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 Broadcom Account team?
How can we proceed in order to ensure we have a successful upgrade? What are the best practices? For now, we are planning to upgrade DX UIM.
Please share your planning document ideally 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 rates 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.
Upgrade Form / Hot Site Preparation Questionnaire:
|Company Site ID (or Account #)||required|
|Customer Technical Contact Name||required|
|Customer Telephone Number||required|
|Customer Email Address||required|
|Brief Description of Event||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 (Y/N)||required|
|Services Involvement (Y/N)||required|
|Services Onsite – Contact Person||required|
If you need help in preparing your internal upgrade/deployment plan, please contact your Account Team to request Services assistance, as that falls outside the scope of support.
Should you require urgent assistance during the upgrade/install time window, then you will need to call in to support to request that a Severity 1 case be opened to obtain assistance.
For North America, +1-800-225-5224
For other countries, visit: https://support.broadcom.com/group/ecx/contact-support
Support will be available to help with troubleshooting and resolving issues, but will not stay on the webex/call during the entire upgrade process.Note: