Re: [osol-discuss] Solaris 10 - no longer free

[Mike DeMarco]

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                i. Customer Replaceable unit: parts exchange only (CRU fee no
                   longer applicable)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
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