Service levels and support hours
Hours of service operation
The BMC SaaS Operations team provides operation and management of BMC Helix Control-M services 24 hours a day, 7 days a week.
Service level availability
BMC Helix Control-M carries a 99.95% service availability commitment for production environments and 99.9% service availability commitment for non-production environments. For more information, see the BMC-Helix-Control-M-Availability-policy.
Technical support response targets and applicability
Severity | Schedule | Initial response targets | Can be raised for |
|---|---|---|---|
S1A (Helix Outage) | 24 hours x 7 days | 30 minutes | Production tenant only |
S1 (Critical) | 1 clock hour | ||
S2 (High) | Local business hours (not on published holidays) | 2 business hours | Production and non-production tenants (excluding Sandbox) |
S3 (Medium) | 4 business hours | Production and non-production tenants (excluding Sandbox) | |
S4 (Low) | 12 business hours | Production, non-production, and Sandbox tenants |
Service credits are not provided for missed response targets.
Incident severity-level descriptions
Severity level | Severity criteria |
|---|---|
S1A (Helix Outage) | SaaS Only — Production instance Unavailable. Remember to check the Status page for latest updates on active outages prior to opening a ticket. |
S1 (Critical) | Critical Impact to production and non-production environment*, primary business service, large number of users experience critical loss of function or data integrity at risk. Customer resources should be available to work on a 24x7 basis with BMC to resolve the issue. |
S2 (High) | Significant impact to business service or system performance affecting production systems or normal operations for multiple groups of users. |
S3 (Medium) | Limited impact to the business service, localized to specific service, application, or group of users. Workaround may be available to circumvent. |
S4 (Low) | No service impact — Non-critical issues or general questions. |