Subject: SUMMARY: How can I get my support contract going?

From: Greg Jumper (
Date: Mon Dec 07 1992 - 18:37:32 CST

I recently asked how I could start reliably receiving software updates and
Software Technical Bulletins through our Sun support contract (AnswerLine in
our case).

Most people, including a former long-time Sun employee, agree that software
distribution is a sore spot with Sun and that the most successful method for
insuring that you get your updates is to keep pestering Sun. Some people
indicated that, once you finally get things rolling, the distribution process
seems to run pretty smoothly.

Respondents agreed that we *should* still be receiving hardcopy STBs monthly,
independently of the quarterly SunSolve CD.

There appears to be no "magic bullet," other than persistence, which will get
your updates and support documents coming reliably. One person suggested
getting in touch with the "regional contracts manager," while another said
that each local office has the following three individuals, each of whom can
see that specific problems get corrected:

     Customer Service Manager
     Stategic Account Manager
     Customer Service Administator

although the final one (the "CSA") will normally be the one to actually
correct the problem.

Much thanks to the following people for taking the time to respond to my

     bernards@ECN.NL (Marcel Bernards)
     Steve Elliott <>
     Graeme Wood <> (Birger A. Wathne)
     Mr T Crummey (DIJ) <>
     Alain Brossard EPFL-SIC/SII <>
     Mei-Tien Hsing <70314.1255@CompuServe.COM>
     Mike Raffety <> (Robert McGraw)
     Paul O'Donnell <>
     Christian Lawrence <> (Elmar Kurgpold)

Thanks again to the list for its usual helpful nature.


Greg Jumper TRW Signal Processing Facility

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