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Multiple
Sun Microsystems Support Plan Options
Every
IT organization has it's own unique support
needs. At Sun Support Contracts, we
offer Service Level Agreements that equal or
exceed the level of manufacturer direct plans.
Most importantly we can do this at a fraction of
the price- You SAVE, and save big!
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Who's
Using Sun Support Contracts?
As
a national provider of on-site and remote
support for your Sun Microsystems™ server and
workstation class hardware, we are well
positioned to offer our world class support to
both organizations with multiple data-centers as
well as companies with a single facility.
MORE
INFO>>>
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SUN
In The News
3:47
PM EDT Tue. Jul. 27, 2004.
Sun
Microsystems on Tuesday officially unveiled
plans to ship a version of its Java Enterprise
System on Windows and HP-UX starting next year.
Sun also introduced a promotion around JES,
which includes a host of Java software, that
offers a free server and technical support to
customers as part of its continued push to
distribute its software stack.
MORE
INFO>>>
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Web Site Terms of Use
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 Sun
Support Plan Options
With the level of support often
varying within a single data-center, we have a full range of
support options to meet your needs
Critical Plus-High Availability
Support Ideal for systems and applications that are critical to your
organizations infrastructure. This program provides an on-site engineer within 4 hours, 7 days a week, 24 hours a day to ensure a quick recovery in case of system failure.
Program includes 7 x 24 on-site support. Options include on-site
spares kits and 2 hour response time. Critical
Business Week High Availability Support For systems
support through the business week. This program provides 5 x 24 Monday through Friday support with optional spares on-site for the high availability applications support.
Service level includes 5 x 24 on-site, Monday though Friday with
optional spares on-site
Elite Standard System
Support Perfect for systems and applications in need of standard 8 x 5 Monday through Friday support
with 8am to 5pm on-site support, Monday through
Friday. Optional Spares On-Site Shared
Self-Maintenance The
ideal solution for the sophisticated user who can perform the on-site maintenance task on their own. This program provides technical support and training, with guaranteed replacement part delivery.
Next Day Parts Delivery, Optional Spares On-Site Sun
Support Plan Matrix
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Service
Delivery
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Critical
Plus
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Critical
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Elite
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Basic
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Systems
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Sun,
SGI, HP and
IBM Manufactured Systems
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X
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X
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X
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X
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Embedded
Systems using Sun Technology
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X
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X
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X
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X
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Sun
Compatible Systems
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X
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X
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X
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X
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Account
Support Features
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On-site
technical support
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X
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X
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X
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Telephone
technical support
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X
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X
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X
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X
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Customized
Consulting Services
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X
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X
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X
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X
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Software
release planning
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On-site
account reviews
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Monthly
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Semi-annual
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Yearly
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Yearly
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Training
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X
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Y2K
Appraisal
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X
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X
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X
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X
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Site
activity log
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X
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X
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X
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X
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Solaris
Software Support
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(optional)
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(optional)
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(optional)
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(optional)
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Help
Desk
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X
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X
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X
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X
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Spares
on-site
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(optional)
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(optional)
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(optional)
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(optional)
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Post
incident follow-up
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X
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X
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X
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X
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Coverage
Hours and Response Times
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Help
Desk coverage hours
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7
x 24
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5
x 24
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8am-5pm,
M-F
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8am-5pm,
M-F
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Telephone
Technical Support coverage
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7
x 24
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5
x 24
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8am-5pm,
M-F
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8am-5pm,
M-F
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On-site
Technical response
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7
x 24
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5
x 24, M-F
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8am-5pm,
M-F
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Not
Applicable
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Customer-defined
priority setting
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X
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X
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X
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Option
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Response
Times
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Urgent
(telephone/on-site)
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Live
Transfer/4 hrs
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Live
Transfer/4 hrs
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Live
Transfer/4 hrs
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4
hrs/ N/A
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Not-critical
(telephone/on-site)
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Live
Transfer/ Cust. Convenience
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4/hrs/Customer
Convenience
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4/hrs/Customer
Convenience
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4
hrs/ N/A
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2-hour
on-site response
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Option
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Option
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Option
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N/A
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Additional
Enterprise Services Solution Center technical
contacts
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Option
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Option
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Option
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Option
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General
Notes: Not all service levels are available in all
cities. Up
charges may apply for “out of
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