Sun Microsystems Support
  Service mission/target market
Sun's "Open Service" strategy is to deliver the best service and support
solutions through an alliance of Sun, Sun partners, and self-
maintenance.  However, the identity of the service provider is
transparent to the customer and is always presented as direct from Sun.
The biggest areas of service partnering is in hardware service and
education support.  Network and software support is more often delivered
directly by Sun engineers, or as a team of experts that include Sun
engineers and engineers from network partners.  This paper focuses on
network support services.  Additional support offered by Sun includes:
o Standard support service
o Comprehensive support service
o Onsite support
o Software support service
o Installation
o Phone support
o Access line to diagnostic software
o Consulting

Services offered
o Network support services
This service falls under Sun's professional and educational services
portfolio.  SunStart Net offers a standardized network startup program
for new and upgraded systems.  SunStart Net service includes network
design, planning, and installation.  Under this program, Sun field
engineers manage the custom installation of the network by procuring
network components, installing and certifying the physical network
cables and components, and contracting with third-party installers and
vendors.
  Sun provides network administrator coaching through its Systems
Consulting Services.  Sun System Consulting Services include network
configuration and multivendor inter-networking.
  Courses that involve networks are Managing Your Network, Network
Application Development, and Sun Workstation Installation and
Networking.
  Education is available for end users, application programmers,
hardware maintenance, systems programmers, and graphics programmers.
Courses are available at Sun locations or at the customers facility.

o SunService 2000
Sun recognizes the need to offer direct onsite support for many
SPARCcenter 2000 commercial customers.  SunService 2000 provides 24x7
hour onsite service with customized SE training and support.  Sun said
this level of support will be available in selected areas but did not
specify the exact geographic area.

o Sun Integration Service
Along with SunService 2000, Sun also recognizes the need to provide
direct system integration service to many key accounts.  Traditionally
Sun relied on third parties like Andersen Consulting and EDS to be the
prime contractor but Sun now has found a small group of professionals to
take primary responsibiity when necessary.

Service delivery
Sun has strategic support partnership agreements  with over 500
technical/network (consulting) engineers delivering network support
services.

From Selling Against the Competition Competitive Binder, 5091-6465E,
  9301
Associated files:  sunspt.doc,
Sun Microsystems Support