Maintenance windows

The BMC SaaS Operations team performs regular application and infrastructure maintenance to your non-production and production environments. Here are the types of maintenance you can expect from BMC: 

  • Monthly Maintenance (includes standard and scheduled maintenance)
  • Customer Requested
  • Emergency
  • Monthly TKU update (BMC Helix Discovery)
  • Outpost upgrade (BMC Helix Discovery)

BMC will notify you in advance. Customer approval is only required for customer-requested changes. For more details on notifications, see BMC Helix Notification policy.  

Related topics

BMC Helix Notification policy

BMC Helix Upgrade policy

BMC Helix Discovery Update Calendar Open link

Zero-downtime (ZDT) upgrade for BMC Helix Innovation Suite and applications Open link

BMC manages all patching and maintenance of the underlying infrastructure of the BMC Helix services. Monthly maintenance can include: 

  • Updates to underlying infrastructure including database, network components, and virtual hosts
  • Infrastructure migrations and service updates
  • Application patches


Infrastructure maintenance

Infrastructure maintenance may occur in a monthly push to proactively apply server, backup, and security activities. Maintenance is typically performed according to the following schedule: 

EnvironmentSchedule
Non-Production (Development and QA)First weekend of a full week at the beginning of the month
ProductionThird week of the month
*varies for London and Santa Clara BMC Helix ITSM service locations

You can view the schedule and maintenance windows on your Change Calendar (Support Central > Case Management > Change Calendar).

Emergency maintenance

Emergency changes are required to address a current outage situation in a customer’s environment, or to prevent an imminent outage situation from occurring. Notifications are sent as soon as possible and may be addressed to a specific subgroup if the application is related to a certain set of users. BMC will send a global notification in case of application downtime or other general announcements.  

Customer requested maintenance

Most BMC Helix services are updated and maintained proactively by SaaS Operations. However, customers may request service updates or hotfixes.  Other customer-requested changes can include Lifecycle Requests or other normal, pre-approved or emergency changesExamples include a request based on a support ticket opened with BMC, an service update request, or a configuration change. 

BMC Helix Service Management

Application maintenance

Standard maintenance windows are published in advance and are typically outside of normal business hours for the region. Communications are sent at least 7 calendar days before maintenance occurs for non-production systems and at least 21 calendar days before maintenance occurs for production systems.  Standard production monthly maintenance windows are a maximum of four hours in duration, with a goal of zero downtime. While most maintenance will not require downtime, infrastructure and common service updates might require server restarts within this window.    

Application maintenance may occur in a monthly push to proactively apply the latest patch, hotfix, or update.  Maintenance is typically performed according to the following schedule: 

EnvironmentSchedule
DevelopmentFirst week of the month
QASecond week of the month
ProductionThird week of the month

You can view the schedule and maintenance windows on your Change Calendar (Support Central > Case Management > Change Calendar).

Standard and scheduled maintenance

Service NameStandard production maintenance
BMC Helix ITSM serviceStandard production monthly maintenance windows are a maximum of four hours in duration, with a goal of zero downtime. While most maintenance does not require downtime, infrastructure and common service updates may require downtime within this window.
Line of Business service (BMC Helix Business Workflows)
BMC Helix Digital Workplace service

BMC Helix Innovation Suite service

BMC Helix Client Management service

Upgrades for the BMC Helix Client Management service are by request. To request an upgrade, submit a request through Support Central.
BMC Helix Innovation Suite service

Standard production monthly maintenance windows are a maximum of four hours in duration, with a goal of zero downtime. While most maintenance does not require downtime, infrastructure and common service updates may require downtime within this window.

BMC Helix iPaaS

Standard maintenance activities for the BMC Helix iPaaS service are performed with zero downtime and therefore a pre-defined maintenance window is not set.

BMC Helix Operations Management and Common Services

Application maintenance

Standard maintenance windows are published in advance and are typically outside of normal business hours for the region. Communications are sent at least 7 calendar days before maintenance occurs for non-production systems and at least 14 calendar days before maintenance occurs for production systems.  Standard production monthly maintenance windows are a maximum of one hour in duration, with a goal of zero downtime. While most maintenance will not require downtime, infrastructure and common service updates might require server restarts within this window.    

Application maintenance may occur in a monthly push to proactively apply the latest patch, hotfix, or update.  Maintenance is typically performed according to the following schedule: 

EnvironmentSchedule
Non-ProductionTwice a month
ProductionTwice a month, typically a week after Non-Production

BMC Helix customers will be given advanced notice for the scheduling of both non-production and production application maintenance windows. Please see BMC Helix Notification policy

Standard and scheduled maintenance

Service Name

Standard production maintenance

BMC Helix Operations Management service

Typically twice each month, a maintenance that is a maximum of one hour in duration, with a goal of zero downtime will be applied to your environments. While most maintenance does not require downtime, infrastructure and common service updates may require downtime and would be carried out during these maintenance windows.




BMC Helix Capacity Optimization and BMC Helix Cloud Cost services

BMC Helix Automation and Security services

BMC Helix Discovery service

BMC Helix Dashboards

BMC Helix Portal

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