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    Because BMC OnDemand is a cloud-based service, customers can connect to it via any supported web browser. BMC is fully responsible for the availability of the application.

    This topic contains the following information:

    Hours of service operation

    The BMC OnDemand Operations organization provides operation and management of the BMC OnDemand services 24 hours a day, 7 days a week.

    Service level availability

    BMC OnDemand services carry a 99.9% service availability commitment for production environments across all AR-based subscription services. For more information, see the BMC Remedy OnDemand 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 only.

    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 targets.

    Note

    Customers will be updated on the status of any S1 issue every 30 minutes by BMC's OnDemand Service Desk 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