Proactive maintenance and hot site request requirements for VMware Live Recovery (SRM)

Products

• VMware Live Recovery

Issue/Introduction

Broadcom provides proactive support awareness and standby assistance for planned maintenance activities, such as Disaster Recovery (DR) testing or major upgrades. For entitled customers, Maintenance Awareness is a key component of the Proactive Upgrade Runbook Review (PUR) process.

Environment

• VMware Live Recovery (VLR), Site Recovery Manager (SRM)
• All Versions

Cause

Proactive support requests are categorized as standby awareness or planning requests rather than active technical failures.

Resolution

Proactive Upgrade Runbook Reviews (PUR) Maintenance Awareness is a part of Proactive Upgrade Runbook Reviews (PUR), which are available for customers who have purchased Advanced Support and have an assigned Support Account Manager (SAM) or Designated Support Engineer (DSE). This process provides proactive evaluations of runbooks to ensure successful upgrades and maintenance.

This process is typically managed through two separate cases:

1. A Proactive Upgrade Review case for the runbook evaluation.
2. A Maintenance Awareness case for standby support during the execution window.

Maintenance Awareness Case Requirements To ensure Broadcom Support awareness for a planned activity, follow these requirements:

1. Open a proactive support case exactly 2 business days prior to the scheduled start time.
2. Provide the following details in the case description:
   • Brief description of the event (e.g., "Planned SRM DR Test").
   • Exact start and end times in UTC.
   • A detailed maintenance or upgrade plan attached to the case.
   • Customer technical contact name and telephone number for the window.
3. If a Severity 1 issue occurs during the window, contact Support via phone. To speak with a customer representative or a Support Engineer see Contact Support. Scroll to the bottom of the page and click on your respective region.

Note: Broadcom Support provides standby troubleshooting assistance but does not remain on a live call for the entire duration of the maintenance window.

Additional Information

Related Articles: 

• Request a host Site and/or Pre-Upgrade Review.