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Online Technical Support
You can contact Sun for assistance within the coverage hours available (with no limit on the number of incidents.)
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Basic installation assistance
12x5 local business hours M-F
48 hour response
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Telephone Technical Support
You can contact Sun for assistance within the coverage hours available (with no limit on the number of incidents.) With telephone support, you can designate Sun's response time, which includes live call transfer for P1 issues, using Sun's defined priority process and guidelines.
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24 x 7
Live call transfer for Priority 1 calls
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24 x 7
Live call transfer for Priority 1 calls
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12 x 5 local business hours
4 hour response
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Basic installation assistance 12x 5 local business hours M-F 48-hour response
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SunVIP Interop Support
If you encounter an issue that you believe involves a Sun product, but
may involve another vendor's product as well, you can call Sun. Sun will
assist with multivendor collaborative troubleshooting by tapping into
relationships with more than 100 top IT vendors and joint service centers.
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Knowledge Base Access
You have around-the-clock access to a variety of exclusive technical
resources including Sun's proprietary online knowledge base,
collaborative remote diagnosis, and complete collections of technical
articles, features, and security papers, subject to applicable terms
and conditions.
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On-Demand Solaris Updates
You receive notification of Solaris and software update availability
and electronic access, as well as access to patch management tools,
subject to terms and conditions. Electronic download is the default
mechanism, however, major releases are typically shipped as physical
media kits.
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Sun Alerts and Notifications
You receive alerts for covered products, including those for which Sun is
still working on an error correction, providing you with early warning so
you can get a jump start on risk mitigation. In addition, Sun provides
special content in newsletters to keep you up-to-date on enhancements
to your Service Plan.
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OpenSolaris Support
OpenSolaris Subscription Support includes technical phone support and access to the online support and tools you need to help run and maintain your OpenSolaris deployments. If you choose to replace Solaris with OpenSolaris you will be covered at the same level during your existing contract term. OpenSolaris Support Web site.
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Freeware Component Support
(varies by component)
Freeware components that are developed by Sun are supported in one of
two ways:
1) Fully supported: Sun provides new and existing software updates
and upgrades
2) Managed: Sun provides existing software updates and upgrade and
escalation of new errors to the developer community
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Not Included |
Binary and Source Code Compatibility
Sun maintains binary compatibility between operating system releases
and guarantees application compatibility between x64, x86, and Sun
SPARC platforms
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Number of systems supported per plan |
Site-Wide |
Single |
Single |
Single |
Notes:
The price is based on U.S. list price. All prices quoted are in U.S. dollars. Local prices may vary. Prices are subject to change without notice.
Availability of specific features, coverage hours and response times may vary by location, product, or service level. Other limitations may apply. For full detail coverage, visit sun.com/servicelist.
Response times are determined by customer-designated priority, with the exclusion of Basic Service Plan. For the Basic Service Plan, the response time is generally 48 hours for all.
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