BMC Helix Applications Managed Service Additional Service and Coverage Options
17+ CREDITS
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