BMC Helix Premier Support offerings

Premier Support represents BMC Helix’s enhanced support service. Customers enrolled in Premier support receive dedicated attention, proactive recommendations, and specialized expertise designed to ensure Customer organization’s long-term success and desired outcomes with the applicable BMC Helix products.

BMC Helix Premier Support is available for both on-premises and SaaS environments.

Scope

BMC Helix Premier Support is offered for designated products1 and subscriptions. The services below apply to one BMC Helix product instance in a single production environment. To cover more instances, products, or regions, customers are required to purchase premier support add-on services.

Product migration

During product migration, the Premier team may provide guidance and case oversight to support the product in the new environment as it is provisioned and configured. Once the new environment is live and becomes the active production environment, Premier resources and deliverables will be provided only for the new environment.

BMC Helix Premier Support

BMC Helix Premier Support customers receive the following resources and deliverables during local business hours in the region for which BMC Helix Premier Support was contracted.

Premier support account manager

BMC Helix Premier Support provides a portion of an assigned Premier Support Account Manager’s resources to deliver weekly case status reports and manage critical cases end-to-end to ensure timely resolution. When a Premier Support customer opens a case with Severity 1 (Critical), the Premier Support Account Manager will be notified and engage with both the customer and BMC Helix Customer Support.

Reporting

In addition to weekly case status reports, the Premier Support Account Manager will also provide a support trending and analysis report on a monthly basis.

Support account management

The Premier Support Account Manager (PSAM) delivers high touch, strategic account oversight, and engaging in the right resources needed to support the customer’s requirements and objectives. The PSAM is responsible for building a deep understanding of the customer’s business and technology objectives and driving a Service Delivery Plan that helps the customer achieve those objectives. The PSAM owns communication with the customer across multiple channels.

Governance calls

Hosted by the PSAM on a cadence agreed with the customer, governance meetings include at a minimum the following topics: 

• Overall health of the product and the Premier engagement
• Progress of in-focus initiatives and activities
• Recommendations arising from the Platform Performance Review Assessment, Technical “How to” sessions, Upgrade planning, etc. 
• Status of high priority issues

For SaaS customers, Premier provides oversight for problem management and change requests

Premier delivery planning

Developed jointly between the Premier team and the Premier customer, a Premier Delivery Plan will be established detailing the customer’s priorities and desired outcomes related to the BMC Helix solution. 

Periodic service reviews

The Premier Support Account Manager will coordinate with the Premier Customer to review progress and achievements against the Premier Delivery Plan, adding or revising activities and timelines as appropriate. During the Service Review, the Premier team will present a Summary Health Dashboard showing various health metrics and summary recommendations.

Site visits

Where available and possible, Premier resources may meet onsite with the customer. At BMC Helix’s discretion, both the PSAM and PSS may participate in a single Site Visit. Site Visit Agendas will be agreed between the customer and the Premier team prior to the visit.

Premier support specialist

A designated Premier Support Specialist (PSS) will provide the Premier customer with technical guidance and oversight for their specific implementation and participate in project release milestones and upgrades. The Premier Support Specialist (PSS) leads Technical discussions and performs the Platform Performance Review Assessment.

Additional Premier Support Specialists may be purchased with the inclusion of additional Premier Support add-on packages.

• Incident Review
  
  Premier will work with support to deliver Post Incident Review (PIR) for Severity 1 (Critical) issues impacting the production environment as requested.
  The Incident Review will include a description of the business impact, corrective actions taken and recommended, and lessons learned.
• Platform Performance Review
  
  A Premier Support Specialist will perform a platform performance assessment up to twice a year, limited to a single BMC Helix product in one production environment. Analysis is undertaken on the overall application usage trends, supportability, configuration, performance and functionality. Insights to product use and recommendations are formally documented and presented to the customer and then tracked to implementation as part of governance calls.
• Upgrade Planning Support
  
  The Premier team will work with the customer to help them understand new features and benefits of new versions and to understand what the impact will be on customer use cases. Best practices advice for customer owned elements of upgrade testing, customization reconciliation and repair will be provided. The PSAM will establish a cadence of upgrade checkpoints to discuss status of upgrade activities and actions to resolve any blocking issues. For SaaS customers, the PSAM will coordinate with BMC Helix Operations and customer to schedule the upgrade in production.
  
  On-premises customers may also receive an upgrade runbook which details the upgrade process for a single product instance in a designated production environment. The runbook will be customized to address the Premier customer’s unique environment.
• Technical “How to” Sessions
  
  These customer-driven sessions are interactive knowledge transfer engagements allowing customers to have deep technical focus on topics which are critical to furthering progress with product functionality, usability, performance and risk mitigation.

Federated chat

BMC Helix can provide federated chat access between customers and their PSAM and PSS resources for the duration of their Premier Support service contract where feasible. The federated chat will enable live chat capabilities between customer and BMC Helix teams during business hours.

Accelerated response times

For on-premise customers, BMC Helix Premier Support provides Response Times, defined here. The BMC Helix definitions for Impact (Severity) levels 1-4 can be found here. The Premier Response Times apply to the region(s) where BMC Helix Premier Support is contracted.

Product – add-on

Existing BMC Helix Premier Support customers who need coverage for a new product or additional capacity for an existing product within a different time zone have the option of purchasing a product add-on.

¹BMC Helix MarketZone Products are not eligible to be enrolled in Premier Support.

Discontinued premier offerings

These Premier Support Offerings are no longer available for purchase or renewal to BMC Helix customers.

• BMC Premier Support Foundation
• BMC Premier Support Emerging Markets

Contact us

• Questions about Premier Support? Email us at Premier-Support-Enquiries@helixops.ai