---------------------------------------------------------------------------- The Florida SunFlash Sun Microsystems Computer Corporation Introduces On-Line Support Products SunFLASH Vol 43 #x July 1992 ---------------------------------------------------------------------------- Products Help Users Be More Efficient, Establish In-House "Help Desks" MOUNTAIN VIEW, Calif. July 20, 1992 Sun Microsystems Computer Corporation (SMCC) today introduced two products designed to make using and supporting Sun TM workstations even easier. SunSolve TM is a new software product that gives Sun SPARCstation TM users instant on-line access to service information such as technical bulletins and problem/resolution databases. Sun HelpDesk is a service product that assists Sun resellers who deliver support through the SunPartners service programs in setting up their own help desks, so that they can support their users more efficiently. "As businesses become increasingly reliant on computer systems to get the job done, the responsibility for keeping those systems up and running becomes more complex and demanding," said Bill Cote, vice president of worldwide customer support for SMCC. "The combination of SunSolve and HelpDesk simplifies service tasks, giving Sun customers and resellers unprecedented control over their organization's ability to support their users 24 hours a day, seven days a week." SunSolve Offers Customers Efficient Problem-Solving Options Available on a single CD-ROM, SunSolve contains an extensive database of system problem symptoms and resolutions as well as bug/patch descriptions. SMCC has based the SunSolve CD on the questions most commonly asked of technical support experts in Sun's answer centers. SunSolve is based on the OPEN LOOK graphical user interface, making it easy for users to find answers to their problems quickly right from their own workstations. To use SunSolve, users simply type in their hardware or software problem using a word or a string of characters. They then click on a mouse button and the appropriate solutions appear. Using a comprehensive set of tools, users can also find SunSolve solutions through key word searches and to view replicas of hard copy documentation. Other features include pull-down menus and help buttons. In addition, customers who use Sun's on-line AnswerBook TM system documentation database can access it with SunSolve. SunSolve CDs will be updated quarterly to provide users with the most current support information. SunSolve is also available as an online help facility. "SunSolve Online" is an easy-to-use dial-up information service that is updated daily. "SunSolve is significantly better than what most other vendors offer," said John Mangrich, UNIX technical support specialist, Office of Academic Computing, University of California at Irvine. "SunSolve allows me to look through problems that others have reported and stay up-to-date with the latest solutions. With the on-line version, I simply dial up, find my solution and order a software patch for next-day delivery. If the patch is small enough, it is electronically mailed to me in less than an hour." Resellers Create In-House "Answer Centers" With HelpDesk Sun HelpDesk is a service product created for resellers who deliver support directly to users through Sun's SunPartners reseller service programs. HelpDesk includes all of the features of SunSolve and provides resellers with the tools, support and documentation they need to establish in-house help desks that give users quick access to technical solutions for common system problems. One of these tools is TechEscalator, a feature that lets HelpDesk users access Sun's support engineering staff directly over electronic mail to receive back-line assistance when a solution is not available through the SunSolve information databases. SunSolve and SunSolve Online are available immediately as part of current software contracts to Sun software support customers worldwide. Sun HelpDesk is available as part of current contracts set up with resellers in the SunPartners reseller support programs. Press Relations: Kim Miller 415/336-7583 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 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.