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BMC

Applications Managed Service Gold Upgrade

53 CREDITS

For BMC Comprehensive Success Plan subscribers, this Service upgrades the BMC Application Managed Service (AMS) to 16x5 coverage, provides on-call service for Severity 1 outside of normal coverage hours, and increases service entitlements.

What you get:

BMC will perform the following:

In addition to your Comprehensive Success Plan, the AMS will be upgraded to:

Availability: Access to AMS resources is limited to local business hours 6:00am to 10:00pm Monday through Friday (16x5) in the Customer time zone, excluding Customer public holidays. On-call service is provided for Severity 1 issues outside of contracted business hours coverage.

AMS is scoped according to the following entitlements:

  • Application Administration Requests: 720
  • Incidents*: 180
  • Problems*: 18
  • Integrations: Up to 7. BMC will maintain in-scope integrations and interfaces which may include, but is not limited to, API, Web Services, BMC Atrium Integrator, and BMC Helix Integration Service. In-scope integrations are subject to BMC approval. (The non-BMC side of the interfaces remains the responsibility of Customer.)
  • Service Coverage 16x5 and on-call service for Severity 1 issues outside service coverage hours

Pre-requisites:

  • Customer must be a subscriber to the Comprehensive Success Plan
  • Customer must have at least nine months remaining on their Comprehensive Success Plan

Additional information:

  • Estimated Duration: 1 year
  • In-scope Products: BMC Helix Business Workflows, BMC Helix Chatbot, BMC Helix Digital Workplace, BMC Helix Discovery, BMC Helix ITSM
  • Service Type: Technical Assistance
  • Availability: Active
  • Success Service Code: APPM_GOLD_001
  • Date Last Updated: 08/18/2021
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