How to Request a Hot Site and/or Pre-Upgrade Review for my product deployment or upgrade?

Products

• Spectrum
• DX Application Performance Management
• DX Unified Infrastructure Management (Nimsoft / UIM)
• CA Automic Workload Automation - Automation Engine
• Network Flow Analysis
• Network Observability
• CA Performance Management
• CA Automic Applications Manager (AM)
• CA Automic Applications Manager (AM)
• CA Identity Governance
• CA Identity Manager
• CA Identity Portal
• CA Identity Service
• CA Identity Suite
• VIP Service
• CA Unified Infrastructure Management On-Premise (Nimsoft / UIM)
• CA Unified Infrastructure Management SaaS (Nimsoft / UIM)

Issue/Introduction

We want to upgrade/migrate or install our Broadcom software and would like to make support aware of this effort ahead of time and share our plan for the deployment for a prior review.

• How do we request a Hot Site and Pre-Upgrade Review?
  
  
• What information do I need to provide to my account team?

Environment

• All Supported Environments

Cause

• Upgrade requests/planning/reviews

Resolution

Please share your upgrade/deployment plan ideally 1-2 weeks prior to the planned event with your Account Team (Account Manager or CSM) requesting a hot site - also known as Special instruction - to be set.

For the success of your upgrade we strongly recommend providing this information and scheduling a Pre-Upgrade review with one of L1 Product SME’s.  We have a history of high success rate for those customers who participate in the Pre-Upgrade reviews. If you would like support to review your upgrade/deployment plan, then please open a support case and upload your detailed plan for review.

Company Name	required
Company Site ID (or Account #)	required
Customer Technical Contact Name	required
Customer Telephone Number	required
Customer Email Address	required
Brief Description of Event	required
Product(s)	required
Current and Future Release	required
Requested Date Preparation Conf. Call w/Customer (incl. Case Number)	required
Start / End Date of Hot Site Designation  (include exact time in Central Standard Time Format)	required
Requested by (Name and Organization)	required
Environment (Production, QA, Test)	required
Critical Outage Window Start Date / Time – End Date / Time	required
Upgrade Plan Attached To Email	required
Services Involvement (Y/N)	required
>Services Onsite – Contact Person	required

 

If you need help in preparing the upgrade/implementation plan despite available documentation, then please contact your Account Team to request Services assistance as this falls outside the scope of support. 

Should you require urgent assistance during the upgrade/install time window, then you will need to call into support to request Severity 1 assistance as a case

• For North America, [phone]
• For other countries, visit the following url:

https://support.broadcom.com/contact-support.html#caphone

and refer to: Broadcom Global Support delivery hours of operation & contact numbers

Support will be available to help with the troubleshooting but will not stay on the webex/call for the complete upgrade process.

Important Note: Best practices suggest for all upgrade plans to also include a rollback plan in the very rare case issues are encountered that need additional time to investigate beyond the planned critical outage time.

Additional Information

For Further Upgrade Assistance, Beyond Troubleshooting, Please visit our Broadcom Expert Advantage Partners page