To view the latest information for BMC Helix services and policies, see BMC Helix Subscriber Information.

The BMC SaaS Operations team manages all operational aspects of the service, from activation to decommissioning. The following table describes key areas of responsibility:

FunctionDescription
Service activationService activation focuses on the initial setup and configuration of your OnDemand environments so that you can begin using your service. Activation fees are required only when purchasing BMC Remedy OnDemand and BMC Analytics OnDemand.
Data centers and architecture

BMC OnDemand data centers are top-tier data centers that are staffed and monitored 24 hours a day, 365 days a year. Monitoring includes electrical, environmental, and backup systems. Primary data centers are backed up by a geographically-dispersed data center for disaster recovery purposes.

Lifecycle requestsOperational and enhancement services included with your BMC OnDemand subscription are referred to as Lifecycle Requests. These services are fulfilled upon request by the BMC SaaS Operations team.
CustomizationsBMC allows unlimited application customizations to your applications, assuming best-practice design is used. Ongoing maintenance of customizations is the responsibility of the customer.
Go-live assessmentJust before production cutover, the BMC SaaS Operations team conducts an extensive go-live assessment to evaluate production system parameters.
SecurityLed by its Security Operations Center (SOC), BMC uses a multilayered approach to protect your data, constantly monitoring and improving applications, systems, and processes. 
Incident managementResponding to incidents affecting your production system and restoring your service to normal levels is the number one priority of BMC Operations. Reporting on a service disruption involves an analysis of the issue, followed by a Request for Outage report.
Change managementThe BMC Remedy OnDemand change management process involves close control of system changes throughout their lifecycle, to ensure minimum disruption to supporting services.
Application patches

BMC manages all patching and maintenance of the underlying infrastructure of the BMC OnDemand services.

Application upgradesBMC schedules and performs customer environment upgrades and patches upon customer request per its published upgrade policy. To schedule an upgrade for your ITSM applications, customers should work through their Business Relationship Manager or make a request via i.onbmc.com using the Request an ITSM Upgrade offering.
Maintenance windows

Standard maintenance windows are published in advance and are typically outside of normal business hours for the region. Reminders are sent at least 10 days before maintenance occurs. Standard production monthly maintenance windows are a maximum of 4 hours in duration, with a goal of zero down time. While most maintenance will not require down time, infrastructure and shared service upgrades might require down time within this window.

Data handlingBMC data handling includes everything from data backup and retention schedules to archives to final data exports.
AuditingBMC provides continual auditing of OS security logs and application logs, to proactively assess system activity.
Disaster recovery

The BMC Information Technology Contingency Plan addresses actions required by BMC in the event of a disaster that impacts a customer’s primary service location. This plan is tested regularly. The service offers three options for disaster recovery to suit a customer’s individual recovery point and recovery time objectives.

Service decommissioningService decommissioning is provided when a customer's service terminates or expires. In such case, BMC SaaS Operations provides a data backup file in comma-separated values (.csv) format or provides a database backup file before permanent deletion of the data upon request.

Related topics

BMC OnDemand Request for Change process

BMC Remedy OnDemand Customization Review Request process

System requirements and product compatibility

 

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