Request db snapshot/baseline, retention period & extensions, and refresh from db snapshot/baseline or another environment

Products

• Clarity PPM SaaS

Issue/Introduction

Questions:

Related to db snapshot/baseline:

1) What is the process for requesting a db snapshot/baseline be taken of one of our specific Clarity SaaS environments ?  (ex: Prod, Test, Dev)

2) What is the minimum advance lead time required for requesting a db snapshot/baseline be taken ?

3) How long is our requested db snapshot/baseline retained ?

4) How do we request an extension to the retention period ?

 

Related to db refresh (such as from a db snapshot/baseline or another environment):

5) What is the process for requesting a db refresh of one of our specific Clarity SaaS environments ? 

Does the process differ (or is the same) for refresh from either: (a) an existing db snapshot/baseline (ex: taken of test on yyyymmdd hh:mi:ss), vs (b) another environment (prod -> test) ?

6) What is the minimum advance leadtime required for requesting a db refresh ?

Environment

Release : 15.8

Component : CA PPM SAAS APPLICATION

Resolution

Answers:

Related to db snapshot/baseline:

1) What is the process for requesting a db snapshot/baseline be taken of one of our specific Clarity SaaS environments ? (ex: (ex: Prod, Test, Dev))

[Support]: You may open a support case via support.broadcom.com just like this case and
request the snapshot. Just mention the point in time and the URL
(see KB: 11415 for specific details required)

2) What is the minimum advance leadtime required for requesting a db snapshot/baseline be taken ?


[Support]: No lead time documented, we should be able to do this quickly (same day) in most cases (or faster if it is critical).

3) How long is our requested db snapshot/baseline retained ?

[Support]: Customer defined recovery points: Customers may define additional recovery points as needed. Customer defined recovery points can be retained for as long as required; the standard retention periods for these recovery points, in days, are 30, 60, 90, or indefinitely until deletion is requested. CA Technologies will maintain up to 5 customer defined recovery points in addition to the recurring backups defined above.

There is some additional context here:
https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/clarity-project-and-portfolio-management-ppm-on-premise/15-8/release-information/clarity-ppm-saas-service-description.html


4) How do we request an extension to the retention period ?


[Support]: You may do this via a support case. Product support will send the request to
the service management team to approve.



Related to db refresh (such as from a db snapshot/baseline or another environment):

For support engineer process/customer facing KB, see: 193872

5) What is the process for requesting a db refresh of one of our specific Clarity SaaS environments ? (ex: (ex: cppm####, cppm####-test, cppm####-dev) Does the process differ (or is the same) for refresh from either: (a) an existing db snapshot/baseline (ex: taken of test on yyyymmdd hh:mi:ss), vs (b) another environment (prod -> test) ?

[Support]: The process is the same. You may open a support case and provide the URLs and refresh point.
For example, if you have a restore point being stored, mention that in the case description.
Otherwise, if not mentioned, the last backup will be used for the refresh.
Please document from which environment (cppm####) to which target (cppm####-test, cppm####-dev...).

6) What is the minimum advance leadtime required for requesting a db refresh ?

[Support]: We request a minimum lead time of 48 hours.
Once started the refresh can take a few hours, so we tell customers 6-8 hours of downtime.