Sun Microsystems Support Plans

Sun Maintenance  | Sun Support Plans | Sun Support Contracts

Terix is an industry leader in the support of Sun Microsystems™ and Solaris™ products, offering service options to meet the needs of every customer. By combining Terix Solaris support with Terix on-site service, our customers can tailor solutions to meet their needs, resulting in the most flexible value in the market.

Terix Sun Microsystems™ 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 by Terix

Layered Support
For an additional charge Terix 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 Terix recommends the customer have a contract with Sun for support of the above-layered products. Terix 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 Terix sales, 1-888-848-3749. 

Service Delivery	Critical Plus1	Critical1	Elite1	Shared
Systems
Sun systems
Embedded systems using Sun technology
Sun compatible systems
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.