Sun Maintenance by Terix | Sun Microsystems Maintenance

Terix is an established provider of Sun Maintenance and Sun Support Plans, offering maintenance options to meet the needs of every customer. By combining Sun maintenance support with Terix on-site service, our clients benefit from the comprehensive Sun maintenance solutions their organizations need.

Terix Sun Maintenance service is available in the United States, Canada, and Western Europe. We offer four basic levels of Sun support.

Sun Maintenance Plans by Terix

Critical Plus: High availability Sun maintenance for systems that are vital to your company. This Sun Maintenance plan 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 maintenance throughout the work week. This program provides Monday through Friday 24x7 coverage. 

Elite: For systems and applications in need of standard Sun maintenance on an 8x5 Monday through Friday basis.

Shared: For the sophisticated user who can perform the Sun Maintenance on-site support tasks independently. This plan provides remote Sun maintenance technical support and training, with guaranteed next day parts delivery (if required, on-site spares can be provided).

For details and pricing call Terix sales, 1-888-848-3749. 

Service Delivery	Critical Plus1	Critical1	Elite1	Shared
Systems
Sun systems
Embedded systems using Sun technology
Sun compatible systems
Sun Maintenance Support Features
On-site technical support				n/a
Telephone technical support
Customized consulting services2
On-site account reviews	Quarterly	Semi-annual	Yearly	Yearly
Training	Optional	Optional	Optional
Site activity log
Solaris administrative support
Response center (help desk)
Spares on-site	Optional	Optional	Optional	Optional
Post incident follow-up
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				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 call Terix sales.
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 call Terix sales.
Please note that not all service levels are available in all cities. Up charges may apply for “out of service area” coverage.