On Apr 18, 9:22 am, John wrote:

>
> May I ask you for any comments, your experiences with support given by
> Sun? Any information is appreciated, it may help me with choosing
> company which will provide me the IT infrastructure.

People will badmouth them of course, and I think they are not as good
as they were as lots of people got laid off etc. However my experience
(this is for contract support) is that their main problem is that they
will lose track of what systems & contracts you have with gleeful
abandon. The solution to this is to make sure that you *know* what
you have and what is on support and to be willing to be absolutely
definite to them that a box is on support. That being done, then they
are actually pretty good at fixing things, and they do generally
understand that you need boxes to be running etc: they are up to the
"we have a 4 hour window to fix this box starting at 3AM thing" (if
Software is harder of course. All this is by comparison with various
other vendors I've dealt with, who typically are worse (although often
better at knowing what kit you have).

Sunsolve is going through a grim patch and I hope they do something
about that, docs.sun.com likewise. The patch tools are a horror, but
PCA is good and free: I hope that Sun at some point realise that they
need to just pay the PCA person some consultancy and provide PCA as a
Sun-supported offering.

--tim