just got this in from Sun Sales rep.
Oracle Hardware Service Changes
Support Options
I. Systems
Premier Support for Systems
Covers system hardware, OS and virtualization software
One level of Service
7/24 with 2 hour onsite response
Available within 25 miles of designated metro center
12% of customer’s net system price
**Upon renewal, all current Sun Spectrum hardware and system support
customer’s will be migrated to the new offering receiving upgraded service
levels
II. OS and Systems Software
Premier Support for Operating System
Covers Oracle; Solaris, Enterprise, Linux and Oracle VM (OVM)
running on Sun
Hardware
8% of customer’s net system price
Premier Support for Software (Non OS)
22% of customer’s net software license value
There will only be one price list – Hardware Price List
Service pricing is based on hardware price
III. Advanced Customer Services
Packaged Services
Installation
Professional Services
Premier Support Qualification (Recertification)
Data and Device Retention (Secure Disk)
Expert Services
On Site Resources
Custom PS
Operations Management
Managed Services
IV. Warranty Information Effective March 16th 2010
1 year from ship date
a. Phone coverage 5x9 Monday-Friday
b. Web coverage 24x7
**Users are required to register their warranty in order to log service
requests.
c. Phone Response time
i. P1 – 4 hours
ii. P2 – 8 hours
iii. P3 – next business day
d. Parts Replacement:
i. Customer Replaceable unit: parts exchange only (CRU fee no
longer applicable)
ii. Field Replaceable unit: delivered by Oracle or authorized
partner
iii. Response SLA: 2 days
e. Firmware fixes provided
V. Renewal Guidelines
i. Upon renewal, all contracts will be migrated to a one year
(12
month) Premier Support contract
VI. Service Portfolio Details:
http://www.oracle.com/us/support/systems/operating-
systems/index.html
http://www.oracle.com/us/support/systems/premier/index.html
http://www.oracle.com/us/support/systems/advanced-customer-
services/index.html
--
This message posted from opensolaris.org
_______________________________________________
opensolaris-discuss mailing list
[email protected]
