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FAQ Support for Systems Listed On HCL (Hardware Compatibility List)
Q: What are the high-level support offerings for systems listed on the Hardware Compatibility List (HCL)? A: The Solaris operating system support offerings for all x86/x64 systems listed on the HCL are the same support offerings that exist for Sun systems based on SPARC processors. These include the Solaris Premium Service Plan, Solaris Standard Service Plan and Solaris Basic Service Plan. These Sun Service Plans are applicable for systems running Solaris 10 and above only. For previous versions of Solaris, support offerings are detailed at: http://www.sun.com/service/support/software/ Q: What are the the features and benefits of the Solaris Premium, Standard and Basic Service Plans? A: Solaris Premium, Standard and Basic Service Plans provide flexible, cost-efficient choices of support levels to match customer needs. Each plan features 7x24 access to online Solaris system administrator resources, knowledge database, ticket tracking, technical articles, and bulletins as well as access to Sun Update Connection and Sun Educational Services. Solaris Premium and Standard Service Plans also include unlimited telephone support during the stated hours of coverage for ready access to Sun experts for problem resolution. For detailed information regarding availability of specific features, coverage hours and response times, go to: http://www.sun.com/service/solaris10/ Q: Are the Solaris Subscriptions available for both the Certified system category and the Reported-to-Work (RTW) system category? A: Yes. Solaris Premium, Standard and Basic Service Plans are offered for both Certified and RTW systems. Q: Are there any support limitations? A: Yes. Certified systems have passed the Hardware Compatibility Test Suite (HCTS), which establishes the baseline interoperability level between the customer system and the Solaris operating system. Sun will work towards problem resolution utilizing the Solaris operating system running on reference platforms for qualified configurations listed at: http://www.sun.com/bigadmin/hcl These reference platforms may or may not be an exact match to customer hardware platforms, depending on availability of platforms and platform options. In the event that customer branded system is not available for problem replication, Sun reserves the right to troubleshoot on Sun systems or systems from other manufacturers. RTW systems have either not yet run the HCTS or not passed portions of the HCTS. Customers with RTW systems are encouraged to download the HCTS and work towards resolution of any issues that may arise with their particular configuration. Sun, Sun partners and the Solaris community provide on-line and other resources to assist in this effort. Customers desiring the benefits of Sun Service Plans for RTW systems will be subject to the support limitations described above for Certified Systems, plus the additional limitations of not having an established baseline interoperability level between the Solaris operating system and their system platform. See the following online resources for further information:
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