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)
• CA Directory

Issue/Introduction

You want to upgrade, migrate, or install a Broadcom Product.  You would also like to make support aware of this effort ahead of time, and share your plan for the deployment for review prior to the install/upgrade.

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

Environment

• All Supported Environments

Resolution

1. Share your upgrade/deployment plan 1-2 weeks prior to the planned event with your Account Team (Account Manager or CSM).
   • Request a hot site also known as Special instructions to be set.
2. For the success of your upgrade we strongly recommend providing the below 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, 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

3. If you need help in preparing the upgrade/implementation plan despite available documentation, contact your Account Team to request Services assistance as this falls outside the scope of support.
4. Should you require urgent assistance during the upgrade/install time window, follow the process at: Creating and managing Broadcom cases to open a case.
   • Support will be available to help with the troubleshooting but will not stay on the webex/call for the complete upgrade process.
5. 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 visit our Broadcom Expert Advantage Partners page.