---------------------------------------------------------------------------- The Florida SunFlash SUNERGY Newsletter Part 2 SunFLASH Vol 40 #3 April 1992 ---------------------------------------------------------------------------- ****************************************************** *2* Submitting Bugs and Email Service Calls to Sun * ****************************************************** All Sun customers should use their local Sun Answer Center to submit bug reports. Reports can be made either by a phone call or by electronic mail. Customers holding Sun support contracts will receive a specific follow-up. Sun customers not holding software service contracts can contact their local Answer Center to report a problem and request support on a Time and Materials (T&M) basis. In this case, customers will need to provide a Purchase Order (PO) number at the time of the call. To help us serve you better, please include the following information with all electronic mail reports. [] Your name [] The name and address of your organization [] Your Sun site code, if available [] Your workstation model and serial number [] The software release(s) you are running [] A description of the problem that you are experiencing [] Please DO NOT submit bugs to sun!onlinebugs-db Local country phone numbers, addresses, and other country-specific information regarding bug reports is listed below. SUBMITTING SOFTWARE BUGS IN THE U.S. AND CANADA For U.S. customers, (800) USA-4-SUN is the best method to report bugs. Canadian contract customers should report bugs to the local support center. The electronic mail address sun!hotline is available for U.S. customers to submit materials that are difficult to relay over the phone. Canadian customers should use hotline@Canada.sun.com. The Online Bugs Database (OBD): Whenever possible, customers should use the Online Bugs Database (OBD) before submitting bugs, to avoid resubmitting an already- known bug. The information available through the OBD is updated during the first week of each month. As a result, you receive the most timely information available on open known bugs and temporary workarounds for Sun software in an easily-accessible, online format. The OBD provides you with rapid telephone access to the following information. [] Software Bug Reference Number--a unique identification number assigned to each valid software bug by Sun. [] Online Bug Synopsis--a one-line summary of the software bug. [] Bug Description--a brief description of the bug, with examples if available. [] Software release(s) in which the bug was reported [] Affected configurations [] Temporary workarounds, where available To use the OBD, simply dial the telephone number and enter the system password; both provided in the Online Bugs Database Reference Manual, part number 812-1001. The login is stb, and the password is sunizhot. The telephone numbers to use appear below for your convenience: Area Code 415 (USA) 969-7143 Area Code 408 (USA) 1-415-969-7143 Other Area Codes (USA) 1-415-969-7143 For those outside the United States, please call your local support center for information on how to access the OBD in your area. The OBD reference manual is automatically sent to the site contact of all Sun customers holding valid support contracts. The OBD is available at all hours, except for scheduled updates and preventive maintenance. After logging in, you can quickly search the OBD by any one of the below parameters. [] Keyword(s) [] Software Bug Reference Number [] Software Category (such as kernel, SunINGRES, or Datacomm) [] Software Subcategory (such as documentation related to a specific category) [] Software Release (such as 4.0, 3.5, 3.4, 3.2, 3.0) Search capabilities can be enhanced by combining several of the primary search parameters. For example, all release 3.4 NFS bugs within the network category can be searched. In most situations, you can locate a particular software bug and its related workaround within 30 seconds. To ensure that your OBD use is as efficient as possible, a fast, easy- to-use Help facility is also provided. Help is available throughout your OBD session. SUBMITTING SOFTWARE BUGS IN EUROPE The European Customer Service office is located at: Sun Microsystems Europe, Inc. Bagshot Manor Green Lane BAGSHOT Surrey GU19 5NL United Kingdom Telephone: (44) 276 51440 Telefax: (44) 276 51287 Telex: 859017 Individual country Answer Centers are listed below. FRANCE Service "HOT LINE" Sun Microsystems France SA La Boursidiere - RN 186 92357 Le Plessis Robinson Cedex France Hotline Telephone: +33 1 30 67 50 80 Telefax: (33) 1 30 67 52 95 Special Dispatch Arrangements: Please provide Dispatch with the following items: - System serial number or Contract number - Arrangements for Non-Contract Customers: - Please provide a valid PO number for billing on a Time and Materials (T&M) basis. Order this support at the above address. GERMANY Hotline Sun Microsystems Stoerungsannahme Am Hochacker 3 8011 Grasbrunn 1 Germany Hotline Telephone: +49 89 4600 8321 Telex: 5 218 197 sun Telefax: 089/46008-400 Email Address: {sunuk,unido}!sunmuc!hotline Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. ITALY Hotline Sun Microsystems Italia SpA Centro Direzionale Colleoni Palazzo Andromeda (Ingresso 1) Via Paracelso 16 20041 Agrate Brianza Milan Italy Hotline Telephone: +39 +39 60551 Telex: 326423 MBOX SUNITA Telefax: 039/6056764 Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. THE NETHERLANDS Sun Microsystems Nederland BV Computerweg 1 3821 AMERSFOORT Netherlands Hotline Telephone: +31 33 501 313 Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. SPAIN Sun Microsystems Iberica SA Plaza Pablo Ruiz Picasso s/n Torre Picasso Planta 25 28020 Madrid Spain Hotline Telephone: +34 1 55 50 957 Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. SWEDEN Sun Microsystems AB Hemvarnsgatan 9 S-171 54 Solna Sweden Hotline Telephone: +46 8 764 78 10 Email Address: hotline@sunswe.se or sunswe!hotline Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. SWITZERLAND Sun Microsystems (Schweiz) AG Postfach Eschenstrasse 8 CH-8603 Schwerzenbach Switzerland Hotline Telephone: +41 1 825 72 72 Email Address: sunuk!sunswis!hotline Special Dispatch Arrangements: Provide Dispatch with the following items: - Contract number - Serial Number Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. UNITED KINGDOM Sun Microsystems Ltd Watchmoor Park Riverside Way Camberley Surrey GU15 3YL ENGLAND Hotline Telephone: +44 276 691 974 Telefax: 0276 691774 Special Dispatch Arrangements: System serial number or contract number Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. SUBMITTING SOFTWARE BUGS - INTERCON AUSTRALIA Hotline Sun Microsystems Australia Pty Ltd PO Box 320 Artarmon NSW 2064 Hotline Telephone: (011-61-2) 436-4699, (008) 25-1471 Telefax: 02 436 1084 Special Dispatch Arrangements: Please provide Dispatch with the following items: System serial number or contract number Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. NEW ZEALAND Hotline Telephone: (4) 499-2344