search cancel

How to Request a Hot Site and Pre-Upgrade Review for my Broadcom Software product upgrade?

book

Article ID: 237672

calendar_today

Updated On:

Products

DX Unified Infrastructure Management (Nimsoft / UIM) DX Unified Infrastructure Management (Nimsoft / UIM) CA Unified Infrastructure Management SaaS (Nimsoft / UIM) Unified Infrastructure Management for Mainframe

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 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.

Cause

- Hot site request
- Upgrades
- DX UIM

Environment

Release: All Supported Releases

Resolution

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:

Completing this form below with accurate responses is highly recommended to receive the highest level of support if you encounter any P1 issues during your upgrade. Please have the form completed at least 2 business days prior to your upgrade or contact your Account Team / CSM and provide the information so they can enter it into our internal system.
 
Item Information Comments
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 (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:
Best practices strongly suggest for all upgrade plans to also include a rollback plan in the rare case that one or more issues are encountered that may need additional time to investigate, beyond the planned critical outage time.

Additional Information

SignUp and Register Here for the Broadcom Designated Weekend Program:
Designated Weekend Upgrade Program

For further upgrade assistance beyond troubleshooting, please visit our 'Broadcom Expert Advantage Partners' page.
https://expert.broadcom.com/