Storage Solutions

Data storage presents a dilemma: how to ensure availability and compliance, without sending costs soaring? We offer affordable solutions to turn escalating data volumes into valuable corporate intelligence.

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Support Services

Sun offers support in a number of ways so customers can gain access to help and advice online, by telephone or on-site and be assured of a fast response.

OSC

OSC is an online customer service portal where a host of Preemptive Services - for preventing problems before they occur, Proactive Services - providing resources and services for optimised availability, and Responsive services - delivering Sun support when you need it, can be found for either hardware or software solutions.

SunSpectrum Support Services

Below is a guide to the hours of cover and response times available under the different levels of support contract provided by SunSpectrum. Further details can be found at: http://www.sun.com/service/support/sunspectrum/

Click here to download the guide (Acrobat PDF).

Key features of SunSpectrum

  • Customer Defined Priority - Customers are able to define the importance of their call to us, depending on the impact within their organisation
  • Solaris Enhancement releases - All customers with a valid support contract will be entitled to receive the latest copy of Solaris, which is sent automatically or updated via the web
  • Patch and maintenance releases - Maintenance releases are available on request
  • SunSolve Licence - Customers are entitled to access services from the web. A call will need to be logged for user and password access by phoning the Enterprise Services hotline on 0870 6003222 and providing the following information:
    • The system serial number
    • Whether it's a hardware or software call
    • The operating system Version
    • Confirmation of contact name and phone number
    • A brief description of the fault

Enterprise Installation Services (EIS)

For each product that Sun Services installs, we follow a lockstep methodology that involves discrete deliverables, documentation, checklists, best practices information and product specific tools (EIS-CD) to enable consistent, high quality installations. The phases of the EIS methodology include:

  • Site Audit
  • Installation Planning
  • System Installation Specification
  • Statement of Installation
  • Installation & Customisation of Sun Hardware and Software
  • Installation Verification Testing and System Turnover

The deliverables for each of these phases will differ depending on the system type being installed, as will documentation, checklists, best practices and tools. For further information, please go to: www.sun.com/service/servicelist/

Services Pricing

Partner pricing tools and Service portfolio information can be found on the Partner Portal under the UK section within Products and Services. Global Information and Product Warranty charts can be found at the following URL: http://www.sun.com/service/support/warranty/

Tips to remember

  • Always quote for service contracts wherever possible. If you are not selling the contract, another organisation will be.
  • When you have a Services opportunity, it is recommended that you engage your InTechnolgy Account Managers as early in the sales cycle as possible.
  • Contracts can be sold for 1, 2 or 3 year duration
  • Support contracts are valid only for current products or products that have not been end-of-life for more than 5 years from Sun's pricelist.