Note to visitors
This wiki page for SunSolve is just getting started, there is obviously a lot of foundation content to add so as to make this wiki useful to everyone. We will try our best to add more and more foundational content over the next several weeks. Thanks for your patience. SunSolve Business
 | Useful Information
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Table of Contents
Planned Outages or Maintenance Work affecting SunSolve users - [UPDATED] Planned maintenance affecting SunSolve, etc. users on 19 April 2008
Partners Resellers Distributors - Need help on whats changed on SunSolve then read this page
FAQs
Changes in 2008
Changes in 2007
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There's a real problem that needs to be addressed: This SunSolve site seems to be beyond the reach of support people at 800 USA4SUN to resolve issues with:
1. I have a new contract for Solaris patches, but when I try to associate the contract number with my SunSolve ID (broe9), this web site says it is an unrecognized contract number, hence I cannot download the patches.
2. The contracts system is brand new, and is producing contracts that start with 'US' as opposed to 'NK', which may have something to do with why the sunsolve site doesn't accept my new contract number.
3. Emails to sunsolve@sun.com have gone unanswered.
4. There appears be no way to reach people at SunSolve directly.
5. When support at 800 USA4SUN contacts SunSolve, apparently the SunSolve people insist that I must go through the web site to get the patches; there is a rule that patches cannot be downloaded and placed on FTP sites.
The net result is that I cannot get the patches that I paid for, and no one has been able to solve the problem. I have been trying to get the Recommended and Security Patch for Solaris 9 (sparc) for OVER A MONTH NOW. Can anyone help resolve this deadlock?
Thanks,
Brian Roe
broe@veriscape.com
505.663.4036
We apologize for your recent aforementioned experience trying to get support for your SunSolve issue. As you may or may not be aware, based on customer input, Sun is currently upgrading its online support site (which includes some back-end systems). Unfortunately the upgrade is not yet complete, and so Sun, its employees, partners, and customers are still in a "transition phase" between the old and new systems, which unfortunately has led to the problems you experienced. Again, we apologize and thank you for aforementioned feedback, which allows us to address the issues.
Please kindly refer to the FAQ section on this wiki, specifically:
About SunSolve Help and Support...
Q1. I am having problems trying to use SunSolve, and I do not see an answer to my question/issue posted on the wiki or in the FAQ. How do I contact Sun for SunSolve support?
Currently, the best way to contact SunSolve support directly is to click on the SunSolve Feedback link located on the right hand side of any SunSolve page.
Also, please look for messaging on SunSolve here soon for people interested in participating in the Early Access program for the new Member Support Center. For more information, please visit: http://wikis.sun.com/display/SSMSC
and/or follow up with your local Sun Sales Representative.
Again, we apologize for your recent experience with the support people behind 800 USA4SUN. We are working to improve the training of the individual(s) who were not aware of how to route your call/issue directly to the SunSolve Support Team.