Specifications

Service and Support
Support Programs
The SunSpectrum
SM
program is an innovative and flexible service offering that allows customers to
choose the level of service best suited to their needs, ranging from mission-critical support for maximum
solution availability to backup assistance for self-support customers. The SunSpectrum program provides
a simple pricing structure in which a single fee covers support for an entire system, including related
hardware and peripherals, the Solaris
TM
Operating Environment software, and telephone support for Sun
TM
software packages. Customers should check with their local Sun Enterprise Services representatives for
program and feature availability in their areas.
SunSpectrum program support contracts are available both during and after the warranty program.
Customers may choose to uplift the service and support agreement to meet their business needs by
purchasing a SunSpectrum contract. For more information on the SunSpectrum program offerings refer to
the following URL: http://www.sun.com/service/support/sunspectrum/index.html
The three levels of SunSpectrum support contracts available for the Sun StorEdge L25 and L100 libraries
are outlined below.
Program Description
Mission-Critical
SunSpectrum Platinum
SM
Support
Designed to support client-server, mission critical solutions by focusing
on failure prevention, rapid recovery and year round technical services
planning. Support is provided 24 x 7.
Business-Critical
SunSpectrum Gold
SM
Support
Includes a complete package of proactive and responsive services for
customers who require maximum uptime for their strategic business-
critical systems. Support is provided 24 x 7.
System Coverage
SunSpectrum Silver
SM
Support
Combines the service expertise, responsive on-site support and technical
support by telephone and SunSolve
TM
CD/on-line services. Support is
provided 8 a.m. to 8 p.m. Mon. through Fri.
Warranty
The standard warranty for the Sun StorEdge
TM
L25 and L100 tape libraries are one year, next business day
on-site. Visit the warranty website at:
http://www.sun.com/service/support/warranty/ for
more information on Sun hardware warranties.
Bundled Installation — Sun StorEdge L100 Library Only
Installation services are included with the Sun StorEdge L100 base library sale. (L25 customers can have
the product installed by Sun Service on a time and materials basis)
Installation is coordinated as part of the overall Service Notification Process. All installations must be
performed by Quantum-SSG or a Quantum-SSG authorized service provider.
Just the Facts May 2003 35