BMC SaaS Operations manages all patching and maintenance of the underlying infrastructure for the BMC Helix services. This includes the installation of patches and service packs, and the application of upgrades.
- Each environment is patched separately following the Change Management process (for more information, see Request for Change process).
- Application patches applied to the development/tailoring environment, QA, and production environments are pushed typically on a monthly cycle for Service Management applications, and typically twice a month for Operations Management applications.
BMC provides periodic service packs for its BMC Helix solutions that may include a fix for known errors, or improved or incremental functionality; service packs are available to all customers. Hotfixes may be recommended by the BMC SaaS Service Desk and address known issues that are isolated to a specific customer.
The application of a patch or hotfix may temporarily affect user sessions and usually require that the users re-login. Downtime caused by this type of scheduled event is not considered an outage. For more information, see the
Excluded Downtime definition in the BMC Helix Availability policy.