Features |
Optimal support features with high priority response times essential for mission-critical systems
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Enhanced support coverage to maintain higher system availability
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Improved support to manage and resolve technical issues quickly and effectively
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Basic support to maintain your non-essential systems
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Sun system Service Plans include coverage for Sun Hardware and the
Solaris or OpenSolaris operating
system (OS) running on the hardware.
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Hardware service coverage features onsite service or parts replacement. You will receive service or parts within the coverage hours and response times outlined in your chosen plan.
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24x7
Onsite within two hours |
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8 am-5 pm, M-F
Onsite within four hours |
Replacement parts within two business days |
Contact Sun for assistance within your chosen plan's coverage hours with no limit to the number of times you can call. You and Sun agree on an urgency level depending on how critical the issues is when you contact us and we will respond within the time limits determined by your chosen plan.
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8-8, M-F
Live Transfer |
8-5, M-F
4 hour response |
Use SunVIP Interop Support when you don't know where the problem is in your system. We will coordinate troubleshooting of non-Sun products by working with our network of over 100 top IT vendors.
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24x7 access to Sun's online knowledgebase, collaborative remote diagnosis, technical articles and features and security papers
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You receive on-demand access to updates and patches for Solaris or OpenSolaris OS.
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Receive Sun Alerts for covered products, including those for which Sun is still working on a fix, providing an early warning so you can get a jump start on risk mitigation.
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Free access to web-based training modules and video tutorials while also earning credits toward additional training with Sun.
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ASR provides auto-case generation when specific hardware faults occur. Designed to enable faster resolution by eliminating the need for you to contact Sun to open a service request.
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Sun System Analysis provides proactive support information and configuration analysis to help you maximize system availability
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Availability of specific features, coverage hours, and response times may vary by location, product, or service level. Other limitations may apply.
Response times are determined by customer-defined priority. The response times shown are for service requests designated by the customer as "Priority 1".
* Business hours may vary by country. Excludes weekends and holidays.
(1) Option to extend to 24x7, four-hour onsite
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