Date: 27-Nov-2009   URL: www.sun.com/service/managedspoc/index.jsp

Sun's Single Point of Contact Service

Sun's Single Point of Contact Service

Eliminate the need to make multiple calls to multiple vendors with Sun's Single Point of Contact service. This one-stop service provides comprehensive management of IT needs including: case creation for Sun and non-Sun incidents, dispatches to the appropriate support vendor, and case monitoring according to the responsible vendor's contract terms.

Sun also coordinates the service delivery between vendors as needed and updates the status throughout the remediation process. You can contact Sun when support is needed, and our experts will manage the support coordination -of your key vendors on your behalf.

Why Sun's Single Point of Contact Service?

  • Sun is your trusted partner to simplify incident management for complex, heterogeneous environments.
  • We hold your other vendors to the same high standards by monitoring whether response times are being met.
  • Sun ensures the right steps are taken by tracking incidents and involving other third-parties for interoperability issue resolution

Resources

Features
Benefits
One-Stop Service Sun provides a single point of contact for you to report all incidents from multiple vendors and follow the case to closure. This significantly simplifies incident management for complex, heterogeneous environments.
Contract Term Response-Time Monitoring Sun will monitor and notify the customer on whether or not contract terms for response time are being met by support vendors
Service Delivery Tracking Sun tracks incidents and may involve other third-parties for interoperability issue resolution.

Responsibilities of the Customer

The customer must provide a list of employees for Sun to work with to perform the following activities:
  • Collects data required for system configurations, environmental parameters, license numbers, serial numbers, and Support Contract details (including support vendor contact information, hours of coverage, SLA terms, escalation procedures and any other information required to report an Incident to a support vendor on behalf of COMPANY.
  • Updates employee contact list and communicates it via email or telephone
  • Notifies Sun of any updates to the customer's environmen

Contact Sun

Discuss your IT business needs with a Sun sales representative. The Sun representative will help you understand Sun's products and services.

Phone:
  • 1-800-USA-4SUN (872-4786) (US) (Phone)
  • 1-800-722-4SUN (4786) (Canada) (Phone)

Find a Local Sales Office

Online
Contact Sun
 
 
Copyright 2004-2009 Sun Microsystems, Inc.