Date: 26-Nov-2009 URL: www.sun.com/software/sunray/support.jsp

Sun Ray Software 5

Overview

Support

Support & Services Reference Materials

Support & Services

Sun offers a comprehensive range of support offerings to complement your Sun Ray Software investment and ensure you're always up to date with the latest releases.

Resources

Frequently Asked Questions (FAQs)

Get fast answers to common questions.

Sun Ray Software FAQs

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Community

Discussion Forums

Share with and learn from our community of Sun Ray Software users at this Discussion Forum.

External Communities

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SunRay-Users - Sun Ray technology discussion at the popular Sun Ray User Group.

Which Plan is Right for You?

Option 1: Sun Ray Software License and Service Plan

The Sun Ray Software perpetual license gives you the right to use the purchased version of the software forever. But, if you want support and access to upgrades and patches you will need to buy a Basic, Standard, or Premium SunSpectrum Services Plan.

Option 2: Sun Ray Software Subscription

This gives you the right to use Sun Ray Software for the life of your subscription as long as you continue to pay the annual fee. It also includes either Standard or Premium support which entitles you to receive upgrades and patches to the software for the life of the subscription.

Option 1: Sun Ray Software License and Service Plan

Features	Premium Service Plan	Standard Service Plan	Basic Service Plan
Customer-Focused Support Team 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.	Not Included	Not Included	Not Included
Customer Advocate You have a shared resource that knows your environment and interfaces between your company and Sun technical support and software engineering.	Not Included	Not Included	Not Included
Online and Telephone Technical Support 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.	24/7 Immediate Assistance	12/5 Four-hour Response	Not Included
Sun VIP Interop Support Sun will assist with multivendor collaborative troubleshooting by tapping into relationships with more than 100 top IT vendors and joint service centers.		Not Included	Not Included
Knowledgebase Access 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.
Software Releases and Updates You receive on-demand access to updates and patches for Sun software.
Sun Alerts and Notifications 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.
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."

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