How to open a proactive case for patching or upgrading production Openstack servers

Solution Verified - Updated -

Environment

  • Red Hat Enterprise Linux OpenStack Platform 6.0
  • Red Hat Enterprise Linux OpenStack Platform 7.0
  • Red Hat OpenStack Platform 8.0
  • Red Hat OpenStack Platform 9.0
  • Red Hat OpenStack Platform 10.0
  • Red Hat OpenStack Platform 11.0
  • Red Hat OpenStack Platform 12.0
  • Red Hat OpenStack Platform 13.0

Issue

  • Patching production Openstack servers with OS patches and Openstack patches
  • How should I open a case to notify Red Hat of patches or upgrades taking place so appropriate resources are ready.
  • How do I open a proactive case for system upgrades

Resolution

In order to ensure proper planning on our side, please submit the proactive ticket at least 14 days before the planned event. Submit weekend proactive cases by the prior Tuesday COB.

When opening a proactive case for system patches or upgrades please provide the following:

  • Time and date maintenance will start along with expected duration.
  • What systems will be affected.
  • What type of software patches or upgrades are planned.
  • Contact information of person responsible for working with Red Hat Support.

After hours support including weekend support requires a Premium 24x7 contract. If your organization have an existing Red Hat Technical Account Manager or a Red Hat Customer success manager please engage them when planning after hours work.

Proactive means knowing about the bullet points in advance about any big schedule outage to react quickly in case of assistance.

Note Still a notification/ call back to the Red Hat Technical Support – contact numbers and availability
 is recommend for urgencies. Callbacks, Conference calls and any Screen Remote assistance still is subject to Support engineer availability.

Please refer to Production Support Terms of service to details about the response time.

For update/upgrade on site assistance check the professional services office contact details.

Root Cause

  • Even if RH has teams providing support on Follow-The-Sun model, it requires some time to get to know environment and action plan which takes time to check to get into context when there's an issue. Having that information in advance, empowers Red Hat associate to be more familiar or able to check details on the actual operations.

  • Ensure that proper maintenance is performed on regular basis before the upgrade (token, cinder, nova and heat database cleanup jobs)

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