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BMC’s objective is to provide world-class customer service, but sometimes you may need a little extra assistance. You may request an escalation if you are not getting the attention you need with a service request, upgrade, maintenance, etc. When you invoke the escalation process, additional levels of management and technical resources may be assigned to help in the resolution of the request.


Service Requests

BMC’s SaaS Service Desk team strives to resolve your incidents and service requests as quickly as possible. Tickets are assigned priorities to establish an overall response time and the resolution process for the case. Critical incidents are handled immediately, 24 hours a day, 7 days a week, whereas less severe tickets will be worked during regular business hours (excluding published holidays) in the time zone specified in your contract. Refer to the Contact Support page for the business hours of your local or nearest BMC Support contact center. Critical (Sev 1) incidents pertain to the production environment and have these characteristics:


  • Business service is not operational (i.e., major functional impact on production, such as email not working, escalations stopped, etc.)
  • Production system crashes
  • Data integrity is at risk
  • Production backup and recovery operations fail


If your service request is not getting the required attention, please follow our escalation process in the order shown below:


If you are unable to reach the support manager identified in the ticket, call the BMC SaaS Service Desk (select option 4 for SaaS), reference your ticket number, and ask to speak to the on-call duty manager. We will do our best to resolve any outstanding issues in the most efficient and timely manner. Your Business Relationship Manager is always happy to help you navigate the escalation process and escalate on your behalf if you do not think that you are getting the appropriate attention for your concerns.


General Concerns

At BMC, our top priority is customer satisfaction. If you think we’ve fallen short generally (outside the context of an individual support ticket), whether it is with service delivery, our product, or any of our processes, then we want to know about it. Our team will do our best to make things right and use your feedback to make improvements where possible.


The first step to expressing your concerns is to reach out to your Business Relationship Manager. Your BRM’s objective is to ensure you are getting value from your BMC service and to act as your advocate in navigating through BMC’s processes and people. Depending on the nature of your concern, the BRM may reach out to his/her director or escalate to the leadership of the department associated with the problem. The escalation path varies and appropriate steps will be taken to ensure your concerns are addressed. The BRM is responsible for problem resolution oversight.


You can also provide direct feedback right from using the “Feedback?” option from your account. We will respond to you quickly to address your concerns.

feedback.jpgWe always hope that you have the best experience with your BMC OnDemand service and want you to know that we're here for you should an escalation be required.


For additional information, refer to these BMC policies:

BMC Helix Availability policy

Service levels and support hours