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                                                        The Florida SunFlash

                    SunSolve and Sun HelpDesk

SunFLASH Vol 44 #7					         August 1992 
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 ****************************************************************************
 * 									    *
 *  - SMCC announces two new products:					    *
 * 	   - SunSolve (TM)						    *
 * 	   - Sun HelpDesk 						    *
 * 									    *
 *  - These products provide access to Sun service information such as:     *
 *	   - common Sun workstation questions and answers		    *
 * 	   - symptoms and resolutions					    *
 *         - bug and patch descriptions					    *
 *	   - technical bulletins					    *
 *         - optional integration with AnswerBook(TM) documentation	    *
 *         - and more...                                                    *
 *    Sun HelpDesk also includes:                                           *
 * 	   - an escalation tool to obtain backline support from Sun         *
 *         - documentation on how to set up and maintain a help desk        *
 *                                                                          *
 *  - SunSolve is provided to Personal AnswerLine(SM), AnswerLine(SM),      *
 *    and Software Update Service software contract customers:	            *
 * 	   - CD-ROM version is updated & shipped quarterly	            *
 * 	   - electronic version, called SunSolve Online, can be             *
 *             centrally accessed via modem and is updated nightly          *
 *  									    *
 *  - Sun HelpDesk is provided to service partners on SunPartner            *
 *    Maintenance Manager, and Co-op I/II programs:                         *
 * 	   - CD-ROM version is updated & shipped quarterly		    *
 *									    *
 ****************************************************************************


Sun Microsystems Computer Corporation (SMCC) is introducing two new
products:  SunSolve(TM) and Sun HelpDesk.  These products are designed
to help Sun users become more productive by getting solutions to
problems quickly.

SunSolve
--------
SunSolve provides access to service information such as common Sun
system questions and answers, symptoms and resolutions, bug and patch
descriptions, technical bulletins, as well as optional integration with
Solaris AnswerBook(TM) documentation.  SunSolve is available on
CD-ROM and, in most countries, available electronically via a modem.

SunSolve software utilizes the OPEN LOOK(R) graphical user interface so
it's intuitive and easy to use.  Customers can resolve a problem
quickly right at their workstations by typing in a problem description
and pressing a button--SunSolve will find the available solutions in
the various service information databases.

SunSolve will be distributed to Sun's software support
customers--Personal AnswerLine(SM), AnswerLine(SM), and Software Update
Service--as an added value to their existing support contract.  The first
SunSolve CD will be shipped to software support customers in early
July.  And, updated CDs with the most current service information will 
be shipped quarterly.

Sun HelpDesk
------------
Sun HelpDesk allows service providers to set up their own help desks to
better support their customers.  Sun HelpDesk software is a superset of
SunSolve--that is, HelpDesk software includes all the features of
SunSolve plus an escalation tool called the TechEscalator.
TechEscalator may be used by the service provider to get backline
support from Sun when a solution is not available in the service
information databases.  Additionally, the Sun HelpDesk product includes
documentation on how to set up a help desk, handle service requests in
the Sun environment, and maintain a help desk.  Sun HelpDesk is
available on CD-ROM and is updated quarterly.

Sun HelpDesk will be distributed to Sun's service partners who
participate in the SunPartner Maintenance Manager and Co-op I/II
service programs.  The first Sun HelpDesk CD will be shipped to these
partners in early July.



FEATURES AND BENEFITS
---------------------

SUNSOLVE Feature 		Benefits
----------------                --------
Technical solutions           * Lets customers access an extensive 
developed by Sun experts        database collection of service 
				information including symptoms & 
				resolutions, bug & patch descriptions,
				technical bulletins, and more
			      * Optional integration with AnswerBook
				documentation


Comprehensive toolset to
access solutions, including:

--SearchTool		      This tool:
			       * Searches for single key word or string
			       * Can search through any or all available
				 databases
			       * Performs sophisticated Boolean searches
				 to narrow the search to just the 
				 information needed.
			       * Lets customers save often-used search
				 instructions to a file

--DocViewer 	   	      This tool:
			       * Lets customers view exact replicas of 
			         hard copy service documentation like
				 the Software Technical Bulletin
			       * Prints documents in a variety of formats
			       * Prints to files


Easy-to-use OPEN LOOK 	       * Employs a simple, familiar graphical
interface			 user interface
			       * Provides buttons and pull-down menus
			       * Makes online help available


Delivered on CD-ROM	       * Easy to install
			       * Sturdy and reliable
			       * Flexible installation options 
			         let customers save hard disk space


Updated regularly	       * Ensures that customers have the most current
				 support information
			       * SunSolve CD is updated & distributed quarterly
			       * SunSolve Online (which is electronic
                                 access to SunSolve service information
				 via a modem) is updated nightly

	
Since SunSolve is a subset of the Sun HelpDesk, all the
features/benefits mentioned above apply here.

