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Sun Modular Datacenter Suite of Services FAQs
General QuestionsQ: Are there any services which a customer must order when they buy the Sun MD?
A:
None of the services are required. We have classified the offerings as embedded, recommended or optional. The embedded services are included in the price of the Sun MD, the recommended services will help ensure successful deployment, and the optional services are suggested for the payload.
Embedded Services:
Q: How is the warranty for Sun MD different from the standard Sun warranty?
A:
The Sun Modular Datacenter warranty has the following standard features:
Duration/term: 1 year Phone hours of coverage: Business hours (M-F, 8AM-5PM) Call-back response: 8 hours On-site hours of coverage: Business hours (M-F, 8AM-5PM) Hardware response time: Next business day Delivery method: On-site or Customer Replaceable unit Defective media support: 90 days In addition, there are four differences:
Q: What site services are recommended before the Sun MD is installed?
A:
Sun recommends that the Sun MD Site Assessment Service and the Sun MD Site Preparation Service be performed by Sun. If a customer wishes to do their own assessment and preparation, then they will be responsible for completing the Site Readiness Checklist—this checklist will be available from the local Sun sales account team.
Q: Under what conditions is the Site Inspection Service recommended?
A:
This service is recommended when customers have chosen to do the site preparation for the Sun MD themselves. This service helps customers identify areas of non-compliance of the Sun MD Site Readiness Checklist.
Q: Is there any limitation on phone/email support included in the Site Inspection Service?
A:
This service includes 6 total weeks of phone/email support. Sun recognizes, however, that a customer may start the preparation work, open a call with Sun, and then experience a delay that will result in no activity for weeks. To accommodate this type of scenario, the customer may at two times during the contracted support period, stop and re-start the phone/email support at a later date. The overall time span of the service duration is five (5) months, including all stoppages. Additional support can be purchased.
Q: What level of advice or consulting will a customer get when they contact Sun for phone or email support in the Site Inspection Service?
A:
The phone/email support will help customers with review of on-going work, such as concept drawings or blueprints. If Sun does not think that the concept drawings or blueprints will meet the requirements set out in the Sun MD Site Readiness Checklist, Sun will provide a recommendation to the customer. This service does not include full service consulting to fix non-compliant items OR modify drawings.
Q: How is a Sun MD installed?
A:
The project manager will coordinate delivery of the Sun MD to the customer's site, coordinate the on-site installation (hookup) team to connect the Sun MD to the power, chiller and network, and arrange on-site verification of the environmental systems. This installation offering does not include testing of the payload.
Q: What is the average installation timeframe for a Sun MD?
A:
The timeframe varies based on site readiness, it can be as short as two days. This is the time it takes to perform the on-site hookup to the network, water chiller, and power source, installation of the fire suppression system and verification that all hardware systems--including the monitoring system and factory installed payload--are working to specification.
Q: Who is responsible for compliance with local codes and regulations when installing a Sun MD?
A:
Customers are responsible for ensuring that local codes and regulations have been followed. The Site Preparation and Assessment Services will help customer identify the applicable codes and regulations.
Q: Can Sun help move customer's current systems (Sun and 3rd party) into the Sun MD?
A:
Yes, Sun has a custom offering available in many countries to move equipment. Please contact your local Sun Sales Representative for more information.
Q: Can a customer move its own Sun MD?
A:
On a case by case basis, customers can get trained and qualified to do their own installation. Customers should contact their Sun representative prior to moving the Sun MD.
Q: If a customer wants to move the Sun MD, what services can Sun provide to assist with the move?
A:
Sun does have a custom offering available in many countries for movement of the Sun MD. Sun can also re-install the Sun MD for an additional fee. Please contact your local Sun representative if you want to move the Sun MD.
Q: Can Sun manage the Sun MD and the payload remotely?
A:
Yes, Managed Operations is available and highly encouraged if lights-out management is a requirement.
Q: Does Sun dispatch plumbers or electricians if a problem is found while monitoring the environmental conditions?
A:
Yes, if appropriate. Customers are responsible for water pressure and electrical connection to the site. Sun will dispatch plumbers or electricians for any malfunction of the plumbing, electrical, networking and fire suppression systems inside of the Sun MD platform.
Q: Is basic monitoring included with the warranty for the Sun MD platform?
A:
Basic monitoring has been installed in the Sun MD platform to provide the warranty level of support. This will allow the customer to monitor the Sun MD and its internal environment and then contact Sun with questions. If an on-site response is required, the service level is next business day.
Q: What additional benefits over the basic monitoring come with the Sun MD Monitoring and Incident Response Service?
A:
There are three additional benefits:
Q: What Service levels are available for the Sun MD platform?
A:
The Sun Hardware Service Plan is available with two options:
Silver and Gold 24/7. The service listings can be viewed at: Silver:http://www.sun.com/servicelist/ss/hwonsilver-us-eng-20071027.pdf Gold: http://www.sun.com/servicelist/ss/hwongold-us-eng-20071027.pdf Q: Is an Enterprise Service Plan available for the Sun MD and the payload?
A:
Yes, the Enterprise Service Plan provides a comprehensive and customized level of service for the Sun MD payload.
Q: Can a customer place non-Sun systems in their Sun MD. Is there any differences in how these systems are supported?
A:
Yes, a customer can place non-Sun systems in the Sun MD. Sun offers multi-vendor support options. If a customer chooses to have these systems supported by another vendor, then the customer is responsible for making sure the other vendor is informed about Sun MD operational procedures. The Sun MD Essentials training course is a recommended source for this information.
Q: Can a customer have different levels of service for the payload inside the Sun MD?
A:
Sun recommends that all of the payload have the same level of service, for example 24x7 Gold. If a customer has equipment that is already on contract that will be installed into a Sun MD platform, then an exception can be made for different levels of service.
Q: Is there a Sun Systems Pack available for the Sun MD?
A:
No, there is not a System Pack available. However, customers who purchase new Sun payload (i.e., servers, storage, software, services) for the Sun Modular Datacenter (and at the same time) will automatically earn additional discounts - up to 10% maximum added to their standard discount - off the list price of the Sun Modular Datacenter. This incentive applies only to the Sun MD – not to the payload itself.
Q: Can a customer move and install its Sun MD and still have it supported by Sun?
A:
On an individual basis, customers may get trained and qualified to do their own installation. Please see limitations and requirements posted on the Sun MD Warranty chart. Customers must contact Sun prior to moving the Sun MD.
Q: Can a customer be a self-maintainer for the Sun MD?
A:
Yes, there will be custom training options available for customers who want to be self maintainers.
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