BMC Helix support overview
This topic contains the following information:
Support team options
Users will contact the appropriate BMC support team based on the licenses purchased. A mapping of licenses to the support team is shown in the table below. Only the licenses purchased determine which support team handles your requests; your service's data center location is not relevant for support purposes. For example, if your company has purchased BMC Helix Business Workflows, you will use BMC Support Central whether you are hosted in the BMC cloud or the AWS cloud.
BMC Helix ITSM - Suite
BMC Helix ITSM - Service Desk
BMC Helix ITSM - Service Optimization
BMC Helix Digital Workplace Basic (if purchased standalone)
BMC Helix Digital Workplace Advanced (if purchased standalone)
BMC Helix Custom Applications
BMC Helix Custom Connector
BMC Helix Virtual Agent - Standard or Premium
BMC Helix Business Workflows
BMC Helix Multi-Cloud Broker
BMC Helix Client Management
BMC Helix Discovery
BMC Helix Discovery for Service Providers
BMC Helix Cloud Cost
BMC Helix Cloud Security
BMC Helix Continuous Optimization services
BMC Helix Operations Management
BMC Helix Automation Console
BMC Helix iPaaS
On-premises ITSM or BMC TrueSight products
|BMC Support Central
Registering for Support Central
- Register with BMC Support Central — Go to the . You will need your SaaS Support ID and password (from the Order Detail email that is provided to you when your SaaS order is placed with BMC).
- If you do not have this email, contact your company’s BMC support administrator or send an email to email@example.com, and BMC will provide this information to you.
If you've previously registered with BMC Support Central, you still need to add your SaaS support ID to your profile. Do this by logging in and selecting Manage Support IDs > Add Support IDs. Enter your SaaS support ID and PIN and select Submit.
Visit the and learn how to manage your Contact List, among other helpful tips.
Customer support policies
Customer support policies are available on .
For the BMC Helix iPaaS, refer to the for timelines and announcements. Support for this product is provided by BMC via our standard support policy.