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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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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 |
Option to extend to 24x7, Onsite within four 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 will assign an Urgency level depending on how critical the issue is when you contact Sun 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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Seamless coverage for storage devices running Solaris or OpenSolaris as an operating system.
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With your permission, Sun will enable remote capabilities at your site including diagnostics, auto case generation, and dispatch for select Sun storage products.
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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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24x7 access to Sun's online knowledgebase, collaborative remote diagnosis, technical articles and features and security papers
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Access to Firmware Releases and Updates for hardware features and enhancements to maximize product performance.
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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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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 urgency. 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, Onsite within four hours |
