Data extraction and offboarding

BMC Helix customers retain ownership of their data at all times. BMC follows these steps below for offboarding your data after the contract subscription end date. Customers can also request for a data backup at any time by submitting a Support Case. 

1. BMC will provide a full backup database file (Microsoft SQLServer or PostgreSQL) .bak or .csv file, depending on the service, to customers upon request. Unless stated differently in the customer agreement, the request must be made within 60 days. For BMC Helix ITSM customers, when restoring the database backup on your premises, understanding the relationship between forms and database tables is important. For detailed information, see Relationship between forms and database tables. After the backup file is created, BMC uploads the file to a temporary SFTP server and shares the credentials with you via a secure email. You will have 7 days to retrieve it from the file transfer server.

   Data extraction formats

   In some cases, the optimal format of your backup may vary depending on your needs. If your data extraction file exceeds in size to upload to a file transfer server, BMC holds the right to provide the backup in a .bak file and customers can restore on your local server using your preferred method.  

   • Restoring the backup to your BMC Helix instance
   • Obtain the number of records for your data forms

   In some cases, the optimal format of your backup may vary depending on the customer's needs. If your data extraction file exceeds the........ .csv file may not be optimal for sharing. In situations like this, BMC holds the right to provide the backup in a .bak file so that customers can easily restore on your local server via your preferred method.  

   • data within your BMC Helix instance
   • number of records your form requested is holding

    

2. After 60 days, or per the customer contract agreement, BMC will permanently remove the customer's data from the database by overwriting the data with binary zeroes and destroying the database encryption keys, and deleting disks.

Additionally:

•  Customers may request a database backup copy of their service management applications data at any time by submitting a request through their support portal. Make sure your request states the specific environment you want extracted.
• For BMC Helix ITSM, data in archive tables may be exported to comma-separated values (.csv) files by the customer at any time by selecting the System Archive Export function from the archive manager console. See BMC-Helix-ITSM-data-archiving for additional details.