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                                                        The Florida SunFlash

                    SUNERGY Newsletter Part 2

SunFLASH Vol 40 #3					          April 1992 
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*2*  Submitting Bugs and Email Service Calls to Sun  *
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All Sun customers should use their local Sun Answer Center to submit
bug reports.  Reports can be made either by a phone call or by
electronic mail.  Customers holding Sun support contracts will receive
a specific follow-up.

Sun customers not holding software service contracts can contact
their local Answer Center to report a problem and request support
on a Time and Materials (T&M) basis.  In this case, customers will
need to provide a Purchase Order (PO) number at the time of the
call.

To help us serve you better, please include the following
information with all electronic mail reports.

 [] Your name

 [] The name and address of your organization

 [] Your Sun site code, if available

 [] Your workstation model and serial number

 [] The software release(s) you are running

 [] A description of the problem that you are experiencing

 [] Please DO NOT submit bugs to sun!onlinebugs-db

Local country phone numbers, addresses, and other country-specific
information regarding bug reports is listed below.

SUBMITTING SOFTWARE BUGS IN THE U.S. AND CANADA

For U.S. customers, (800) USA-4-SUN is the best method to report
bugs. Canadian contract customers should report bugs to the local
support center.

The electronic mail address sun!hotline is available for U.S.
customers to submit materials that are difficult to relay over the
phone. Canadian customers should use hotline@Canada.sun.com.

The Online Bugs Database (OBD):

Whenever possible, customers should use the Online Bugs Database
(OBD) before submitting bugs, to avoid resubmitting an already-
known bug.  The information available through the OBD is updated
during the first week of each month. As a result, you receive the
most timely information available on open known bugs and temporary
workarounds for Sun software in an easily-accessible, online
format.

The OBD provides you with rapid telephone access to the following
information.

[] Software Bug Reference Number--a unique identification number
   assigned to each valid software bug by Sun.

[] Online Bug Synopsis--a one-line summary of the software bug.

[] Bug Description--a brief description of the bug, with examples
   if available.

[] Software release(s) in which the bug was reported

[] Affected configurations

[] Temporary workarounds, where available

To use the OBD, simply dial the telephone number and enter the
system password; both provided in the Online Bugs Database
Reference Manual, part number 812-1001. The login is stb, and the
password is sunizhot. The telephone numbers to use appear below
for your convenience:

 Area Code 415 (USA)          969-7143

 Area Code 408 (USA)    1-415-969-7143

 Other Area Codes (USA) 1-415-969-7143

For those outside the United States, please call your local
support center for information on how to access the OBD in your
area.

The OBD reference manual is automatically sent to the site contact
of all Sun customers holding valid support contracts. The OBD is
available at all hours, except for scheduled updates and
preventive maintenance.

After logging in, you can quickly search the OBD by any one of the
below parameters.

 [] Keyword(s)

 [] Software Bug Reference Number

 [] Software Category (such as kernel, SunINGRES, or Datacomm)

 [] Software Subcategory (such as documentation related to a
    specific category)

 [] Software Release (such as 4.0, 3.5, 3.4, 3.2, 3.0)

Search capabilities can be enhanced by combining several of the
primary search parameters. For example, all release 3.4 NFS bugs
within the network category can be searched. In most situations,
you can locate a particular software bug and its related
workaround within 30 seconds.

To ensure that your OBD use is as efficient as possible, a fast,
easy- to-use Help facility is also provided. Help is available
throughout your OBD session.

SUBMITTING SOFTWARE BUGS IN EUROPE

The European Customer Service office is located at:

         Sun Microsystems Europe, Inc.
         Bagshot Manor
         Green Lane
         BAGSHOT
         Surrey GU19 5NL
         United Kingdom
         Telephone: (44) 276 51440
         Telefax: (44) 276 51287
         Telex: 859017

Individual country Answer Centers are listed below.

