Request process
Submitting a Lifecycle Request
When submitting a Lifecycle Request, take the following actions:
You will submit a request for any of these services via your support portal. See BMC Support Central User Guide for instructions on using your support portal.
- When submitting a request, fill out the Summary or Change Summary field using the format "Lifecycle Request – RequestableOfferingName" (for example, "Lifecycle Request – Authentication integration" if you are requesting for authentication integration service). Select the request type below to get more information on each requestable offering:
Request type | Support Central Request |
|---|---|
Lifecycle Requests | |
Lifecycle Requests | |
Lifecycle Requests | |
Lifecycle Requests | |
Lifecycle Requests | |
Request a Change | |
Request a Change | |
Request a Change | |
Request a Change | |
Request a Change | |
Create a New Case |
Estimated time to complete requests
The following table lists the service level targets for each type of request.
A business hour is any hour during a Monday to Friday global business day.
A business day is a day when normal global business is transacted; generally, Monday to Friday but not including weekends.
A calendar hour is based on a 24-hour clock and does not have exceptions.
Request type | Initial request acknowledgment | Response update (from acknowledgment) | Fulfill request (from acknowledgment) |
|---|---|---|---|
Integration-related requests:
| 4 business hours | 72 business hours | Varies per request, but allow 5-7 business days |
Database backups and restores | 4 business hours | 4 business hours | 24 business hours |
Database encryption | 4 business hours | 72 business hours | Varies per request, but usually can be fulfilled within 2 business days |
Database refresh | 4 business hours | 72 business hours | Varies per request, but allow 5-7 business days |
Optional application component activation | 4 business hours | 72 business hours | Varies per request, but allow 5-7 business days |
Language pack installation | 4 business hours | 72 business hours | Varies per request, but allow 5-7 business days |
Database encryption | 4 business hours | 72 business hours | Varies per request, but usually fulfilled within 2 business days |
Fulfillment times will vary because they depend on you and your service organizations providing complete and accurate data. In some cases, fulfillment times also depend on the availability of customer resources or the installation of other system components.