BMC Helix Incident Response policy

BMC Helix provides reliable service options to run your day-to-day operations. If you experience service disruptions, technical teams are not only committed to ending impact but to providing you with a review of the issue and the steps that have been taken to prevent future occurrences in production.  A Root Cause Analysis (RCA) document will be provided to you within five business days if the issue resulted in a Total Outage in production as defined in the BMC Helix Availability policy.  

Here are guidelines for a Total Outage that meet the RCA document requirements: 

• A service experiences a total outage or full downtime of any core component in Production environments, as indicated by BMC monitoring tools. 
• Inability to log in and perform work within a core component for the majority of the user population for that component. 
• Performance of a core component is impaired to the point of being non-usable. 

The RCA document contains the following information:  

• Mitigation steps or any actions BMC teams took to stop impact during the incident
• Any preventative actions BMC is taking to prevent similar impacts in the future
• Timing of impact as recorded by BMC monitoring
• Root cause details including the services impacted

The RCA document is delivered via the support case within five business days.  Ensure a support case is created to receive the RCA document.

Post Incident Report (PIR)

Post Incident Reports (PIR) are provided for performance impacts or Partial Outages.  A PIR will be created and available within 5 business days for any issue that is a Sev 1 and impacts performance the following sub-components of service: 

• Global Search
• Approval engine processing 
• Assignment Engine processing 
• Atrium Integrator data import execution 
• Chat functionality 
• Inbound email processing 
• In-application reporting functionality, including Smart Reporting and BMC Helix Dashboards 
  • Please see Reporting Options for an overview
• File transfer processing 
• Notification engine processing 
• VPN or BMC Helix Client Gateway 

Core Components 

There are three core categories of components of BMC Helix Services: Cognitive, Cloud and Container, which include the following core services: 

• BMC Helix Automation Console offering 
• BMC Helix Business Workflows 
• BMC Helix Cloud Cost offering 
• BMC Helix Cloud Security offering 
• BMC Helix Client Management service 
• BMC Helix Cognitive applications 
• BMC Helix Continuous Optimization services 
• BMC Helix Digital Workplace applications 
• BMC Helix Discovery service 
• BMC Helix ITSM applications, including Smart IT 
• BMC Helix iPaaS 
• BMC Helix Multi-Cloud Broker 
• BMC Helix Operations Management services 
• BMC Helix Premium Connector service 
• BMC Helix Virtual Agent applications 
• BMC-owned Custom Applications offerings 
• Outbound email system