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FEATURE
Note: Serious (phone/on-
site)
Note: Not critical (phone/on-
site)
2-hour on-site response
Additional contacts
Premier Support Features
Mission-critical support
team
Sun Vendor Integration
SM
Program (SunVIP
)
Software patch management
assistance
Field change order (FCO)
management assistance
Hardware Support Delivery
Replacement hardware parts On-site technician On-site technician On-site technician Courier
Two day parts delivery
Overnight parts delivery
Same-day parts delivery
Remote Systems
Diagnostics
Remote dial-in analysis
Remote systems monitoring Yes
Remote predictive failure
reporting
Software Enhancements and Maintenance Releases
Solaris Operating
Environment enhancement
releases
Patches and maintenance
releases
Sun unbundled software
enhancements
Internet and CD-ROM Support Tools
SM
SunSolve
license
SM
SunSolve EarlyNotifier
Service
TM
Sun Fire
V480 Server
Just the Facts
Sun Proprietary and Confidential - Internal Use Only
SUNSPECTRUM
SUNSPECTRUM
SM
PLATINUM
GOLD
Mission-critical
Business-critical
Support
Support
Live transfer/
2 hour/next day
4 hour
Live transfer/
4 hour/
customer
customer
convenience
convenience
Yes
Option
Option
Option
Yes
For urgent
problems
Yes
Yes
Yes
No
Yes
No
N/A
N/A
N/A
N/A
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Option
Option
Yes
Yes
Yes
Yes
Sept. 26, 2002
SUNSPECTRUM
SM
SM
SILVER
Systems Support
2 hour/next day
4 hour/
customer
convenience
Option
Option
No
No
No
No
N/A
N/A
Yes
Yes
No
No
Yes
Yes
Option
Yes
Yes
SUNSPECTRUM
SM
BRONZE
Self Support
4 hour / N/A
4 hour / N/A
N/A
Option
No
No
No
No
Yes
Option
Option
Yes
No
No
Yes
Yes
Option
Yes
Yes
53
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