Case severity - BMC Support Customer Impact Definitions

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    Customer Support Web


    Customer Support Web


    BMC Support Customer Impact Definitions

    1- Critical Service Impact
    Case critically affects the primary business service, major application, or mission critical system. Customer resources should be available and willing to work on a 24x7 basis with BMC to resolve the case. Characteristics of a Severity 1 case include:
    Business service is not operational
    Production system crashes
    Data integrity at risk
    Production backup and recovery operations fail.
    2- Significant Service or Implementation Impact
    The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available.
    3- Moderate Service Impact
    The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The case may be temporarily circumvented using an available workaround.
    4- No Service Impact
    Non-critical cases, general questions, enhancement requests, or documentation cases

    Contact BMC
    While we do our best to design our Support Central resources so you can easily track down the answers to your questions, you can always reach out to our Customer Care team directly, for one-on-one support.
    You have several options for reaching customer support:

    • From the Support Central dashboard, click the ‘Contact Support’ menu link and then select your region from the drop down menu to access contact information for your region.

    • You can also simply email at any time with your website support query.


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