DraftReady for approval 2026/08/20 19:25 by zhein | Approver: @ai-us-principals

BMN/Avatar Info for AIMS Customer Onboarding

Miscellaneous Info

Customer is not expected to access the avatar unless directed by the Apps team (i.e. if the Apps Team asks the customer to restart the avatar)
BMN-related support should start with the ECC in the event you believe something is down. Use the number below, do not reach out directly to the Apps Team
- ECC can be contacted by calling 888-793-2480, option 2
If there is a ServiceNow ticket that requires urgent assistance from the Apps Team, you can use the Applications Escalations Channel in Teams during business hours
Teams involved with the BMN Platform:
- Managed Services Applications Team (Apps Team) - BMN
- Unix - OS Level support for the BMN
- Windows - OS level support for Last Resort Hosts (LRH) and other Windows Resources
- Monitoring - Tooling that flows through the BMN
- Other - Networking and other teams may be very selectively engaged
Unsupported hypervisors for virtual avatars:
- Nutanix-AHV
- HyperV
- Openstack
- XenServer

KB0056511 - Collection of BMN Training Links
KB0050480 - Introductory info of what a BMN and Avatar is, with links to additional informational resources
BMN FAQ - General BMN Info
BMN Information Content Sharing - Presentation detailing how to share information regarding the BMN and Avatar
Client Kickoff Presentation - Kickoff PowerPoint Presentation, including an overview and diagram of the BMN/Avatar connectivity
KB0040068 - BMN Firewall rules for different teams/services. Doesn't currently include a KB for AIMS, but can be used as a general reference
Managed Services Customer Onboarding BMN Introduction - Video presentation of what our monitoring solution is and how it works
Customer Facing BMN FAQ - BMN FAQ document that can be provided to the customer
BMN Information Sharing Instructions - Instructions on how to share our BMN Introduction video with a customer
Capture Team Requests - Instructions for how to engage with the Capture Team to get customer questionnaires filled out