BMC Helix support overview
This topic contains the following information:
Support team options
Users will contact the appropriate BMC support team based on the licenses purchased. A mapping of licenses to the support team is shown in the table below. Only the licenses purchased determine which support team handles your requests; your service's data center location is not relevant for support purposes. For example, if your company has purchased BMC Helix Business Workflows, you will use BMC Support Central whether you are hosted in the BMC cloud or the AWS cloud.
License purchased | Support team |
|---|---|
BMC Helix ITSM - Suite BMC Helix ITSM - Service Desk BMC Helix ITSM - Service Optimization BMC Helix Digital Workplace Basic (if purchased standalone) BMC Helix Digital Workplace Advanced (if purchased standalone) BMC Helix Custom Applications BMC Helix Custom Connector BMC Helix Virtual Agent - Standard or Premium BMC Helix Business Workflows BMC Helix Multi-Cloud Broker BMC Helix Client Management BMC Helix Discovery BMC Helix Discovery for Service Providers BMC Helix Cloud Cost BMC Helix Cloud Security BMC Helix Continuous Optimization services BMC Helix Operations Management BMC Helix Automation Console BMC Helix iPaaS On-premises ITSM or BMC TrueSight products | BMC Support Central |
Registering for Support Central
Register with BMC Support Central — Go to the registration page. You will need your SaaS Support ID and password (from the Order Detail email that is provided to you when your SaaS order is placed with BMC).
- If you do not have this email, contact your company’s BMC support administrator or send an email to customer_care@bmc.com, and BMC will provide this information to you.
Visit the Support Central User Guide and learn how to manage your Contact List, among other helpful tips.
Customer support policies
Customer support policies are available on this page.
For the BMC Helix iPaaS, refer to the Jitterbit End-of-Life Policy for timelines and announcements. Support for this product is provided by BMC via our standard support policy.