Hi UIM Community!
On behalf of the Broadcom UIM Support team, I am writing this post to raise awareness of our "Pre-Event Review" program.
The program is most often centered around UIM upgrades, but could be applicable to any major UIM-related event - examples might include failing over to a different datacenter, setting up a new environment, etc.
At least one week prior to such an event, we ask that you open a Support Case to notify us of your intentions. For upgrades, please make sure to let us know what version of UIM you are currently upgrading from, and what version you plan to upgrade to, as well as your intended timing.
When you open a pre-event case, the following will occur as a result:
- Support will provide links to the latest knowledge articles and documentation containing relevant "known issues"
- Support will review any checklists, plans, or runbooks you have created for the event, and/or help you create them
- Support will review your current installation for known "gotchas" and help pre-resolve issues that could impact the event
- A "Hot Site" will be generated for the planned event date - this provides advance notification to the Support, Engineering, and Management teams of the event and ensures that all Broadcom teams will be prepared to act quickly in the event of any issues that occur.
Additionally, UIM Support and Engineering regularly host "Upgrade Weekends" where customers can sign up to upgrade on a specific, predetermined weekend date; we have engineers and developers staffed to immediately assist with upgrade questions or issues of all severities. Rather than having to page an on-call engineer and wait for a response, customers who are participating in the program can open a Support case and generally receive assistance within minutes (even for medium and low severities as long as they are related to the upgrade.)
More information about the Upgrade Weekend is available here.
Both of these programs (either individually, or taken as a combination) have allowed many of our customers to enjoy a more seamless and painless upgrade experience and we hope you will take advantage of them!