brazil | ISO 27001 | BMC Helix ITSM BMC Helix Digital Workplace Basic BMC Helix Digital Workplace Advanced BMC Helix Custom Applications BMC Helix Premium Connector BMC Helix Cognitive Automation BMC Helix Cognitive Search BMC Helix Chatbot - Standard Capacity BMC Helix Chatbot - Premium Capacity BMC Helix Business Workflows BMC Helix Multi-Cloud Service Management BMC Helix Integration Platform | Dallas, TX or Ashburn, VA | North America U.S. East Coast Virginia U.S. West Coast Oregon |
| South Africa AWS | ISO 27001 | BMC Helix ITSM BMC Helix Digital Workplace Basic BMC Helix Digital Workplace Advanced BMC Helix Custom Applications BMC Helix Premium Connector BMC Helix Cognitive Automation BMC Helix Cognitive Search BMC Helix Chatbot - Standard Capacity BMC Helix Chatbot - Premium Capacity BMC Helix Business Workflows BMC Helix Multi-Cloud Service Management BMC Helix Integration Platform | Frankfurt, Germany | EMEA Dublin, Ireland Frankfurt, Germany |
European Union AWS Dublin, Ireland | ISO 27001 | BMC Helix Discovery | ||
Definitions
FedRAMP - Federal Risk and Authorization Management Program is a US federal agency-specific process for assessing and authorizing federal cloud computing products and services. FedRAMP consists of a subset of National Institute of Standards and Technology Special Publication (NIST SP) 800-53 security controls specifically selected to provide protection in cloud environments. BMC's FedRAMP certification is defined for the Federal Information Processing Standards (FIPS) 199 Moderate impact level.
ISAE 3402 - International Standard on Assurance Engagements No. 3402 was developed to provide an international assurance standard for allowing public accountants to issue a report for use by user organizations and their auditors on the controls at a service organization that are likely to impact or be a part of the user organization’s system of internal control over financial reporting.
ISO 9001 - International Organization for Standardization 9001 sets criteria for a quality management system. Based on a number of quality management principles, this certification assesses customer focus and helps ensure that customers get consistent, good quality products and services.
ISO 14001 - International Organization for Standardization 14001 certifies that a company's environmental policies, protocols and procedures meet a standard whereby impact to the environment is minimized.
ISO 27001 - International Organization for Standardization 27001 is a specification for an information security management system. This system is an approach to managing sensitive company information so that it remains secure. It includes people, processes and IT systems by applying a risk management process.
ISO 50001 - International Organization for Standardization 50001 specifies requirements for establishing, implementing and maintaining and improving an energy management system, whose purpose is to enable an organization to follow a systematic approach in achieving continual improvement of energy performance. It includes energy efficiency, energy use and consumption.
OHSAS 18001 - Occupational Health and Safety Management Systems is an international unified approach for the requirements of an occupational health and safety management system. It is a British Standard that exists to help organizations put in place demonstrably sound occupational health and safety performance.
PCI DSS - The Payment Card Industry Data Security Standard is a proprietary information security standard for organizations that handle branded credit cards from the major credit card companies. The standard was created to increase controls around cardholder data to reduce credit card fraud. Validation of compliance is performed annually.
SSAE 18 - Statement on Standards for Attestation Engagements (SSAE) No. 18, also referred to as a Service Organization Controls (SOC) 1 report, is an auditing standard for service organizations and serves as the authoritative guidance for reporting. It was drafted with the intention and purpose of updating the US service organization reporting standard so that it mirrors and complies with the international service organization reporting standard ISAE 3402. See also Third party audit for BMC's SSAE 18 SOC 2 Type II accreditation for the services.
Tier III Certification of Design Documents - As certified by Uptime Institute, tier certification is a performance-based evaluation of a data center's specific infrastructure. The first step in the certification process is the Tier Certification of Design Documents (TCDD) designation. To obtain the TCDD compliance level, Uptime Institute reviews all design documents, ensuring each subsystem among electrical, mechanical, monitoring and automation meet the fundamental concepts.
Service location features
Each BMC-controlled service location adheres to the following minimum standards:
| Features | |
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| Site characteristics |
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| Security |
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| Communications |
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| Electrical and mechanical systems |
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