Sun Microsystems Support Plans
WNC Global Services (WNCGS), in conjuction with an industry leader in the support of Sun Microsystems™ and Solaris™ products, offers service options to meet the needs of every customer. By combining our Solaris support with our on-site service, customers can tailor solutions to meet their needs, resulting in the most flexible value in the market.
Service is available in the United States, Canada, and Western Europe. We offer four basic levels of Sun support.
Sun Microsystems Hardware Support Options
Critical Plus: High availability Sun Microsystems™ support for systems and applications that are critical to your company's business. 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.
Critical: For Sun Microsystems™ service throughout the business week. This program provides 5x24 Monday through Friday support with optional spares on-site for the high availability applications support.
Elite : For systems and applications in need of standard 8x5 Monday through Friday support.
Shared : For the sophisticated user who can perform the Sun Microsystems™ on-site support tasks independently. This program provides technical support and training, with guaranteed next day parts delivery (if required, on-site spares can be provided).
Sun Solaris Support from WNC Global Services
Layered Support
For an additional charge WNCGS provides administration and problem determination for the following Sun Microsystems™ Layered products: Sun Cluster, Sun Veritas Volume Manager and Disk Suite. These products are closely coupled with Solaris. Many Solaris patches are written to address issues with these products. However, if a customer requires a patch or update for these layered products they may need to get the patch from Sun, unless the patch is part of the Solaris patch information available on the public site. For this reason WNCGS recommends the customer have a contract with Sun for support of the above-layered products. WNCGS will identify the problem and recommend the patch but the customer may need to utilize a Sun contract to have access to the protected patches for these products.
For details and pricing call WNC Global Services sales at 1-800-655-0202 or email globalservices@wncconsultants.com
Service Delivery |
Critical Plus 1 |
Critical 1 |
Elite 1 |
Shared |
Systems |
Sun systems |
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Embedded systems using Sun technology |
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Sun compatible systems |
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Support Features |
On-site technical support |
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n/a |
Telephone technical support |
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Customized consulting services 2 |
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On-site account reviews |
Quarterly |
Semi-annual |
Yearly |
Yearly |
Training |
Optional |
Optional |
Optional |
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Site activity log |
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Solaris administrative support |
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Response center (help desk) |
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Spares on-site |
Optional |
Optional |
Optional |
Optional |
Post incident follow-up |
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Coverage Hours |
Help desk coverage hours |
7 x 24 |
5 x 24 |
8am-5pm, M-F |
8am-5pm, M-F |
Telephone technical support coverage |
7 x 24 |
5 x 24 |
8am-5pm, M-F |
8am-5pm, M-F |
On-site technical response |
7 x 24 |
5 x 24 |
8am-5pm, M-F |
n/a |
Customer-defined priority setting |
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Optional |
Response Times |
Urgent (telephone/on-site) |
Live answer/4 hrs |
Live answer/4 hrs |
Live answer/4 hrs |
4 hrs/ n/a |
Not-critical (telephone/on-site) |
Live answer/customer convenience |
4 hrs/customer convenience |
4 hrs/customer convenience |
4 hrs/ n/a |
2-hour on-site response |
Optional |
Optional |
Optional |
n/a |
Additional Enterprise Services Solution Center technical contacts |
Optional |
Optional |
Optional |
Optional |
1 Additional chargeable services may be required. For pricing contact WNC Global Services.
2 A choice of systems and professional systems can be quoted separately.
3 7 x 24 technical support coverage with priority setting is available. For pricing contact WNC Global Services.
Please note that not all service levels are available in all cities. Up charges may apply for “out of service area” coverage.
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By performing needs analysis, offering solution advice, and obtaining competitive quotes for those solutions from the market leaders, WNC consultants have been successful in providing the best solutions.