Features |
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You work with a team of named support engineers who maintain in house knowledge of your solution and add the value of specialized expertise on solution-relevant technologies.
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Not Included |
Not Included |
Not Included |
You have a shared resource that knows your environment and interfaces between your company and Sun technical support and software engineering.
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Not Included |
Not Included |
Not Included |
You can contact Sun for assistance within the coverage hours you choose (with no limit on the number of incidents). Through Sun's customer defined priority process, you select Sun's response time and have access to live call transfer.
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12/5
Four-hour Response |
Not Included |
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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Not Included |
Not Included |
You have around-the-clock access to a variety of exclusive technical resources including Sun's online knowledge base, collaborative remote diagnosis, and complete collections of technical articles, features, and security papers.
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You receive on-demand access to updates and patches for Sun software.
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You receive Sun Alerts for covered products, including those for which Sun is still working on a fix, providing you with an early warning system so you can get a jump start on risk mitigation.
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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." |
