Telephone Matrix

Service Plans for Systems Running Solaris
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SunSpectrum Platinum

Priority Level	Response Times
Priority 1 - System Down (Urgent)	Telephone and Online Support: Transfer to next available engineer of all support requests - 24/7. On-site Support: Two-hour response - 24/7.
Priority 2 - System Impaired	Telephone and Online Support: Transfer to next available engineer of all support requests - 24/7. On-site Support: Four-hour response - 24/7.
Priority 3 - System Operation Normal	Telephone and Online Support: Transfer to next available engineer of all support requests - 24/7. On-site Support: One business day or a later, mutually convenient time.

SunSpectrum Gold

Priority Level	Response Times
Priority 1 - System Down (Urgent)	Telephone and Online Support: Transfer to next available engineer of all support requests - 24/7. On-site Support: Four-hour on-site support within Extended Business Hours.
Priority 2 - System Impaired	Telephone and Online Support: Call back within two hours of receiving the service request - 24/7. On-site Support: One business day response within Extended Business Hours.
Priority 3 - System Operation Normal	Telephone and Online Support: Call back within four hours of receiving the service request - 24/7. On-site Support: Mutually convenient time within Extended Business Hours.

SunSpectrum Silver

Priority Level	Response Times
Priority 1 - System Down (Urgent)	Telephone and Online Support: Transfer to next available engineer of all support requests during Extended Business Hours. On-site Support: Four hour on-site response within Local Business Hours.
Priority 2 - System Impaired	Telephone and Online Support: Call back within two hours of receiving the service request during Extended Business Hours. On-site Support: One business day response within Local Business Hours.
Priority 3 - System Operation Normal	Telephone and Online Support: Call back within four hours of receiving the service request during Extended Business Hours. On-site Support: Mutually convenient time within Local Business Hours.

SunSpectrum Bronze

Priority Level	Response Times
All Service Requests	Telephone and Online Support: Call back within four hours of receiving the service request during Local Business Hours. On-site Support: Not available with SunSpectrum Bronze support.

The response times stated above for Priority 1 through Priority 3 requests apply to Covered Systems located within a thirty mile (fifty kilometer) radius of a Sun local service office. Sun will use reasonable efforts to arrive on-site within the specified response times upon its determination that on-site service is required.

Please contact your Sun Sales Representative for more details regarding availability.

Oracle is reviewing the Sun product roadmap and will provide guidance to customers in accordance with Oracle's standard product communication policies. Any resulting features and timing of release of such features as determined by Oracle's review of roadmaps, are at the sole discretion of Oracle. All product roadmap information, whether communicated by Sun Microsystems or by Oracle, does not represent a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. It is intended for information purposes only, and may not be incorporated into any contract.

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