Support Central

Each of BMC's support offerings includes the following, if and when available:

BMC provides Support via Web, Email and Phone.

Initial Response goals are relative to the impact of the reported problem on the customer environment. The BMC definitions for Impact (Severity) levels 1-4 can be found here.

Note: All of BMC’s Support Offerings are subject to change without notice, and that not all support offerings are available for all BMC products.

BMC Continuous Support

24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
(Excludes published holidays)

S1 = 1 Clock Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 12 Business Hours All On-Premise products including Mainframe BMC SaaS Support

24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
(Excludes published holidays)

S1A = 30 minutes (SaaS Only availability/Outage)
S1 = 1 Clock Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 12 Business Hours

All SaaS products (S1A and S1 for production* environment only) BMC Premier Support

24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
(Excludes published holidays)

S1A = 30 minutes (SaaS Only availability/Outage)
S1 = 1 Clock Hour (On-Premise and SaaS Production environments only)
S2 = 1 Business Hours
S3 = 1 Business Hours
S4 = 1 Business Hours

BMC Helix Control-M is not covered for BMC Helix products (S1A and S1 for production* environment only)

*DSOM Helix customers with non-production environments should open their availability and performance issues as sev 1.

- Support business hours reflect normal country business hours in your time zone.
For All specific hours of operation, see the country specific Support Contact pages.

- BMC SaaS Support customers with a current agreement that provides for a different response times will continue to have such response times until the end of their current SaaS order term.

* Helix Control-M customers using Sandbox tenants are restricted to opening S4 severity-level cases only.

Discontinued Support Offerings (not available for new purchases)

BMC Basic Support Local Office Hours
8 hours x 5 days
9am- 5pm, M-F
(Excludes published holidays) S1 = 4 Office Hours
S2 = 8 Office Hours
S3 = 12 Office Hours
S4 = 24 Office Hours This Support offering is not available for new license purchases BMC Fast-Track Support Local Business Hours
12 hours x 5 days
7am-7pm, M-F
(Excludes published holidays) S1 = 1 Business Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours This Support offering is not available for new license purchases Helix Control-M Support

24 hours x 7 days
(S1 Production environment only))
(Includes published holidays)
Local Business Hours (for S2 - S4)
7am-7pm, M-F
(Excludes published holidays)

S1 = 1 Clock Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 16 Business Hours BMC Helix Control-M BMC Helix Remedyforce Support

24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
7am-7pm, M-F
(Excludes published holidays)

S1 = 1 Clock Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 16 Business Hours BMC Helix Remedyforce

24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
7am-7pm, M-F
(Excludes published holidays)

S1 = 1 Clock Hour
S2 = 1 Business Hours
S3 = 1 Business Hours
S4 = 1 Business Hours

24 hours x 7 days
(for S1)
(Includes published holidays)
Local Business Hours (for S2 - S4)
7am-7pm, M-F
(Excludes published holidays)

S1 = 15 Clock Minutes
S2 = 30 Business Minutes
S3 = 4 Business Hours
S4 = 16 Business Hours