✓
Credit-backed
Publishes an SLA backed by pro-rated service credits: 99.95% uptime.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.95%
Uptime
time-based
Max credit
—
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Email to SLArequest@bmc.com · bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf
Deadline
30 days of incident
Review timeline
BMC confirms Service Credit within 15 days of receipt
Credit applied
Applied against customer's next transaction
Required evidence: Account number in email subject, BMC-provided monthly availability report OR dates and times of each incident of Non-excluded Downtime
Common 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 complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 5
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
BMC Helix Digital Workplace
Digital workplace services
Employee Experience
99.9%
covered
BMC Helix Discovery
Asset and dependency discovery
CMDB
99.9%
covered
BMC Helix ITSM
IT service management
ITSM
99.9%
covered
BMC Helix Operations Management
IT operations automation
IT Operations
99.9%
covered
BMC Helix Remedyforce
Salesforce-based ITSM
ITSM
99.9%
covered
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.
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