   FRANCE

         Service "HOT LINE"
         Sun Microsystems France SA
         La Boursidiere - RN 186
         92357 Le Plessis Robinson Cedex
         France

         Hotline Telephone: +33 1 30 67 50 80
         Telefax: (33) 1 30 67 52 95

         Special Dispatch Arrangements:

         Please provide Dispatch with the following items:
          - System serial number or Contract number
          - Arrangements for Non-Contract Customers:
          - Please provide a valid PO number for billing on a
            Time and Materials (T&M) basis.  Order this support at
            the above address.

   GERMANY

         Hotline
         Sun Microsystems
         Stoerungsannahme
         Am Hochacker 3
         8011 Grasbrunn 1
         Germany

         Hotline Telephone: +49 89 4600 8321
         Telex: 5 218 197 sun
         Telefax: 089/46008-400
         Email Address: {sunuk,unido}!sunmuc!hotline

         Arrangements for Non-Contract Customers:
            Please provide a valid PO number for billing on a
            Time and Materials (T&M) basis.

   ITALY

         Hotline
         Sun Microsystems Italia SpA
         Centro Direzionale Colleoni
         Palazzo Andromeda (Ingresso 1)
         Via Paracelso 16
         20041 Agrate Brianza
         Milan
         Italy

         Hotline Telephone: +39 +39 60551
         Telex: 326423 MBOX SUNITA
         Telefax: 039/6056764

         Arrangements for Non-Contract Customers:
           Please provide a valid PO number for billing on a
           Time and Materials (T&M) basis.

   THE NETHERLANDS

         Sun Microsystems Nederland BV
         Computerweg 1
         3821 AMERSFOORT
         Netherlands

         Hotline Telephone: +31 33 501 313

         Arrangements for Non-Contract Customers:
           Please provide a valid PO number for billing on a
           Time and Materials (T&M) basis.

   SPAIN

         Sun Microsystems Iberica SA
         Plaza Pablo Ruiz Picasso s/n
         Torre Picasso Planta 25
         28020 Madrid
         Spain

         Hotline Telephone: +34 1 55 50 957

         Arrangements for Non-Contract Customers:
           Please provide a valid PO number for billing on a
           Time and Materials (T&M) basis.

   SWEDEN

         Sun Microsystems AB
         Hemvarnsgatan 9
         S-171 54 Solna
         Sweden

         Hotline Telephone: +46 8 764 78 10
         Email Address: hotline@sunswe.se or
          sunswe!hotline

         Arrangements for Non-Contract Customers:
           Please provide a valid PO number for billing on a
           Time and Materials (T&M) basis.

   SWITZERLAND

         Sun Microsystems (Schweiz) AG
         Postfach
         Eschenstrasse 8
         CH-8603 Schwerzenbach
         Switzerland

         Hotline Telephone: +41 1 825 72 72
         Email Address: sunuk!sunswis!hotline

         Special Dispatch Arrangements:
         Provide Dispatch with the following items:
           - Contract number
           - Serial Number

         Arrangements for Non-Contract Customers:
           Please provide a valid PO number for billing on a
           Time and Materials (T&M) basis.

   UNITED KINGDOM

         Sun Microsystems Ltd
         Watchmoor Park
         Riverside Way
         Camberley
         Surrey
         GU15 3YL
         ENGLAND

         Hotline Telephone: +44 276 691 974
         Telefax: 0276 691774
         Special Dispatch Arrangements:
          System serial number or contract number

         Arrangements for Non-Contract Customers:
           Please provide a valid PO number for billing on a
           Time and Materials (T&M) basis.

SUBMITTING SOFTWARE BUGS - INTERCON

   AUSTRALIA

         Hotline
         Sun Microsystems Australia Pty Ltd
         PO Box 320
         Artarmon
         NSW 2064

         Hotline Telephone: (011-61-2) 436-4699, (008) 25-1471
         Telefax: 02 436 1084

         Special Dispatch Arrangements:
           Please provide Dispatch with the following items:
           System serial number or contract number

         Arrangements for Non-Contract Customers:
           Please provide a valid PO number for billing on a
           Time and Materials (T&M) basis.

   NEW ZEALAND

         Hotline Telephone: (4) 499-2344