Proactive Planned Activity Case for TCP Environments

Products

• VMware Telco Cloud Platform

Issue/Introduction

Note: The proactive support process for Telco Cloud Platform (TCP) planned activity is limited to Advanced Support customers with a Support Account Manager (SAM) and/or Designated Support Engineer (DSE).

VMware by Broadcom Support will:

• Stay informed of the scheduled activity via the Proactive Planned Activity Case.
• Monitor for inbound case communication related to any TCP issues that may arise during the activity.
• Remain ready to engage promptly based on case severity and service level objectives (SLOs).
• Close the Proactive Planned Activity Case once the activity is successfully completed and no further support is required.

Environment

2.x, 3.x, 4.x, 5.x

Resolution

Planned activities involving Telco Cloud Platform (TCP) may include, but are not limited to:

• Upgrades or patching of TCP components
  • If a production down issue is encountered during the upgrade, and a rollback is not possible, inbound communication on the “Planned Activity” case to engage promptly.
• Infrastructure changes that may indirectly impact TCP operations
  • (e.g., hardware refreshes, network reconfigurations, or storage migrations)
• Third-party CNF/VNF integrations, onboarding, lifecycle operations, or workload and performance testing

Prerequisites for Opening Proactive Planned Activity Cases

• Cases must be opened at least 2 business days prior to the planned activity window
• Cases should be opened as a Low - P4.
• Open one Proactive Case per TCP component involved in the activity.
• Add all relevant stakeholders to the Additional CC list on the case.
• If the planned activity involves an upgrade of a TCP component, a Proactive Upgrade Case for TCP Environments case should be completed prior to opening the Planned Activity Case.

Additional Information

Proactive Upgrade Case for TCP Environments