Applications Managed Service Additional Service and Coverage Options
17+ CREDITS
What you get:
BMC will upgrade your AMS based on the options selected below.
| Service Coverage Option | Additional Transactions | 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 Applications Managed Service – Foundation Subscription
- Customer must have at least nine months remaining on their BMC 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, BMC Helix Control-M, Control-M for Mainframe, BMC AMI DevX Code Pipeline
- 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: 01/11/2024
Related Resources:
Additional BMC Services:
As part of your ongoing adoption and extension of BMC capabilities and solutions, the following services complement this one: