Maintenance windows
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:
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 |
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 changes. Examples include a request based on a support ticket opened with BMC, an service update request, or a configuration change.
BMC Helix Service Management
Application maintenanceStandard 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:
Environment | Schedule |
|---|---|
Development | First week of the month |
QA | Second week of the month |
Production | Third 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 Name | Standard production maintenance |
|---|---|
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 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:
Environment | Schedule |
|---|---|
Non-Production | Twice a month |
Production | Twice 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 |