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SunVIP Interop Support

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With SunVIP Interop Support you don’t have to experience the frustration of finding someone to take responsibility for interoperability issues or reiterate the same problem to multiple people, multiple times. SunVIP leverages our cooperative support relationships with many leading technology companies to bridge the gap between vendor support organizations for our mutual customers. Support engineers from Sun and other leading vendors can work collaboratively to resolve your interoperability issues quickly and effectively – regardless of where they originate.

  SunVIP datasheet (PDF)
 
 
Key Benefits
  • Encompasses more than 100 leading vendors since being introduced in 1996
  • Bridges the gap between vendor support organizations to help you quickly resolve interoperability issues
  • Assures satisfaction knowing Sun will keep your service request open until the issue is handled appropriately (1)
  • Provides capability for 24/7 worldwide coverage(2)
  • Included as a feature of SunSpectrum Platinum, Gold and Premium service plans(3)
 
 
How it Works

With the SunVIP Interop Support feature, you can contact Sun if you’re unsure where your issue lies (1). Sun will verify support information and gather data to begin the technical analysis. If the source of the problem involves a Sun product, we will handle the call. If Sun determines that the source of a problem lies with another cooperative support vendor's product, we will contact that vendor on your behalf (4) and provide them with details about your technical issue along with any diagnostic data. You won’t find yourself caught in the middle, and Sun will continue to work with the vendor to be sure the problem is handled appropriately.

 
 
SunVIP Cooperative Support Vendor Relationships

SunVIP consists of several levels of cooperative support relationships: TSANet cooperative support participants, additional vendors, VOS JEC and SAP JSC.

TSANet Cooperative Support Participants

Sun is a driving member of the Technical Support Alliance Network (TSANet) offering collaborative support with leading vendors. TSANet is the largest vendor-neutral support alliance in the IT industry with more than 100 software and hardware companies worldwide committed to excellence in the support of their customers whenever collaboration with another vendor is required. View TSANet mission critical and standard participants

Additional Vendor Highlights
BEA
CA
EMC
IBM
Oracle
SAP
Symantec
 
VOS JEC (Symantec-Oracle-Sun Joint Escalation Center) is a virtual team of senior support engineers from all three companies that work together behind the scenes to provide global support to mutual customers (1) for interoperability issues. This unique partnership delivers a single source of expertise and coordinated support that has been virtually unrivaled in the industry for more than seven years. The support infrastructure includes:
  • centralized call flow and escalation process supported by a joint management team
  • shared support tools
  • joint lab facilities for problem replication and root cause analysis

SAP JSC (Joint Support Center) for SAP Applications provides 24/7 worldwide support for resolving interoperability issues between Sun platform components and SAP software. Specially trained and SAP certified Sun senior support engineers are located on-site at SAP headquarters in Germany, in addition to support teams in the United States and Asia. This focus, along with predefined case handling and escalation processes, enables Sun to provide our customers with faster, more specialized problem resolution.

1 SunVIP is designed for issues that have not yet been isolated to a specific vendor. If you know a problem is caused by another vendor’s product, you should open a service ticket with that vendor directly.
2 Although Sun customers are entitled to 24 x7 coverage, not all cooperative support vendors offer the same level of support. Interoperability issues will be handled according to the coverage of each participating vendor.
3 Customers must hold an appropriate level of support contract with Sun and a comparable support contract with the other respective vendor(s) that covers the products involved with the interoperability issue.
4 Requires support information relative to the other vendor (contract number, etc)