It is recommended to upgrade the 2.5 appliances to the current version *prior* to running the Migration. v2.5.918 is current at the time of editing.
1. What version of TPAM can be upgraded to 2.5?
v2.3.768 may be migrated into a v2.5.906 or higher appliance. Versions older than 2.3.768 will need to be upgraded to v2.3.768 prior to migrating. As above is it recommended to upgrade the 2.5 appliances to the current version prior to running the Migration.
v2.4.804 may be migrated into 2.5. Versions of v2.4 prior to v.2.4.804 will need to be upgraded to v2.4.804 prior to migrating. As above is it recommended to upgrade the 2.5 appliances to the current version prior to running the Migration.
2. Can my existing hardware be upgraded?
The upgrade to 2.5 requires the replacement of hardware currently used for all Primary, Replica, Non-failover Replica, and Standalone TPAM appliances. DPAs and Cache appliances (hardware or virtual) do not need to be replaced. To initiate the upgrade process, first ensure that your appliance is currently running either 2.3.768 or 2.4.804 and then contact your sales team to order the replacement hardware. They will inform you of all options that are available.
3. How do I initiate the upgrade?
There will be two options available for the upgrade of the appliance which have been outlined below:
• Hardware refresh: Brand new hardware is purchased at a special upgrade-only price and includes additional memory to take advantage of the new 64-bit operating system.
• Like-kind: A like-kind, new or refurbished appliance(s) is provided to replace the existing appliance(s) in your environment at no cost. With this option, your previously purchased appliance(s) are returned to Quest when the upgrade to version 2.5 is complete.
For more information about the 2.5 new features, upgrade process, and available options please view the upgrade process datasheet. If you have questions or would like to get started with the upgrade process please contact your sales representative. If you are not sure who your representative is please call sales at 1-800-306-9329 or e-mail firstname.lastname@example.org. If you are located outside North America, you can find your local office here and we will be happy to assist you.
4. With the no-cost option, will I receive new hardware?
The hardware that will be issued for a no-cost upgrade option will either be new hardware or will be re-conditioned hardware that has been tested and proven fit for use. This hardware will have the same or better capabilities as your current hardware.
5. What will happen to the old hardware if I do an exchange?
Once customers complete the upgrade, the hardware needs to be returned to Quest using the shipping materials that the customers received the new hardware in. All components of the old hardware should be returned, including rack rails, and power cords. We strongly recommend that you permanently remove all data from the hard drives before returning the appliance. When RMA appliances are returned a secure wipe is performed on the drive through a bitwise image and re-encryption process ensuring the complete removal of any remaining customer data. Should customers require a more extensive data wipe to be performed (eg. Government - Department of Defense - DoD level) this can be requested from Quest in advance. If the storage devices are removed and not returned to Quest then a cost will be incurred to the customer. For information and costs with relation to keeping the hard drives please contact your Quest account manager / sales rep via email@example.com. However customers can perform their own data purge prior to returning the appliance. Once returned to Quest, these appliances will be re-conditioned, tested, and re-used for future hardware swaps, RMAs, and evaluation units.
Any international TPAM 2.5 like-kind replacements will be treated like an RMA exchange. This means that you will be responsible for paying all duties and customs. Since it is an RMA you should be able to recoup these costs from the custom upon return shipment of old appliances.
Please refer to Knowledge Article 74170, What is the TPAM Return Merchandise Authorization (RMA) process?, to return the RMA appliances.
6. If I keep the old hardware, will there be any warranty from Quest or the manufacturer?
If you choose to purchase new hardware for the 2.5 migration, your warranty will transfer from the old appliances to the new appliances. The old appliances will no longer be warrantied or supported by Quest Software. All licenses will also transfer to the new hardware, so continuing to use the old appliances to run TPAM is not supported and is a violation of the license agreement. The appliances can however be re-formatted and used for any purpose you desire.
7. Will DPAs need to be upgraded?
DPAs will not have to be replaced. Once they are enrolled to a 2.5 cluster, they will automatically upgrade themselves. Once this is complete, they can no longer be enrolled to a 2.4 or earlier appliance.
8. How long does the upgrade take – will downtime be required?
It is impossible to determine the length of time it will take to complete the upgrade because it is determined by factors that are unique to each particular installation. Specifically, items such as the number of systems, accounts, and the defined users, the values of your retention settings, the number of files and session logs stored, along with many other factors. The migration can be run as many times as you like with no impact whatsoever to your existing 2.4.804 environment, so we strongly suggest performing one or more practice migrations to get a good understanding of how long the process will take in your environment.
9. Can I upgrade from Standard to Enterprise as part of this migration?
Yes, following the identical steps defined in the Migration Guide (a copy of the guide may be downloaded here: TPAM Appliance - Release Notes and Guides). While possible, it is not recommended to migrate an Enterprise appliance to a standard appliance.
10. With 2.5 can a standard appliance support more managed systems than in previous versions?
Although the new 2.5 hardware has greater capabilities, we will continue to use the recommendations you have been given for 2.4 and before. This is because there are many new features that can be utilized in 2.5 which, if used, can consume some of those additional resources. Furthermore, please keep in mind that those recommendations are theoretical maximums. Depending on the way in which you use TPAM and many factors in your environment, you may not achieve the recommended maximum number of systems with the standard appliances and may need to consider the enterprise appliances.
11. How long will it take to get the new appliances? How long do I have to return the old appliances?
Expected delivery times once the appliances have been ordered is approx. 4-6 weeks. Customers have two months from receipt of the appliances to complete their upgrade and then return the older appliances to Quest.
12. Will there be a virtual appliance offering to coincide with the 2.5 release?
TPAM 2.5 appliances will continue to be offered only as hardware appliances at this time.
13. Do PAR Cache Appliances need to be upgraded?
Password Cache appliances will not have to be replaced. Once they are enrolled to a 2.5 cluster, they will automatically upgrade themselves. Once this is complete, they should no longer be enrolled to a 2.4 or earlier appliance.
14. Existing API integration code will need to be tested prior to any upgrade.
15. If I have additional questions regarding my specific upgrade plans where can I go?
Version 2.5 will include documentation to assist in your migration from version 2.4.804 to 2.5 and Support will be available to assist with any issues. However, the Quest Support team cannot provide best-practice guidance or assist with pre-upgrade planning efforts. For these purposes, while not required, professional services will be available for upgrading to version 2.5. Below is a highlight of what a potential engagement could cover, but our professional services team will work to customize an engagement specific to an organization’s needs.
Deployment, configuration and knowledge transfer: experienced consultants will work hand-in-hand with customers to provide the following assistance:
• Perform an upgrade readiness assessment of the current TPAM environment
• Assist with lab design, testing, and validation
• Design and validate a customized upgrade plan for an organization
• Provide day-of and day-one upgrade support and assistance
• Supply configuration assistance that will enable an organization to maximize the more than 30 new features and enhancements in version 2.5
• Educate customer teams on the new features and enhancements that TPAM 2.5 has to offer.
To engage our Professional Services Team please do so via a sales representative. If you are not sure who your representative is please call sales at 800-306-9329 or e-mail firstname.lastname@example.org. If you are located outside North America, you can find your local office here and we will be happy to assist you.