---------------------------------------------------------------------------- The Florida SunFlash SunSolve and Sun HelpDesk SunFLASH Vol 44 #7 August 1992 ---------------------------------------------------------------------------- **************************************************************************** * * * - SMCC announces two new products: * * - SunSolve (TM) * * - Sun HelpDesk * * * * - These products provide access to Sun service information such as: * * - common Sun workstation questions and answers * * - symptoms and resolutions * * - bug and patch descriptions * * - technical bulletins * * - optional integration with AnswerBook(TM) documentation * * - and more... * * Sun HelpDesk also includes: * * - an escalation tool to obtain backline support from Sun * * - documentation on how to set up and maintain a help desk * * * * - SunSolve is provided to Personal AnswerLine(SM), AnswerLine(SM), * * and Software Update Service software contract customers: * * - CD-ROM version is updated & shipped quarterly * * - electronic version, called SunSolve Online, can be * * centrally accessed via modem and is updated nightly * * * * - Sun HelpDesk is provided to service partners on SunPartner * * Maintenance Manager, and Co-op I/II programs: * * - CD-ROM version is updated & shipped quarterly * * * **************************************************************************** Sun Microsystems Computer Corporation (SMCC) is introducing two new products: SunSolve(TM) and Sun HelpDesk. These products are designed to help Sun users become more productive by getting solutions to problems quickly. SunSolve -------- SunSolve provides access to service information such as common Sun system questions and answers, symptoms and resolutions, bug and patch descriptions, technical bulletins, as well as optional integration with Solaris AnswerBook(TM) documentation. SunSolve is available on CD-ROM and, in most countries, available electronically via a modem. SunSolve software utilizes the OPEN LOOK(R) graphical user interface so it's intuitive and easy to use. Customers can resolve a problem quickly right at their workstations by typing in a problem description and pressing a button--SunSolve will find the available solutions in the various service information databases. SunSolve will be distributed to Sun's software support customers--Personal AnswerLine(SM), AnswerLine(SM), and Software Update Service--as an added value to their existing support contract. The first SunSolve CD will be shipped to software support customers in early July. And, updated CDs with the most current service information will be shipped quarterly. Sun HelpDesk ------------ Sun HelpDesk allows service providers to set up their own help desks to better support their customers. Sun HelpDesk software is a superset of SunSolve--that is, HelpDesk software includes all the features of SunSolve plus an escalation tool called the TechEscalator. TechEscalator may be used by the service provider to get backline support from Sun when a solution is not available in the service information databases. Additionally, the Sun HelpDesk product includes documentation on how to set up a help desk, handle service requests in the Sun environment, and maintain a help desk. Sun HelpDesk is available on CD-ROM and is updated quarterly. Sun HelpDesk will be distributed to Sun's service partners who participate in the SunPartner Maintenance Manager and Co-op I/II service programs. The first Sun HelpDesk CD will be shipped to these partners in early July. FEATURES AND BENEFITS --------------------- SUNSOLVE Feature Benefits ---------------- -------- Technical solutions * Lets customers access an extensive developed by Sun experts database collection of service information including symptoms & resolutions, bug & patch descriptions, technical bulletins, and more * Optional integration with AnswerBook documentation Comprehensive toolset to access solutions, including: --SearchTool This tool: * Searches for single key word or string * Can search through any or all available databases * Performs sophisticated Boolean searches to narrow the search to just the information needed. * Lets customers save often-used search instructions to a file --DocViewer This tool: * Lets customers view exact replicas of hard copy service documentation like the Software Technical Bulletin * Prints documents in a variety of formats * Prints to files Easy-to-use OPEN LOOK * Employs a simple, familiar graphical interface user interface * Provides buttons and pull-down menus * Makes online help available Delivered on CD-ROM * Easy to install * Sturdy and reliable * Flexible installation options let customers save hard disk space Updated regularly * Ensures that customers have the most current support information * SunSolve CD is updated & distributed quarterly * SunSolve Online (which is electronic access to SunSolve service information via a modem) is updated nightly Since SunSolve is a subset of the Sun HelpDesk, all the features/benefits mentioned above apply here. SUN HELPDESK Feature Benefits -------------------- -------- Access to Sun experts This tool: via the TechEscalator * Features automatic electronic mail problem escalation to Sun engineers for backline support Complete