Email Center Partner Guide[1]

Click to edit the title text format

Presenter’s NamePresenter’s TitlePresenter’s Company

Email Center for PartnersUser Guide

February 4, 2009

Sun Confidential:Sun Employees and Authorized Partners 2

Overview - Email Center for Partners• The Email Center for Partners enables a Sun Partner Advantage

Co-Deliver Partner the ability to log a service request on behalf of their customer – The Member Support Center (MSC) currently requires the service requestor be the install base owner (End User Customer)

• The Email Center provides the following capabilities:> Service Request Create, Update and Summary

• Accessible through the Sun Partner Exchange (SPE) InfoPartner application and the Sun Partner Advantage (Sun PA) Portal

• There is no requirement to register for the Member Support Center (MSC) to use this facility, but users will need to have an SPE InfoPartner account [See Appendix]

Sun Confidential:Sun Employees and Authorized Partners 3

Access Requirements and Expectations• Requirements:

> A Sun Online Account (CWP ID) and access to InfoPartner available on Sun Partner Exchange (SPE) [See Appendix for more info]

> A valid Sun Serial Number or Item Instance under an active support contract

• Expectations:> This service is based on the Simple Mail Transport Protocol (SMTP)

and is subject to the limitations of using email> All service request transactions will result in an email sent to the

submitter – which takes approximately 5-10 minutes> Report functional errors to: [email protected]

> If you see null text fields, please log out of SPE and clear your browser's cache

> There may be service request failures for valid contracts (e.g. duplicate serial numbers). You will need to call your local Sun Solution Center: http://www.sun.com/contact/support.jsp

Sun Confidential:Sun Employees and Authorized Partners 4

• Accessing through Sun Partner Exchange (SPE)1)Login to SPE at https://spe.sun.com2)Click the 'InfoPartner' link3)Click 'Accept' button4)Click 'Service Requests for SPA Co-Delivery

Partners' in the Important Links section5)Select a language from the drop down menu

• Accessing from the Sun PA Portal [See Appendix]1)Login to the https://portal.sun.com2)Click 'Co-Delivery Programs' link from the Tools

section3)Click the link in the 'End User Support' section near

the bottom of the Sun Partner Advantage Co-Delivery Programs page

4)Log into SPE (if inactive SPE session)

Email Center Access Instructions

Sun Confidential:Sun Employees and Authorized Partners 5

Service Request Access from SPE

Sun Confidential:Sun Employees and Authorized Partners 6

Service Request Languages

Supported languages are: English, French, German, Japanese,Korean, Polish, Portuguese, Spanish, Simplified Chinese

Sun Confidential:Sun Employees and Authorized Partners 7

InfoPartner Service Request

There are three actions that can be performed: Create a ServiceRequest, Update or obtain a Summary. The result of a requestis emailed to the submitter and takes approximately 5-10 minutes.

Sun Confidential:Sun Employees and Authorized Partners 8

Service Request Create Part 1

Sun Confidential:Sun Employees and Authorized Partners 9

Service Request Create Part 2

Note: First Name, Last Name and Email Address are automatically populated as English-Only Fields

Sun Confidential:Sun Employees and Authorized Partners 10

Service Request Automated Response

Dear [email protected]

Thank you for using Sun's automated Service Request Creation service to create a Service Request for your customer.

Your Service Request Reference Number is 70181496. Please use this Reference Number in all communications with Sun regarding this incident.

With Best RegardsSun Services Team

An email will be sent to the Primary Contact's email addresssignifying success or failure of a Service Request

The Service Request Reference Number provided will be used for future inquiries

Sun Confidential:Sun Employees and Authorized Partners 11

Service Request Automated ResponseDear [email protected]

Thank you for using Sun's automated Service Request Creation service to create a Service Request for your customer. Unfortunately in this case, we were unable to recognise the Serial Number / Item Instance Number (TN521410911234) that you submitted.

Please check the number again, and resubmit the request with the correct number. If the number was correct, please call into your local Sun Service Solution Centre.

With Best RegardsSun Service Team

Failed Service Request Creation

You will need to call your local Sun Solution Centerhttp://www.sun.com/contact/support.jsp

Sun Confidential:Sun Employees and Authorized Partners 12

Service Request Update

Only the Primary or Secondary contacts listed duringService Request Creation can provide an update

Sun Confidential:Sun Employees and Authorized Partners 13

Service Request Summary

Sun Confidential:Sun Employees and Authorized Partners 14

Service Request Summary Report

Sun Confidential:Sun Employees and Authorized Partners 15

Appendix

Sun Confidential:Sun Employees and Authorized Partners 16

Establishing a Sun Online Account (CWP ID)

Log onto https:/portal.sun.com and click on Register

Sun Confidential:Sun Employees and Authorized Partners 17

Establishing an SPE InfoPartner Account

Register for InfoPartner access by loggingonto SPE (https://spe.sun.com) using yourSun Online Account login (CWP ID)

Sun Confidential:Sun Employees and Authorized Partners 18

Service Request Access from SPA Portal

Select Co-Delivery Programs from the Tools section.

Sun Confidential:Sun Employees and Authorized Partners 19

Service Request Access from SPA Portal

The Service Request link is located at the bottom of theSun Partner Advantage Co-Delivery Programs page.