sunflash-Distributed to mailing list sunflash@suntri sunflash-Send requests and problem reports to owner-sunflash@suntri.east.sun.com ---------------------------------------------------------------------------- The Florida SunFlash SMCC INTRODUCES NEW ENTERPRISE-WIDE SUPPORT PROGRAM SunFLASH Vol 52 #10 April 1993 ---------------------------------------------------------------------------- Press Contact: Chuck Mulloy Phone: (415) 336-6424 Other Contact: Cindy Williams Phone: (408) 276-1336 Inquiries: 1-800-821-4643 Features the Industry's Most Customized Assistance Program, Simplified Pricing Structure MOUNTAIN VIEW -- April 12, 1993 -- Sun Microsystems new, worldwide service and support program designed to meet the complete system needs of customers throughout the enterprise. SunSpectrum offers the industry's most flexible, yet streamlined ordering and pricing policies, which can dramatically reduce contract administration time. "With last November's introduction of the SPARCcenter 2000(TM) server, SPARCclassic(TM) and SPARCstation LX(TM) workstations, Sun is well-positioned to meet the needs of the entire business enterprise, including high-end servers, low-cost workstations and complex networking," said Scott McNealy, Chief Executive Officer of Sun Microsystems. "SunSpectrum supports customers who are implementing the '90s model of computing throughout the enterprise. It gives these customers a greater degree of flexibility and simplicity -- whether they are self-sufficient or need complete support for their mission-critical environments." Easy Pricing and Administration SunSpectrum support greatly simplifies pricing, so that a single fee covers support for an entire system, including the monitor, all disk drives, Sbus cards, memory and other related hardware, as well as Solaris(TM) system software and other Sun software packages. This policy contrasts with the rest of the industry, where customers must pay a unique price for each configuration and an additional fee for each peripheral device. Under SunSpectrum, pricing is reduced from thousands of permutations to less than 200, and can greatly shorten the time needed to administer support contracts. Customized, Pro-Active Assistance "SunSpectrum evolved from interviews with hundreds of Sun customers," said Bill Cote, vice president, worldwide customer support. "They told us they wanted a highly flexible, easy-to-maintain solution that they could mold to their computing needs. With SunSpectrum, our customers now have more choices and much more control over the support they purchase and use." For example, customers determine their own telephone and on-site response times at the time of their call, according to the demands of the problem: whether urgent, serious or non-critical. This tailored approach delivers the appropriate response time for the appropriate problem, rather than forcing a customer to predict it from the outset of the contract. SunSpectrum support also marks the introduction of Sun's EarlyNotifier(TM) service. EarlyNotifier provides periodic alerts of bugs, workarounds, and solutions reported from Sun's Solution Centers. As a result, customers can proactively resolve problems, rather than encounter them unexpectedly. In addition, SunSpectrum support includes licenses for the on-line and CD-ROM versions of SunSolve(TM), the problem/resolution support product used by Sun's own Solution Centers. SunSolve tracks the latest support solutions, including bug and patch descriptions, technical notes, and other useful information. The on-line version is updated nightly, the CD-ROM version quarterly. Full Range of Services With Key New Features SunSpectrum takes an enterprise-wide approach, covering not just hardware, but software, network applications, and problems related to interoperability. The following four levels of support, Platinum(SM), Gold(SM), Silver(SM) and Bronze(SM), are offered in a building-block fashion, ranging from total enterprise business support to backup telephone and replacement part services for self-maintainers. Platinum: Sun's premier program supports complex, mission-critical environments where maximum availability is required. The program is ideal for Sun customers in transition, such as those rightsizing to a client-server environment. Key features include a 99% server uptime guarantee, on-site technical reviews, on-site coaching and training as well as extended coverage hours on traditional product support. Platinum support replaces SunService 2000(SM), announced in November, 1992. Gold: SunSpectrum's Gold program provides pro-active, people support through value-added services, such as personal technical account support and the self-paced education library, which are designed to increase employee, system and network productivity. Traditional product on-site and phone support, with extended coverage hours, are also a part of the program. Silver: SunSpectrum's Silver program provides basic on-site and telephone systems support at a low cost. Customer-defined priority setting is included in this program as well as in the Gold and Platinum programs. Bronze: The SunSpectrum Bronze program is a highly affordable solution for self-sufficient customers who primarily need back-up assistance and parts replacement. The program also includes the EarlyNotifier service for pro-active support, which is included in all the SunSpectrum programs. Reseller Qualification SunSpectrum support is also available through Sun resellers, who can sell SunSpectrum directly to their customers, or use it as a backup to their own front-line support. Resellers have been trained on the new support programs in conjunction with Sun's direct support staff. To ensure quality delivery of SunSpectrum services through its resellers, Sun is implementing a worldwide reseller service qualification program as part of the SunPartners program. Resellers will be required to meet specific criteria regarding their technical capabilities and overall business model in order to sign up for the programs. SunSpectrum Availability Worldwide availability of SunSpectrum support will be in a phased implementation with programs currently available in Belgium, Canada, France, Germany, Holland, Italy, Mexico, the U.K. and the U.S. SunSpectrum support programs will be available in other major countries by the end of 1993. Specific program features and coverage hours may vary by country. Customers should check with their local Sun representative for details of the SunSpectrum programs in their area. Sun Microsystems, Sun Microsystems Computer Corp., Sun, and the Sun logo, EarlyNotifier, SPARCcenter 2000, SPARCclassic and SPARCstation LX are trademarks or registered trademarks of Sun Microsystems, Inc. All SPARC trademarks, including the SCD Compliant logo, are trademarks or registered trademarks of SPARC International, Inc. is/are licensed exclusively to Sun Microsystems, Inc. Products bearing SPARC trademarks are based on an architecture developed by Sun Microsystems, Inc. SunSpectrum, Bronze, Silver, Gold and Platinum are servicemarks of Sun Microsystems, Inc. All other products are referred to herein by the trademarks as designated by the companies who market those products. ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ For information send mail to info-sunflash@Sun.COM. Subscription requests should be sent to sunflash-request@Sun.COM. Archives are on solar.nova.edu, ftp.uu.net, sunsite.unc.edu, src.doc.ic.ac.uk and ftp.adelaide.edu.au All prices, availability, and other statements relating to Sun or third party products are valid in the U.S. only. Please contact your local Sales Representative for details of pricing and product availability in your region. Descriptions of, or references to products or publications within SunFlash does not imply an endorsement of that product or publication by Sun Microsystems. John McLaughlin, SunFlash editor, flash@Sun.COM. +1 305 351 4909