General QuestionsQ: I need to change some of my subscription details, (eg additional Terabytes or Employees, contact names etc), how do I do this?
A:
It is important to advise Sun of any changes to your subscription as soon as possible as these may impede our ability to perform support. Contract amendments require 60 days written notice, please contact your usual Sun contact who can update your contract on your behalf.
Q: What information do I need when calling in to make any contract amendments?
A:
You may be asked for one of the following, depending on your inquiry: Company Name and Address, Contract Number , Site Location.
Q: I am upgrading my hardware, how does this affect my contract?
A:
It will only affect your contract if you are increasing the amount of managed terabytes. We will be able to amend your contract from the date of the upgrade for you and invoice you for the difference.
Q: How do I receive my software updates?
A:
By default software updates can be downloaded from the Online Support Center (OSC). Any software for which you wish to receive future updates as physical media kits, as registered on your contract for an additional fee, is shipped via courier as each new release becomes available. You will be asked to sign for these by the courier on receipt. Note: When adding software update entitlements to a support contract, you are expected to be running, or have purchased the latest software release. Sun is unable to backdate or supply current versions of software for newly added products. Future versions are made available on OSC and shipped out as and when these versions become available.
Q: How long does the subscription last?
A:
The initial contract term is 36 months. However in order to continue providing you with the highest level of service at all times, Sun will automatically renew your subscription for the next 36 months unless you inform us otherwise.
Q: How do I renew my subscription?
A:
A Sun representative will contact the CO as listed on your contract, send a renewal quote and work to acquire a form of payment.
Q: What software ships with the media kit?
A:
All the software ships in the media kit, except for: Software which is resident to the Array/NAS Appliance, namely:
Such software automatically ships with the Array/NAS Appliance it runs on. Q: Is all the software included in Java StorEdge Software downloadable?
A:
We are not providing electronic download of software that is resident to the host or the device (Array, System, NAS Appliance), namely:
Additionally, we are not providing a download of Sun StorEdge Enterprise Storage Manager Advanced Applications (ESM AA) or VERITAS NetBackup. To get the software, customers have to purchase the media kit. Q: Is the Installation Service for ESM AA included in the Java StorEdge Software and Java StorEdge Consolidation Suite?
A:
Yes, the 2.5-day installation service for Enterprise Storage Manager Advanced Application is included in the price of these offers. In the Java StorEdge Software subscription, these 2.5 days are in addition to the 2 week custom installation.
Q: Is the Installation Service for Enterprise Storage Manager Base Applications (ESM BA) included in the Java StorEdge Software and Suites?
A:
Yes, the installation service for ESM BA is included in the price of these offers.
Q: How do I upgrade my Sun StorEdge 6920 system to take advantage of all the data services licenses delivered with Java StorEdge Software and Java StorEdge Continuity Suite?
A:
Please contact your Sales or Service Representative for upgrade information.
Q: Do the Services, Architecture Workshop, Installation Service and Training Credits, expire?
A:
Yes, all services expire after one year, with the exception of Support. It is highly recommended to immediately take advantage of the two-day Architecture Workshop, the Installation Services, and the Education Credits prior to using the software.
Q: Can a customer cancel the subscription or buy-out the subscription?
A:
There is no cancellation option at this time. We do not expect customers to change their storage software infrastructure within the 3-year subscription period. There is no buy-out option for Java StorEdge Software and Suites.
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