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Requesting an Upgrade through the Cloud Services Website: Using the Request for Upgrade Option

Applies to: Upgrades from V10 to V11

You can request an upgrade by using the Request Upgrade to V11 option available on the Cloud Services website.

When you use the option, your CommServe database is automatically uploaded to the cloud, where we run the preupgrade checks and determine if you are ready for an upgrade. The results are provided in the Preupgrade Readiness Report, which is emailed to you and is also available on the Cloud Services website.

If your CommServe database fails one or more preupgrade checks, the report provides a list of corrective actions. When the database passes all the preupgrade checks, an authorization code is applied to the database to approve your upgrade to V11. The authorization code expires in 30 days.

Before You Begin

Procedure

  1. Send your request for upgrade.
    1. In your Web browser, go to https://cloud.commvault.com/webconsole/survey/reports/monitoringform.jsp and log on to the website using your credentials.
    2. On the CommCells tab of the Reports page, locate the CommCell Name column and click the name of your CommServe computer.

      The report's dashboard page is displayed.

    3. At the upper right of the dashboard page, click Request Upgrade to V11.

      Tip: If the Request Upgrade to V11 option is not available, send an email to Maint_Desk@commvault.com to add the Operational Intelligence Foundation Package (OIFP) SKU to your CommServe database. To review other solutions, see Upgrades - FAQ.

    4. In the Request Upgrade to V11 dialog box, select the Request Type, enter the necessary information, and then click Yes.

      Refer to the following table for more information on the Request Type that you should select:

      Request Type

      Description

      Partner assisted upgrade

      Use this option if a certified partner is assisting you with the upgrade. Make sure to include the email address of the certified partner in the Commvault/Partner Contact Email box.

      Professional Services assisted upgrade

      Use this option if Professional Services is assisting you with the upgrade. Make sure to include the email addresses of the Professional Services personnel in the Commvault/Partner Contact Email box.

      If you want to receive a quote for the assisted upgrade, make sure to add a note in the Comments section asking that someone calls you to scope your needs. The message will be sent to the Professional Services team for a follow-up.

      Self-upgrade with Support Contact

      Use this option if you plan to perform the upgrade on your own. If necessary, include the email addresses of the sales or partner contact in the Commvault/Partner Contact Email box.

  2. Verify the confirmation email.

    A confirmation email is sent to you within a few minutes of the upgrade request. The email will look similar to this sample email.

    If you do not receive a confirmation email, send an email to yourupgradeadvisor@commvault.com.

  3. Confirm the receipt of the Preupgrade Readiness Report. If you received an upgrade approval email, go to Step 5.

    The report is sent in an email within 24 hours of the upgrade request. The email will look similar to this sample email.

    If you do not receive the report, send an email to yourupgradeadvisor@commvault.com.

  4. Analyze and fix the issues identified in the Preupgrade Readiness Report.

    The report provides the necessary corrective actions for each of the preupgrade checks that failed. To see the most common errors and their respective workarounds, see Troubleshooting Errors Found During a Request an Upgrade or Test Upgrade.

    After the issues are fixed, resubmit your upgrade request as follows:

    1. On the Cloud Services website, return to the report's dashboard page.
    2. At the upper right of the dashboard page, next to the failure message, click Retry.

    3. If the preupgrade checks fail again, you will receive an updated report in an email. Repeat Step 4.
  5. Confirm the receipt of the upgrade approval email.

    If the CommServe database passes all the preupgrade checks, you will receive an email indicating that your upgrade was approved. The email will look similar to this sample email.

    Important: You have 30 days to upgrade the CommServe computer. If you do not upgrade within 30 days, you must repeat the request for upgrade operation again.

What to Do Next

  1. Review the service-level agreement (SLA) information.

    The upgrade approval email also includes the current SLA value for a specified number of days (for example, 83% for the last 7 days). We recommend that you check whether the jobs in your CommCell meet the SLA value displayed in the report.

  2. Start the CommServe Upgrade process.

Last modified: 1/9/2018 8:03:29 PM