Service levels and support hours

Because BMC Helix services are cloud-based, customers can connect to them via any supported web browser. BMC is fully responsible for the availability of the services.

This topic contains the following information:

Hours of service operation

The BMC SaaS Operations team provides operation and management of the BMC Helix services 24 hours a day, 7 days a week.

Service level availability

All BMC Helix services carry a 99.9% service availability commitment for production environments. For more information, see the BMC-Helix-Availability-policy.

Technical support response targets

Important

BMC global holidays are published at http://www.bmc.com/support/bmc_global_holidays.html.

In the following table, "local business hours" refers to the time zone applicable to the location listed in the customer contract.

Severity	Schedule	Initial response targets
S1A (Critical)	24 hours a day, 7 days a week (including published holidays)	30 minutes
S1 (Critical)	24 hours a day, 7 days a week (including published holidays)	1 clock hour
S2 (High)	Local business hours: 7:00 AM to 7:00 PM, Monday to Friday(excluding published holidays)	2 business hours
S3 (Medium)	Local business hours: 7:00 AM to 7:00 PM, Monday to Friday(excluding published holidays)	4 business hours
S4 (Low)	Local business hours: 7:00 AM to 7:00 PM, Monday to Friday(excluding published holidays)	12 business hours

Service credits are not provided for missed response targets.

Important

Customers will be updated on the status of any S1A issue every 30 minutes by the BMC Support team until the issue is resolved or downgraded.

Incident severity-level descriptions

Severity level	Severity criteria
1A	SaaS Only - Production instance is unavailable. Customers should check BMC Helix Trustsite for the latest updates on active outages prior to opening a ticket.
1	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.
2	Significant Impact to business service or system performance affecting production systems or normal operations for multiple groups of users.
3	Limited Impact to the business service, localized to a specific service, application, or group of users. A workaround may be available to circumvent.
4	No service impact, Non-critical issues, or general questions.

Hotfixes will only be applied for Severity Level 1A and 1. Fixes for Severity Level 2, 3 and 4 will be issued during the monthly general service update cycles.