help desk * Provides instructions on how to handle documentation service request in a Sun environment * Helps service provider establish, operate, and manage their help desk HARDWARE AND SOFTWARE CONSIDERATIONS ------------------------------------ SunSolve and Sun HelpDesk require a Sun SPARCstation system with SunOS 4.1.1 or higher 4.x-based OS, running OpenWindows 2.0 or higher. These products have flexible installation options: "minimum", "intermediate", and "full". Full installation writes all application software and service information databases to the system disk and requires about 125 MB. Minimum and intermediate options write the application software to the disk, and will access the service information databases from the CD-ROM. Minimum and intermediate require approximately 8MB and 50 MB of system disk space, respectively. In the U.S., SunSolve Online is capable of accepting connections to 9600 baud from Hayes-compatible modems and 19200 baud from Telebit modems in PEP mode. QUESTION AND ANSWERS -------------------- Q. Why is Sun introducing SunSolve and Sun HelpDesk? A. Because our customers want easy access to support solutions and these products give them maximum flexibility to get those solutions. Now, customers have immediate, round-the-clock access to solutions developed by Sun experts--the industry's best UNIX support people. Customers don't even have to leave their workstation to get answers. Customers will continue to contact Sun when they need help. These products enhance, not replace, our existing support programs. Q. Are these products only for highly sophisticated, "techy" customers? Will commercial accounts benefit? A. Both technical and commercial accounts will benefit because both want to keep their Sun systems up-and-running so they can keep their companies productive. SunSolve and Sun HelpDesk are very easy to use. With the OPEN LOOK graphical user interface and a built-in help facility, it's simple for the customer: they type in a problem description, press a button, and read the solution. All this power, right at the customer's workstation. Q. You say that Sun HelpDesk software includes all the features of SunSolve. What do you mean? A. SunSolve is a subset of Sun HelpDesk. SunSolve software has two tools: "SearchTool" for finding solutions in the service information databases and "DocViewer" for onscreen viewing of documents. Sun HelpDesk software includes these two tools plus an escalation tool called the "TechEscalator". Q. What do you mean when you say SunSolve includes "optional integration with AnswerBook documentation"? Does the SunSolve CD-ROM contain AnswerBook documentation? A. No. The SunSolve CD-ROM does not include AnswerBook documentation. But, if you have purchased AnswerBook and it is installed on your system, you can use SunSolve software to access and search for information in the AnswerBook documentation database. Q. SunSolve will be provided to software support customers in our Personal AnswerLine, AnswerLine, and Software Update Service programs. Do they receive the SunSolve CD automatically? When will the first CD be delivered? A. SunSolve CDs will ship automatically. Customers do not need to order it or make modifications to their support agreement to receive it. The first CD will ship in July and updates will ship quarterly, thereafter. Additionally, these customers may have access to SunSolve Online, which is an online version of the SunSolve CD. SunSolve Online is accessible via modem and replaces our old online service which was called the Online Support System (OSS). SunSolve Online password and login instructions are identical to the customers' current OSS password and login instructions. Q. Sun HelpDesk will be provided to SunPartner Maintenance Manager & Co-op I/II service partners. Do they receive it automatically? A. Yes. A CD will be shipped automatically in July and quarterly updates will be provided thereafter. Q. Are SunSolve and Sun HelpDesk available to customers who are not on a service contract or who are not a Sun service provider? A. No. SunSolve is available only to the customers mentioned above. The same is true for Sun HelpDesk. This is one of the many special benefits for customers who subscribe to Sun's service programs. US PRICING AND ORDERING INFORMATION ----------------------------------- SunSolve is available, at no additional charge, to customers participating in the following service programs: - Personal AnswerLine - AnswerLine - Software Update Service Sun HelpDesk is available, at no additional charge, to service providers participating in the following service programs: - SunPartner Maintenance Manager - SunPartner Co-op I - SunPartner Co-op II If you do not currently participate in the service programs mentioned above but would like to subscribe now, please refer to the End User and Reseller price lists for ordering and pricing information. ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ For information send mail to info-sunflash@sunvice.East.Sun.COM. Subscription requests should be sent to sunflash-request@sunvice.East.Sun.COM. Archives are on solar.nova.edu, paris.cs.miami.edu, uunet.uu.net, 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@sunvice.East.Sun.COM. (305) 776-7770.