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 live customers with a review of the issue and the steps that have been taken to prevent future occurrences in production. There are two methods of communicating root cause and other impact details to our customers: 

Method 1

A Root Cause Analysis (RCA) document will be provided to customers within 5 business days of impact end if all of the following criteria are met:

  • Customers experience an impact that is categorized as a Total Outage to a core component of service (see list of Core components below).
  • Total outage takes place in the Production environment.
  • The impacted customer is a live customer, has completed all onboarding processes and is utilizing BMC Helix SaaS products.
  • There is an existing, open Sev-1 case for the issue.

The following 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

An RCA will be provided if a Total Outage occurs on one of the following Core Components of service:

  • 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
  • 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 

Important

BMC is committed to providing an assessment of the root cause; however, there may be cases where root cause is not possible to determine. In some complex outage scenarios, when not enough diagnostic data is available or when BMC is unable to reproduce an issue, BMC might need to enable additional logging in the production environment to capture diagnostic data. 

Method 2

 A Post Incident Response (PIR) document will be provided to customers within 5 business days of impact end if all of the following criteria are met:

  • Customers experience an impact that is categorized as a partial, functional or performance outage.
  • A Bridge (technical response call) is initiated for the impact.
  • Partial outage takes place in the Production or Non-Production environment.
  • The impacted customer is either a live customer and has completed all onboarding processes, or they are in the process of onboarding to BMC Helix SaaS products.  
  • There is an existing, open Sev-1 case for the issue.

The PIR 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

A PIR will be provided if the issue impacts performance including slowness or service degradation on 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 
  • File transfer processing 
  • Notification engine processing 
  • VPN or BMC Helix Client Gateway 
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