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For BMC Helix Applications Managed Service (AMS) - Foundation Subscription customers, these options provide supplemental assistance.
What you get:
BMC Helix will upgrade your AMS based on the options selected below
| Service Coverage option | Additional Tickets Supported | Success Credits Required |
|---|---|---|
| 16x5 Service Coverage with Offshore SDM | 600
|
86
|
| 16x5 Service Coverage with Onshore SDM* | 600
|
146
|
| 24x5 Service Coverage with Offshore SDM | 1200
|
190
|
| 24x5 Service Coverage with Onshore SDM | 1200
|
369
|
| Additional Service Options | Additional Tickets Supported | Success Credits Required |
|---|---|---|
| 300 Additional Tickets Pack | 300
|
35
|
| On-Premises / Container Coverage For Each Product | NA
|
35
|
| Add Onshore Service Delivery Manager (SDM) | NA
|
77
|
| Additional In-Scope Product | 600 for Each Product
|
86
|
| AMS On-Call Support For Each Product | NA
|
17
|
You may choose one or any combination of the additional service options listed above.
Access to AMS resources is limited to local business hours 6:00am to 10:00pm Monday through Friday (16x5) and 12:00 am to 12:00 am (24x5) in the Customer time zone, excluding Customer public holidays. On-call service is provided for Severity 1 issues outside of contracted business hours coverage.
The AMS option for 16x5 coverage is scoped according to the following assumptions:
- Application Administration Requests – up to 480
- Incidents/problems and changes – up to 120
The AMS option for 24x5 coverage is scoped according to the following assumptions:
- Application Administration Requests – up to 960
- Incidents/problems and changes – up to 240
Pre-requisites:
- Customer must have purchased the BMC Helix Applications Managed Service – Foundation Subscription
- Customer must have at least nine months remaining on their BMC Helix Applications Managed Service – Foundation Subscription
Additional information:
- Estimated Duration: 1 Year
- In-Scope Products:
- BMC Helix IT Service Management (ITSM)
- BMC Helix Business Workflows
- BMC Helix Discovery
- BMC Helix Operations Management
- Entuity Network Monitoring for BMC Helix Operations Management
- BMC Helix Continuous Optimization
- Control-M SaaS
- Service Type: Technical Assistance
- Availability: Active
- Success Service Codes:
- Additional Tickets AMSX_ADDN_002
- On-Premises Container Coverage AMSX_ONPM_003
- Add Onshore SDM AMSX_ONSH_002
- Additional In-Scope Product AMSX_PROD_003
- On-Call Support AMSX_OCSP_001
- 16x5 Service Coverage with Offshore SDM A165_OFFS_002
- 16x5 Service Coverage with Onshore SDM A165_ONSH_002
- 24x5 Service Coverage with Offshore SDM A245_OFFS_002
- 24x5 Service Coverage with Onshore SDM A245_ONSH_002
- Date Last Updated: 03/20/2025
Related Resources:
Additional BMC Helix Services:
As part of your ongoing adoption and extension of BMC Helix capabilities and solutions, the following services complement this one:
- BMC Helix Applications Managed Services Foundation
- BMC Helix Day 2 Operations
- BMC Helix Access to an Applications Managed Service Specialist
Definitions:
Additional Tickets – The AMS service will be upgraded to include 300 additional tickets per year. 240- of which may be used for administrative requests and 60 of which may be used for incidents, problems or changes.
Additional Product Family (In-Scope Products) – The following is a list of eligible BMC Helix products for management under AMS. Each bulleted item represents one In Scope Product for one instance (e.g., Development, QA, Production)
- BMC Helix IT Service Management (ITSM), BMC Helix Digital Workplace, Helix Digital Workplace Advanced (DWPA), BMC Helix Innovation Suite, BMC Helix Virtual Agent
- BMC Helix Business Workflows
- BMC Helix Discovery
- BMC Helix Operations Management
- Entuity Network Monitoring for BMC Helix Operations Management
- BMC Helix Continuous Optimization
On Premises Container Coverage - The AMS service will be upgraded to support BMC Helix applications hosted on an on-premises container environment.
These activities related to BMC Helix Applications will be included
- Patch Management - Applying Patches, Security fixes, PTF, Service Packs
- Release management (Code release etc)
- Backup and recovery activities
- DR Activities
- Performance Tuning as per best practices
Please note, this service does NOT include management of the actual containers.
Onshore Service Delivery Manager (SDM) – is responsible for the governance and delivery of the service.
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