Your Guide to Services for Java StorEdge Software and Suites
This online guide is designed to help you get the most out of the services included in your Java StorEdge Software subscription. It will help you get started, give a review of the services you're entitled to and provide specific instructions on how to access information and receive support from Sun.
Architecture Workshop, Installation Service, Training Credits
These services must be delivered during the twelve (12) month period after the subscription start date as stated in
your Entitlement Document. If these services are not scheduled and delivered in this timeframe, they will be lost.
All customers should schedule the Architecture Workshop as soon as possible. During the workshop, installation and
training options will be discussed and recommendations made for timing and scheduling.
How to schedule your Architecture Workshop and Installation Service
All customers of Java StorEdge Software and suites are entitled to the Architecture Workshop. Please schedule as
soon as possible to get the maximum value from your software. If you've not been contacted by Sun two weeks after
you received your Entitlement Document, please contact your Sales Representative or, if you have one, your Account
Manager to schedule. The installation service options and schedule should then be discussed as part of your
Architecture Workshop.
How to Get Support
Online Resources - Login Access
Your Sun Online Account is the login used to access SunSolve, Sun Update Connection, Sun
Learning Center, Big Admin, the Sun Store, and other Sun sites to which you may have access.
Your service plan and the features it includes are associated with your Sun Online Account.
If you have logged in to any of these Sun sites before, you have a Sun Online Account.
If you don't already have a Sun Online Account, you can create one from any of the sites
when you are asked to log in, or you can
create an account from SunSolve now. Creating an account is free. If you need to update your email
address or other profile information for your Sun Online Account, you can do so from within
the sites you visit after you log in.
Note: Note: Some sites may ask for additional information about yourself or for your service contract number when
you visit them for the first time.
Your Service Contract Number
Your service contract number allows you to access the features
associated with your software support plan. You will receive email
notification of your service contract number after your subscription
order is processed. Use your service contract number whenever you are
asked for your support agreement number, entitlement token,
subscription key, service plan number, or contract ID.
Get Started
With your service contract number ready, you will now be able to activate your access to the Sun support sites which
are offered as features of your plan. These online support resources and instructions on how to connect to these
resources are outlined below:
Connect to SunSolve
The SunSolve knowledge base contains tips, tricks, and symptom resolution information for the majority
of troubleshooting issues.
Go to sunsolve.sun.com. Log in with your existing Sun Online
Account, or register for one.
Click Edit Account located in the right navigation on this page. Update your profile information
here if necessary.
Enter your new service contract number on this page. Note: If you already have a support agreement whose number appears here, compare the
expiration date of the existing service plan with your new service plan and enter the number for whichever
one expires later.
If you have questions about activating your SunSolve entitlement, click SunSolve Feedback,
located in the right navigation on this page.
Connect to the Sun Online Support Center
You can access extensive technical support information, submit service desk tickets, and check
existing service requests online at the Sun Online Support Center.
Click Online Account and select Link support contracts, which will take you to your online account.
Enter your service contract number or support contract number. When your service request is
created, you will be given a case number. This number is used within Sun to track your service
request from origination to closure.
Get new software releases and updates
The default delivery method for software product updates is electronic download through the
Online Support Center (OSC). If you additionally purchased physical media kit support part numbers the software product
updates will be automatically shipped to the given address.
Your Training Credits
If you have purchased the Java StorEdge Software offering, which includes the end-to-end data management software, you
are entitled to 12 Training Credits. To maximize the value of these credits, you should consider scheduling use early
in the subscription cycle. If the training credits are not consumed within the first contract year they are lost.
Enterprises can also 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
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.
How to Use the Credits
Once you have decided how you would like to use the credits, you should contact your local Sun Education registrar and
communicate the following information:
You have purchased Java StorEdge Software offering
Your company name
You have Training Credits that you would like to use
How to read your service contract
The customer contract is made up of several sections: The legal section, the contact section, the product section and the
payment schedule.
The legal section - includes the Terms and Conditions statement, a listing of deliverables based on the service levels
on the contract, the discounts and uplifts applied to the contract and the purchase order information.
The contact section - a list of all contacts, addresses, phone numbers, e-mail addresses linked.
The product section - includes a listing by address (site) of all hardware and software on the contract. Pricing for
each line is providing as well as the discounts and uplifts applied. Each site also has a total price.
The payment section - includes a breakdown of the pricing by dates and sites.
Service Lists
The Service List describes Sun service program offerings ("Services") for
Sun-contracted customers ("Customers"). As part of your Java StorEdge Software subscription, the following Service Listings
are incorporated into your Entitlement Document:
Java StorEdge Software
Java StorEdge Software Architecture Workshop
Installation: Java StorEdge Software
Education Account
Sun Software Standard Support OR Sun Software Premium Support
As part of your Java StorEdge Suite subscription, the following Service Listings are incorporated into your Entitlement
Document:
Java StorEdge Suites
Java StorEdge Software Architecture Workshop
Sun Software Standard Support OR Sun Software Premium Support
For additional information about your Service Plan for Java StorEdge Software and Suites, please visit the
FAQs.
