Proactive Planned Activity Case for HCX

Products

• VMware HCX

Issue/Introduction

The proactive process for HCX planned activity cases applies exclusively to Advanced Support customers with a Support Account Manager (SAM) or Dedicated Technical Support Engineer (DTSE). All other customers must complete the prerequisites below and open a technical support case if an issue occurs that cannot be resolved.

Prerequisites to be followed before opening Proactive Planned Activity Cases:

1. A planned activity relating to HCX may be a task to unextend networks, gateway migration, enable/disable MON, etc.
2. Cases must be opened 10 business days in advance of the maintenance window.
3. Cases should be opened as Severity 4.
4. Details of the planned activity.
5. If any product versions are changing, ensure product version interop on the Interoperability Matrix.

Note: If the proactive case is specifically related to the HCX migration maintenance window, please check the KB: Proactive Migration Case for HCX.
For information on HCX upgrades, access Proactive Upgrade Case for HCX.

Broadcom Support will: 

1. Provide high level guidance on the activity e.g. links to supporting documentation, KBs etc.
2. Broadcom Support may request logs bundles for review for the presence of Known Issues.
3. Once the review completes, the proactive case will be closed.
4. Two days prior to the activity, the SAM or DTSE will open a maintenance case on the customer's behalf, this case will track the activity and can be uplifted to Severity 1 in the event of a problem.
   If the planned upgrade is not performed during the timeframe specified in this case, and a new maintenance window is not planned for within the next five business days, this case will be closed and a new one will need to be opened two days prior to the new planned maintenance window.
5. Broadcom will not be able to provide dedicated support to be on standby during the activity, once notified of an issue the next available engineer will engage in accordance with case severity SLOs.

Environment

VMware HCX

Resolution

1. For further help, please open a Broadcom support case. Refer to the KB Creating and managing Broadcom cases
2. The purpose of a proactive case is to prepare in advance of the planned activity window. This is not an exhaustive health check of the environment, if this is required please engage VMware by Broadcom Professional Services.

Additional Information

Proactive Upgrade Case for HCX
Proactive Migration Case for HCX
HCX Health Check and Best Practices