| Feature |
Function |
Benefit |
| Telephone Support |
Support for unlimited incidents via email or over the phone during coverage hours specified by you. Response times vary from 4 hours to 1 hour depending on the level chosen. |
Your service requests are handled swiftly, helping enable faster resolution. |
| Online and e-mail Technical Support |
For OpenSolaris Standard and Premium levels 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 (from 1 hour to 4 hours). OpenSolaris Basic coverage hours are local business standard hours with a 48 hour response for all priorities. |
Your service requests are handled swiftly, helping enable faster resolution through online technologies. |
| OpenSolaris Package Updates |
For OpenSolaris Standard and Premium levels 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 (from 1 hour to 4 hours). OpenSolaris Basic coverage hours are local business standard hours with a 48 hour response for all priorities.
|
Your service requests are handled swiftly, helping enable faster resolution through online technologies. |
| OpenSolaris Error Escalation |
The ability to escalate bugs to engineering receive the fix in a future release. |
To receive the fix in a current or future package update. |
| Knowledge Base 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. |
These online resources help you prevent problems by arming your staff with the information needed to properly manage your systems. |
| SunSpectrum eLearning Library |
OpenSolaris Subscription customers are entitled to access Web-based training modules at no additional charge. |
Increase your knowledge regarding the OpenSolaris features. |
| 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. In addition, Sun provides special content in newsletters to keep you up-to-date on OpenSolaris Subscription enhancements. |
Direct communication and alerts from Sun help you confidently run your operations, knowing that you are working from the most current information. |
Notes:
Package Updates for the Support Repository are released approximately every 6 months. During the term of Customer's Subscription contract, Customer will be entitled to receive support and the latest Package Updates and Support Repository Updates when made commercially available by Sun. Customer may be required to download and install Package Updates or Support Repository Updates that have been released since Customer's previous installation of OpenSolaris. |
