Which Service Plan is Right for You?
NEW! Premium Plus Service Plan
When speed of resolution is critical within your environment, you can count on the Premium Plus Service Plan. Designed to give you the specialized services you need for complex software solutions, the Premium Plus Service Plan provides a relationship-based support with a customer focused support team enabling faster resolution of technical issues. A customer advocate acts as a single point of contact between you and Sun's support organization, proactively delivering up-to-the minute data on your support requests, information on recommended patches, Sun products, learning services and more. Additionally the Premium Plus Service Plan includes all the features of the Premium Service Plan.
Premium Service Plan
The Premium Service Plan equips you with enhanced coverage to help you keep your applications on track and available. Features include 24/7 online and telephone technical support, SunVIP interoperability support, software releases and updates (patches), self-help tools, and notifications to help you proactively maintain high availability.
Standard Service Plan
The Standard Service Plan provides the basic services you need to manage and resolve technical issues more quickly including online and telephone technical support, software releases and updates (patches), self-help tools, and notifications.
Basic Service Plan
For some software, you may not need access to Sun engineers via technical support. That's why the Basic Service Plan provides only the fundamental components necessary to help you identify the cause of a problem and evaluate the right resolution strategy.
|
|
|
|
|
Customer-Focused Support Team |
Yes |
No |
No |
No
|
Customer Advocate |
Yes |
No |
No |
No |
Email and Technical Support |
24/7 Immediate Assistance |
24/7 Immediate Assistance |
12/5 Four-hour Response |
No |
SunVIP Interop Support |
Yes |
Yes |
No |
No |
Knowledge Base Access |
Yes |
Yes |
Yes |
Yes |
Software Releases |
Yes |
Yes |
Yes |
Yes |
On-Demand Software Updates |
Yes |
Yes |
Yes |
Yes |
Sun Alerts and Notifications |
Yes |
Yes |
Yes |
Yes |
|
Availability of level of service, specific features, coverage hours, and response times may vary by location or product. Other limitations may apply.
Response times are determined by customer-defined priority. Response times shown are for service requests designated by customer as "Priority 1."
