Applications Managed Service Additional Service and Coverage Options
32+ 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* | 500 | 80 |
| 16x5 Service Coverage with Onshore SDM | 500 | 165 |
| 24x5 Service Coverage with Offshore SDM | 1000 | 176 |
| 24x5 Service Coverage with Onshore SDM | 1000 | 425 |
| Additional Service Options | Success Credits Required |
|---|---|
| 250 Additional Transactions* | 32 |
| On-Premises Container Coverage* | 64 |
| Add Onshore SDM | 108 |
| Additional In-Scope Products* | 80 |
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 400
- Incidents/problems and changes – up to 100
The AMS option for 24x5 coverage is scoped according to the following assumptions:
- Application Administration Requests – up to 800
- Incidents/problems and changes – up to 200
Pre-requisites:
- Customer must be a subscriber to the Comprehensive Success Subscription or have purchased the BMC Applications Managed Service – Foundation Subscription
- Customer must have at least nine months remaining on their Comprehensive Success Subscription or the BMC Applications Managed Service – Foundation Subscription
Additional information:
- Estimated Duration: 1 Year
- In-Scope Products: BMC Helix Business Workflows, BMC Helix Chatbot, BMC Helix Digital Workplace, BMC Helix Discovery, BMC Helix ITSM, BMC Helix MCSM, BMC Helix Control-M
- Service Type: Technical Assistance
- Availability: Available
- Success Service Codes:
- 250 Additional Transactions (AMSX_ADDN_001)
- On-Premises Container Coverage (AMSX_ONPM_001)
- Add Onshore SDM (AMSX_ONSH_001)
- Additional In Scope Products (AMSX_PROD_001)
- 16x5 Service Coverage with Offshore SDM (A165_OFFS_001)
- 16x5 Service Coverage with Onshore SDM (A165_ONSH_001)
- 24x5 Service Coverage with Offshore SDM (A245_OFFS_001)
- 24x5 Service Coverage with Onshore SDM (A245_ONSH_001)
- Date Last Updated: 05/12/2022