Premier Support Additional Coverage
This Service provides access to Premier Support coverage for one solution with six month or 12-month duration options. It can be added to any Success Subscription and includes a designated Premier Support Account Manager (PSAM) to provide incident case governance and escalation channels for cases related to one solution.
What you get:
BMC will perform the following:
- Workshop with Customer representatives to prepare a Service Delivery Plan for the in-scope solution, aligned to the Customer’s BMC technology environment
- Review the Service Delivery Plan with Customer and agree on delivery timescales and required resources
- Prepare the bi-weekly Governance Report for the in-scope solution
- Conduct bi-weekly governance reviews, tracking actions on the service delivery plan and progress of new and ongoing incident management cases
- Provide expedited access to; case response Service Level Agreements (SLAs); BMC’s technical assistance resources
- Perform the role of Customer escalation point of contact for all incidents related to the in-scope solution
- Prepare the Monthly Service Report of activities and case management metrics
- Host Monthly Service Report reviews with customer on progress of activities and support trends for the past month
|Duration||Success Credits Required|
Access to the Premier Support Account Manager is limited to local business hours in the Customer time zone, excluding public holidays.
Customer is responsible for:
- Identifying the Customer Sponsor
- Providing access to relevant Customer staff
Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:
- Service Delivery Plan
- Bi-weekly Governance Report
- Monthly Service Report
Upon reaching the end date of the Duration, BMC will have completed these Services.
- Be a subscriber to a Success Subscription.
- Have at least 6 months remaining in their Success Subscription in order to redeem a 12-month service.
- Have at least 2 weeks remaining in their Success Subscription in order to redeem a 6-month service.
- Identify the specific BMC Solution that is associated with this service
- Estimated Duration: 6 or 12 consecutive months
- In-scope Products: BMC Helix AIOps, BMC Helix Business Workflows, BMC Helix Capacity Optimization, BMC Helix Chatbot, BMC Helix Client Management, BMC Helix CMDB, BMC Helix Continuous Optimization, BMC Helix Control-M, Control-M, BMC Helix Digital Workplace, BMC Helix Discovery, BMC Helix Enterprise Service Management, BMC Helix ITSM, BMC Helix Knowledge Management, BMC Helix Operations Management, BMC Helix Monitor, BMC Helix Optimize, BMC Helix Platform, BMC Helix Remediate, BMC Helix Virtual Agent, BMC Helix Vulnerability Management, TrueSight Automation for Networks, TrueSight Automation for Servers, TrueSight Capacity Optimization, TrueSight Operations Management, TrueSight Orchestration
- Service Type: Technical Assistance
- Availability: Active
- Success Service Code:
- 6 months - PREM_SAM06_001
- 12 months - PREM_SAM12_001
- Date Last Updated: 6/12/2023