Java Enterprise System Services FAQs

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.

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.

Sun Software Support Services
Standard Level of Service is default

1. 12x5 extended local business hours coverage
2. Four-hour telephone response time for urgent calls
3. 3-4+ authorized contacts, depending on number of employees
4. Unlimited technical support incidents
5. Sun Java Enterprise System software enhancement releases, upgrades and patches
6. Ability to rate the priority of the support requests
7. Incident tracking through Online Support Center
8. 7x24 access to online technical knowledge database
9. SunSpectrum InfoExpress[tm] newsletter

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.

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.

Level 1: 100 - 999
Customer receives "Basic Services"

• Software Technical Support
• Software Maintenance
• eLearning

Level 2: 1000 - 4,999 employees
Customer receives "Basic Services" plus:

• 10 Sun Services training credits
• 60 Professional Services hours

Level 3: 5,000 - 19,999 employees
Customer receives "Basic Services" plus:

• 20 Sun Services training credits
• 160 Professional Services hours, plus an additional 2 hours per 100 employees over 5,000

Level 4: 20,000 + employees
Customer receives "Basic Services" plus:

• 50 Sun Services training credits
• 460 Professional Services hours, plus an additional 2 hours per 100 employees over 20,000

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

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.

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.

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.

Professional Services Hours:
Customer must schedule within 2 months
Sun must begin delivery within 6 months

Education Training Credits:
Customer must schedule within 4 months
Sun must begin delivery within: 6 months

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.

Suites have the same support policy as the Java Enterprise System. See for details at: www.sun.com/service/support/eosl/.