Tech: Hi, I'm upgrading my software today.
Support: Sure thing. What's the problem?
Tech: Well, I need the software.
Call me "Old Fashioned" or perhaps years of tech support have blinded me to the realities of "Life in the Real World" but my check list would have been something like this:
Step 1: Download software
Especially if it is some old as crap stuff that hasn't been in use for ten years or so. Why is the name of Cthulhu would you wait until the DAY OF YOUR UPGRADE to try to find the software? So on the day of your upgrade (which happens to be a Sunday afternoon) you decide, "Well. Might as well go dig up some software for the upgrade. I guess once I've got that and FUBAR'd the upgrade destroying the database and server I can also read the instructions on the process to upgrade."
Honestly, this lets you know exactly how successful his upgrade will be.
The next time you sit in a queue for an hour or so, keep in mind the questions being asked. Explaining to people that just because the feature isn't working the way they think it should work, the display doesn't look the they think it should and I don't know how to do this and I'm paying you money so why should I bother reading the documentation so just do it for me, are all likely ahead of your legitimate question.