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

Products

• CA Privileged Access Manager (PAM)
• CA Identity Suite
• CA Privileged Access Manager - Server Control (PAMSC)
• CA Identity Portal
• CA Identity Manager
• CA Identity Governance

Issue/Introduction

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

• How does the request for a Hot Site and Pre-Upgrade Review?

• What information needs to provide to Broadcom Account team?

• How can proceed in order to ensure have a successful upgrade?

• What are the best practices? 

Environment

• Symantec IGA
• Privileged Access Manager

Cause

• Hot site request
• hotsite
• Upgrades

Resolution

Please share the plan document ideally 2 weeks prior to the planned event with the client's 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 client need help in preparing internal upgrade/deployment plan, please contact the Account Team to request Services assistance, as that falls outside the scope of support. 

Should the client require urgent assistance during the upgrade/install time window, then will need to open a new Support case as severity 1 via web or calling in to support call center to obtain assistance.

For North America, https://support.broadcom.com/web/ecx/contact-support 
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.