Proactive Upgrade Review - Broadcom Advanced Support
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Proactive Upgrade Review - Broadcom Advanced Support

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Article ID: 393889

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Updated On:

Products

VMware Cloud Foundation

Issue/Introduction

With the purchase of Broadcom Advanced Support and a Support Account Manager (SAM), you can receive Proactive Upgrade Reviews (PUR) for runbooks and upgrade plans. The PUR Runbook Review aims to ensure that Broadcom Support receives essential information well before a scheduled upgrade window, to minimize avoidable reactive events during the upgrade process. 

The Proactive Upgrade Review is intended to be a best effort proactive review, and is not a commitment to directly participate during the upgrade. The Proactive Upgrade Review requires some initial preparation before engaging Broadcom Support. 

Upgrade Prep Work:

  • Review Proactive Upgrade KBs (please see below)
  • Complete Proactive Upgrade questionnaire (Google Form)
  • Complete and submit the runbook for review

In addition to the prep work, the customer and SAM are expected to collaborate to understand all products, versions, the extent of change that is expected, and the desired timeline. 

Note: This service is exclusively for customers with the Advanced Support entitlement and an assigned SAM. Customers who do not have this offering cannot request Proactive Upgrade Reviews. If a customer without Advanced Support encounters a production outage during maintenance or an upgrade, a Critical - P1 Case must be created with Broadcom Support.

Environment

VMware Cloud Foundation 5.x

VMware Cloud Foundation 4.x

Resolution

Proactive Upgrade Review Guidelines:

  • The customer or SAM will create a Low - P4 case
  • The case must be created at least 10 days in advance of the scheduled start date
    • If it is going to be a very extensive upgrade, it is recommended to create the case much earlier than 10 days before the scheduled start date
  • The PUR Questionnaire Form has been completed and uploaded to the case
  • Two cases will be created for the PUR process: (1) A “review only” case will be created. Once the review has been completed, the “review only” case will be closed. (2) The SAM will clone a “maintenance” case from the “review only” case, 2 business days before the scheduled upgrade start date 

If a production down issue is encountered during the upgrade, and a rollback is not possible, the “maintenance” case is expected to be uplifted to a Critical - P1. 

Runbook Guidelines (at a minimum):

  • What product is being upgraded?
  • What other products integrate with the product(s) being upgraded?
  • What are the current and target versions?
  • What are the relevant topologies?
  • What are the intended steps that will be taken?
  • What testing has been done before the upgrade?
  • What rollback steps have been considered?
  • BACKUPS must be in place!

Proactive Upgrade Review KBs:

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