BMC Helix support offerings include the following, if and when available:

• For the most current releases and version of the Product, BMC Helix provides bug fixes, patches or workarounds in order to cause the Product to operate in substantial conformity with its then-current operating documentation, and
• BMC Helix provides new releases or versions, to the extent they are furnished to all other enrolled Support customers without additional charge.

BMC Helix provides Support via Web, Email and Phone.

BMC Helix Continuous Support

BMC Helix Continuous Support, a fundamental level support offering that comes with your purchase of BMC On-Premise products, provides support 24 hours a day, 7 days a week (Including published holidays) for Severity-1 cases. This includes a one clock-hour response time for Severity-1 cases. Severity 2-4 cases are responded to during local business hours (Excludes published holidays).

For more details on Continuous Support, please see our Support Policies page for details on Service Levels, Definitions and more support information.

BMC Helix SaaS Support

SaaS Support, a fundamental level support offering that comes with your purchase of BMC Helix products, provides support 24 hours a day, 7 days a week (Including published holidays) for Severity-1 cases. This includes a 30 minute response time for Severity-1A (Saas Only availability/Outage) and 1 clock hour for Severity-1 cases. Severity 2-4 cases are responded to during local business hours (Excludes published holidays). For more details on SaaS Support, please see our Support Policies page for details on Service Levels, Definitions and more support information.

BMC Helix Remedyforce Support

Helix Remedyforce Support, a fundamental level support offering that comes with your purchase of BMC Helix Remedyforce, provides support 24 hours a day, 7 days a week (Including published holidays) for Severity-1 cases. This includes a one clock-hour response time for Severity-1 cases. Severity 2-4 cases are responded to during local business hours (Excludes published holidays). For more details on Continuous Support, please see our Support Policies page for details on Service Levels, Definitions and more support information.

BMC Helix Premier Support

BMC Helix Premier Support is an enriched level of support available to our Enterprise customers whose business depends on BMC Helix solutions. BMC Helix Premier Support provides you with designated representatives who will work with you and your support team to focus on your business needs. These designated resources visit your site, get to know your staff and understand your IT operations and business. They will work with you to review cases and changes in your environment to provide a proactive and personalized service.