This document was created by the Services and Support organization for thoughts around enterprise upgrades. At the end of the document, you can read how services and support have teamed up to create an offer where customers can temporarily take advantage of a designated engineer when engaged with CA Services for your upgrade.
More on the paper here:
Software upgrades are often associated with time, money and hassle for everyone involved. As a result upgrades are often delayed or avoided altogether and while preventing short-term headaches, staying on older versions keeps customers from
leveraging the latest and greatest of their products. Organizations no longer have to choose between time-consuming upgrades and cutting-edge technology. These seven strategies combine best practices with practical how-tos to ensure that your upgrade process runs smoothly and successfully.