Vyom Labs is one of the critical partners that capitalize on the opportunity to work with the BMC Product Support team. Gaining the right approach to the solution and product support experience leverages L1 support and operational support to its customers.
As a part of Support offerings, the Vyom Labs support force performs the following:
- L1 Partner Continuous Support
- Operational Support
L1 Partner Continuous Support
Each of Vyom Labs’ support offerings embraces the subsequent, if and when available:
Vyom Labs provides Support via the Internet, Email, and Phone.
Initial Response goals are relative to the impact of the reported problem on the customer environment.
Note: All Vyom Labs’ Support Offerings are subject to change without notice
| Offering | Hours of Operation | Initial Response Goals |
|---|---|---|
| BMC Continuous Support | 24 hours x 7 days (for S1) (Includes published holidays) Local Business Hours (for S2 – S4) 7am-7pm, M-F (Excludes published holidays) |
S1 = 1 Clock Hour S2 = 4 Business Hours S3 = 8 Business Hours S4 = 12 Business Hours |
| BMC Premier Support Managed | 24 hours x 7 days (for S1) (Includes published holidays) Local Business Hours (for S2 – S4) 7am-7pm, M-F (Excludes published holidays) |
S1 = 1 Clock Hour S2 = 4 Business Hours S3 = 8 Business Hours S4 = 12 Business Hours |
| BMC Premier Support Advanced | 24 hours x 7 days (for S1) (Includes published holidays) Local Business Hours (for S2 – S4) 7am-7pm, M-F (Excludes published holidays) |
S1 = 1 Clock Hour S2 = 1 Business Hours S3 = 1 Business Hours S4 = 1 Business Hours |
Operational Support
BMC Digital Service & Operations Management (DSOM)
Approach
Business Drivers
Delivery Model
Global Delivery Center for the Support Services using the offshore/Onshore delivery model.
Collaboration with BMC R&D, Customer Support at the offshore Pune location provides multiple benefits such as:
We offer a range of service advantages: