Service & Support

SunSpectrum Platinum Business-Critical System Support

SunSpectrum Platinum is Sun's highest level of service support and is designed for customers with 24x7 mission-critical environments. Our premier service is designed to handle the SAP customer's critical business requirements. Beginning with your mission-critical account support team, we provide proactive support to meet the SAP customer's specific needs by designing an account plan for your specific environment.

SunSpectrum Platinum account support team - Sun's most technically trained service engineers - supports your company 24x7. With 2-hour on-site hardware service response and remote monitoring and proactive problem escalation, we provide reactive and proactive problem solutions that maximize your uptime. SunSpectrum Platinum also includes the Sun Vendor Integration Program (SunVIP), which creates a problem resolution alliance with key database and application vendors, including SAP.

SunSpectrum Gold Business-Critical System Support

SunSpectrum Gold support goes beyond traditional system maintenance to help you proactively manage key business systems. SAP customers are fully covered with 24x7 telephone assistance and 4-hour on-site service response Monday through Friday. A Sun account team meets with you to understand your needs and your environment and work with your IT organization to solve problems more quickly and effectively. SunSpectrum Gold also includes participation in SunVIP.

With SunVIP, you don't get caught in the middle

For more than 10 years, Sun has been a leader in cooperative support, helping you benefit from strong, seamless relationships and years of proven success. SunVIP combines support expertise to help you solve interoperability problems through our Joint Escalation Centers, Joint Support Centers, strategic partnerships, and our participation and leadership in the Technical Support Alliance Network (TSANet). The result? SunVIP helps eliminate the fingerpointing that often occurs when dealing with complex issues in multivendor environments.

Sun and SAP: Two companies with one vision - your success

For more than 10 years, Sun has been a leader in cooperative support, helping you benefit from strong, seamless relationships and years of proven success. SunVIP combines support expertise to help you solve interoperability problems through our Joint Escalation Centers, Joint Support Centers, strategic partnerships, and our participation and leadership in the Technical Support Alliance Network (TSANet). The result? SunVIP helps eliminate the fingerpointing that often occurs when dealing with complex issues in multivendor environments.

Sun Joint Support Center (JSC) for SAP Applications

Over the years, Sun has optimized its infrastructure dedicated to supporting SAP software running on Sun systems. The Sun JSC for SAP Applications provides 24/7 worldwide support for rapidly resolving interoperability issues between Sun systems and SAP software. Dedicated Sun senior support engineers, who are SAP certified and specially trained to resolve SAP-related issues, work according to predefined global escalation and case handling processes. Privileged and direct access to SAP's knowledge database and remote support infrastructure allows fast and efficient troubleshooting.

Our support teams are located on-site at SAP headquarters in Walldorf, Germany to streamline information transfer and problem resolution. In addition, Sun has SAP support teams located in the United States and Asia, giving us the ability to offer you faster, more specialized problem resolution.