Java Enterprise System Services FAQs
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General QuestionsQ: How will the services in the Sun Java Enterprise System help me maximize my investment?
A:
Sun Services makes it easier for customers to keep their Sun Java Enterprise System up and running. Sun Services enables customers to focus on their business priorities instead of having to integrate and support a myriad of software point products. Customers gain control and business agility while benefiting from reduced IT costs and complexity. Q: What are the standard services included with Sun Java Enterprise System?
A:
As part of the Sun Java Enterprise System, Sun Services and authorized partners offer comprehensive architecture, implementation and management services and methodologies that allow customers to take full advantage of the Sun Java Enterprise System software environment. Depending on your subscription level, the service offering includes software maintenance, technical support, eLearning, Professional Services hours, and comprehensive training to help ensure a smooth transition and integration of the Sun Java Enterprise System environment into their enterprises. At a minimum*, the Sun Java Enterprise System subscription includes technical support, software maintenance, and eLearning. The ongoing technical support and complete software maintenance services, with full access to updates, upgrades, and patches are part of the Sun Software Standard Support offering. *Some restrictions apply, please check with your Sun Sales office. Q: What is included in the Sun standard software services offering?
A:
Sun Software Support Services
Additional details regarding Sun Software Support Services can be found at: www.sun.com/service/support/software/ It is important to note that to receive support on Solaris Cluster the Customer must have Solaris Cluster installed by Sun Professional Services or a Sun Certified Partner. Should the Customer not do so, they will need to purchase the Solaris Cluster Software Installation Validation Service. Q: What if I want to upgrade to Sun's Software Premium Support Offering?
A:
For an additional $10.00 per employee fee per year, customers can upgrade to Sun Software Premium Support. This higher level of support provides you with all the benefits of Standard Support, plus 24x7 online and telephone support, live call transfer for urgent calls and inclusion in Sun's Vendor Integration Program (Sun VIP). Customers wanting a high level of relationship based support can also upgrade to Sun Software Premium Plus Service Plan, for Java Enterprise System Release 5 or later, for an additional fee. Premium Plus support provides the Premium level of support indicated above, plus a Customer-Focused Support Team and a Customer Advocate. The Customer Advocate serves as a single point of contact, managing the response to customer incidents, monitoring escalations as needed, and pro actively delivering notifications of product releases, patch information, and training requirements. Q: What other services are included in Sun Java Enterprise System?
A:
Customers receive services based on the number of employees licensed to use the Sun Java Enterprise System. These services are a core part of the Sun Java Enterprise System and are designed to jump-start the process of defining the customers' business objectives and the implementation of network computing solutions. The table below outlines the service levels:
Level 1: 100 - 999
Level 2: 1000 - 4,999 employees
Level 3: 5,000 - 19,999 employees
Level 4: 20,000 + employees
Q: What are the Sun Services Training Credits?
A:
Most customers receive between 10 and 50 General Education Account training credits with their Sun Java Enterprise System purchase. This flexible training account allows customers to choose the training portfolio that is right for them. Each training credit is worth US$1,000 (converted into local currency outside the USA). Recommended training solutions are provided depending on the customer's training needs and preferred delivery methods. Sun Services offers a comprehensive portfolio of learning products that help customers reduce complexity and optimize their Sun Java Enterprise System investment. Sun provides training through an array of learning methods, including instructor-led, Web-based, and CD-ROM courses. Additionally, Sun has created a series of suggested learning paths to help customers choose training and use their training credits effectively. This resource can be located at: www.sun.com/training/catalog/enterprise/index.xml Q: How can I use my training credits?
A:
Training credits may also be used towards the Sun Services entire training portfolio, including over two dozen courses on the software system component products. Details on these courses can be found at: http://suned.sun.com/US/catalog/ Finally, enterprises can use their training credits on education consulting services. Sun education consulting services can help enterprises successfully plan, deploy, and manage learning solutions with the right blend of best-in-class content. Sun Services delivers a range of specific services carefully designed to optimize learning solutions in three complimentary, integrated practice areas: learning strategy, learning management, and learning content. Additional Sun education consulting services information can be found at: http://suned.sun.com/US/enterprise/education_consulting A Sun Services Representative will contact new customers within a week of their Sun Java Enterprise System purchase to discuss the full portfolio of training options. Q: What type of Professional Services are offered?
A:
Sun Services consultants and authorized service delivery partners help enterprises maximize their Sun Java Enterprise System investment. Sun offers proven professional services expertise to assist customers with evaluating, developing, and deploying solutions based on the Sun Java Enterprise System. Based on specific needs, eligible Sun Java Enterprise System customers can select from services that help them obtain solid value from their investment in the Sun Java Enterprise System. Enterprises with 1,000 or more employees can use the professional services hours toward a unique Statement of Work (SOW) to be delivered by Sun Services or an authorized service delivery partner. The SOW can be dedicated to the implementation of the business solution architected during an Architectural Workshop, or Sun Services or an authorized service partner, will create an all-encompassing SOW based on Sun Services' (and the partners') full portfolio of consulting services. For more information on Sun consulting offerings, visit the Sun Services A-Z index. Q: What if the Professional Services hours I receive as part of the Sun Java Enterprise System does not cover implementation and migration?
A:
Customer may need to purchase additional custom consulting time to complete a migration or implementation. Sun Services will work with each customer when developing the statement of work to outline any additional costs they might incur. Q: How long do I have to use my Services?
A:
It is important to note there are scheduling and delivery requirements for some of the
services included. These requirements have been initiated to ensure the customer optimizes
their Sun Java Enterprise System product and ensures the best possible experience.
The Professional Services Hours and Education Training Credits will expire at the end of the
12 month term in which they were granted (including all SOWs), and cannot be carried forward
to any subsequent term.
Professional Services Hours: Education Training Credits: Q: What are the Sun Java system Suites?
A:
The Java System Suites are subsets of products in the Java Enterprise System offering. The Suites focus on solving clearly identified business challenges and address the needs of the business decision maker while still aligning with larger systematic features. Sun Java System Suite customers do receive software support services as part of the Suite subscription license, however Suite subscriptions do not include the additional educational credits and professional services hours. Only the Sun Java Identity Management Suite includes eLearning. Q: What is the support life cycle policy for Suites?
A:
Suites have the same support policy as the Java Enterprise System. See for details at: www.sun.com/service/support/eosl/. |
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