{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "bmc-software",
    "name": "BMC Software",
    "vendor": "BMC Software",
    "website": "https://www.bmc.com",
    "category": "enterprise-and-operations",
    "category_name": "Enterprise & Operations",
    "tags": [],
    "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.95,
    "max_credit_percent": null,
    "max_credit": {
      "kind": "time",
      "label": "time-based",
      "value": null,
      "unit": "time"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "pro_rated",
      "remedy": "credit",
      "max_credit_percent": null,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "end_of_month",
      "business_days": false,
      "method": "Email to SLArequest@bmc.com",
      "url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
      "required_evidence": [
        "Account number in email subject",
        "BMC-provided monthly availability report OR dates and times of each incident of Non-excluded Downtime"
      ],
      "review_days": 15,
      "credit_application": "Applied against customer's next transaction"
    },
    "exclusions": [
      "Scheduled or mutually agreed maintenance (routine, non-emergency, or emergency)",
      "Downtime on nonproduction systems",
      "Force majeure / factors outside BMC's reasonable control (acts of God, government, flood, fire, hurricane, earthquake, civil unrest, terror, strikes, epidemics, pandemics, quarantines, ISP or power failures)",
      "Failure of customer's Internet access or related problems",
      "Customer or third-party equipment, software, or technology (outside BMC's direct control)",
      "Actions or inactions of customer or any third party",
      "Service suspension or termination of customer's right to use the Subscription Services"
    ],
    "support": {
      "tiers": [
        "Base Support",
        "Premier Support Foundation",
        "Premier Support Gold"
      ],
      "has_24x7": true,
      "fastest_response": "30 min (Sev-1A SaaS outage); 1 hour (Sev-1)",
      "response_is_sla": false,
      "designated_contact": "team",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://www.bmc.com/it-services/customer-support-offerings.html",
      "note": "Response times are stated as goals/targets, not contractual SLAs. Premier Support adds a dedicated analyst team + account manager; 30-min applies specifically to Sev-1A SaaS outages."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "helix-digital-workplace",
        "name": "BMC Helix Digital Workplace",
        "category": "employee-experience",
        "description": "Digital workplace services",
        "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "helix-discovery",
        "name": "BMC Helix Discovery",
        "category": "cmdb",
        "description": "Asset and dependency discovery",
        "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "helix-itsm",
        "name": "BMC Helix ITSM",
        "category": "itsm",
        "description": "IT service management",
        "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "helix-operations",
        "name": "BMC Helix Operations Management",
        "category": "it-operations",
        "description": "IT operations automation",
        "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "helix-remedyforce",
        "name": "BMC Helix Remedyforce",
        "category": "itsm",
        "description": "Salesforce-based ITSM",
        "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "BMC Software is a Other SaaS provider. See the official SLA at [https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf](https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf).\n\n<!-- Add human-readable notes about BMC Software's SLA nuances here. -->"
  }
}