How to Request a Hot Site and Pre-Upgrade Review for my product deployment/product upgrade?

Products

• Clarity PPM On Premise
• CA Spectrum
• CA Performance Management - Usage and Administration
• CA Network Flow Analysis (NetQos / NFA)
• DX NetOps
• CA Virtual Network Assurance
• CA Mediation Manager
• CA Automic Applications Manager (AM)
• CA Automic One Automation
• Automation Analytics & Intelligence
• CA Automic Dollar Universe
• CA Automic Operations Manager
• CA Automic Oracle
• CA Automic Workload Automation - Automation Engine
• CA Automic Service Orchestration - Automation Engine
• CA Continuous Delivery Automation - Automation Engine
• CA Workload Automation AE - Scheduler (AutoSys)
• CA Workload Automation DE - Scheduler (dSeries)
• CA Workload Automation AE - Business Agents (AutoSys)
• CA Workload Automation DE - Business Agents (dSeries)

Issue/Introduction

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

How do we request a Hot Site and Pre-Upgrade Review? What information do I need to provide to my account team?

Environment

Release : All Supported Releases

Cause

- Upgrades

Resolution

Please share your upgrade/deployment plan ideally 1-2 weeks prior to the planned event with your Account Team (Account Manager or CSM) requesting a hot site - also known as Special instruction - to be set. If you are unfamiliar with your Account Team, please open a case with Support.

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 rate 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.

Please provide the following information when opening case:

Brief Description of Event

Product(s)

Current and Future Release

Requested Date Preparation Conf. Call w/Customer (incl. Case Number)

Start / End Date of Upgrade

Environment (Production, QA, Test)

Written Upgrade Plan (attach to case)

Services Involvement (Y/N)

Services Onsite – Contact Person

 

If you need help in preparing the upgrade/implementation plan despite available documentation, then please contact your Account Team to request Services assistance as this falls outside the scope of support. 

Should you require production down assistance during the upgrade/install, then you will need to call into support to request Severity 1 case be opened to obtain assistance.

• For North America, [phone]
• For other countries, visit:

https://support.broadcom.com/contact-support.html#caphone

Support will be available to help with the troubleshooting but will not stay on the webex/call during the complete upgrade process.

Note:

Best practices suggest for all upgrade plans to also include a rollback plan in the very rare case issues are encountered that need additional time to investigate beyond the planned critical outage time.

Additional Information

For Further Upgrade Assistance, Beyond Troubleshooting, Please visit our Broadcom Expert Advantage Partners page