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.
You can view the schedule and maintenance windows on your Change Calendar (Support Central > Case Management > Change Calendar).
Monthly maintenance
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
Standard maintenance windows are published in advance and are typically outside of normal business hours for the region. Reminders 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 shared 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:
Environment | Schedule |
---|---|
Development | First week of the month |
QA | Second week of the month |
Production | Third week of the month |
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:
Environment | Schedule |
---|---|
Non-Production (Development and QA) | First weekend of a full week at the beginning of the month |
Production | Third week of the month *varies for London and Santa Clara BMC Helix ITSM service locations |
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 changes. Examples include a request based on a support ticket opened with BMC, an service update request, or a configuration change.
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.
For more details on notifications, see BMC Helix Notification policy.
Standard and scheduled maintenance
IT Operations Management services
Service Name | Standard production maintenance | Activities performed in the maintenance window |
---|---|---|
BMC Helix Operations Management service | Bi-weekly that is a maximum of one hour in duration, with a goal of zero downtime. While most maintenance does not require downtime, infrastructure and shared 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 |
IT Services Management services
Service Name | Standard production maintenance | Scheduled maintenance | Activities performed in the maintenance window | Notifications |
---|---|---|---|---|
BMC Helix ITSM 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 shared service updates may require downtime within this window. | Scheduled maintenance is applied to your systems on a monthly cycle. Your non-production and production systems are assigned to three separate windows in the month based on your geographical region of operations, hosting location, and other architectural factors. Windows for non-production and production environments are typically scheduled two weeks apart. All windows are designed to be executed during off-business hours. Each production maintenance window is scheduled for four hours. |
| Notifications are provided in advance of the next month’s maintenance and contain the following:
For non-production environments, notifications are sent out approximately seven calendar days before the change 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 shared service updates may require downtime within this window. | Scheduled maintenance is applied to your systems on a monthly cycle. Your non-production and production systems are assigned to two separate windows in the month based on your geographical region of operations, hosting location, and other architecture factors. Windows for non-production and production environments are typically scheduled five business days apart. All windows are designed to be executed during off-business hours. All windows are designed to be executed during off-business hours. Each production maintenance window is scheduled for four hours. |
| |
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. |
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