SUN HELPDESK Feature 		Benefits
--------------------            --------
Access to Sun experts        This tool:
via the TechEscalator          * Features automatic electronic mail
                                 problem escalation to Sun engineers
				 for backline support


Complete help desk  	       * Provides instructions on how to handle
documentation			 service request in a Sun environment
			       * Helps service provider establish, 
				 operate, and manage their help desk



HARDWARE AND SOFTWARE CONSIDERATIONS
------------------------------------
SunSolve and Sun HelpDesk require a Sun SPARCstation system with
SunOS 4.1.1 or higher 4.x-based OS, running OpenWindows 2.0 or higher.  

These products have flexible installation options:  "minimum",
"intermediate", and "full".  Full installation writes all application
software and service information databases to the system disk and
requires about 125 MB.  Minimum and intermediate options write the
application software to the disk, and will access the service
information databases from the CD-ROM.  Minimum and intermediate
require approximately 8MB and 50 MB of system disk space,
respectively.

In the U.S., SunSolve Online is capable of accepting connections to
9600 baud from Hayes-compatible modems and 19200 baud from Telebit
modems in PEP mode.


QUESTION AND ANSWERS
--------------------

Q.      Why is Sun introducing SunSolve and Sun HelpDesk?  

A.      Because our customers want easy access to support solutions and
	these products give them maximum flexibility to get those
	solutions.  Now, customers have immediate, round-the-clock
	access to solutions developed by Sun experts--the industry's
	best UNIX support people.  Customers don't even have to leave
	their workstation to get answers.

	Customers will continue to contact Sun when they need help.
	These products enhance, not replace, our existing support
	programs.


Q.      Are these products only for highly sophisticated, "techy"
	customers?  Will commercial accounts benefit?

A.      Both technical and commercial accounts will benefit because both
	want to keep their Sun systems up-and-running so they can keep
	their companies productive.   SunSolve and Sun HelpDesk are
	very easy to use.  With the OPEN LOOK graphical user interface
	and a built-in help facility, it's simple for the customer:
	they type in a problem description, press a button, and read
	the solution.  All this power, right at the customer's
	workstation.
 

Q.	You say that Sun HelpDesk software includes all the features of 
	SunSolve.  What do you mean?

A.	SunSolve is a subset of Sun HelpDesk.  SunSolve software has
	two tools:  "SearchTool" for finding solutions in the service
	information databases and "DocViewer" for onscreen viewing of
	documents.  Sun HelpDesk software includes these two tools plus
	an escalation tool called the "TechEscalator".


Q.      What do you mean when you say SunSolve includes "optional
	integration with AnswerBook documentation"?  Does the SunSolve
	CD-ROM contain AnswerBook documentation?

A.      No.  The SunSolve CD-ROM does not include AnswerBook
	documentation.  But, if you have purchased AnswerBook and it is
	installed on your system, you can use SunSolve software to
	access and search for information in the AnswerBook
	documentation database.
   

Q.      SunSolve will be provided to software support customers
	in our Personal AnswerLine, AnswerLine, and Software Update
	Service programs.  Do they receive the SunSolve CD
	automatically?  When will the first CD be delivered?

A.      SunSolve CDs will ship automatically.  Customers do not need
	to order it or make modifications to their support agreement to
	receive it.  The first CD will ship in July and updates will
	ship quarterly, thereafter.

	Additionally, these customers may have access to SunSolve
	Online, which is an online version of the SunSolve CD.
	SunSolve Online is accessible via modem and replaces our old
	online service which was called the Online Support System
	(OSS).  SunSolve Online password and login instructions are
	identical to the customers' current OSS password and login
	instructions.


Q.      Sun HelpDesk will be provided to SunPartner Maintenance Manager
	& Co-op I/II service partners.  Do they receive it automatically?

A.      Yes.  A CD will be shipped automatically in July and quarterly
	updates will be provided thereafter.


Q. 	Are SunSolve and Sun HelpDesk available to customers who are 
	not on a service contract or who are not a Sun service provider?

A.  	No.  SunSolve is available only to the customers mentioned
	above.  The same is true for Sun HelpDesk.  This is one of the
	many special benefits for customers who subscribe to Sun's
	service programs.



US PRICING AND ORDERING INFORMATION
-----------------------------------
SunSolve is available, at no additional charge, to customers
participating in the following service programs:
	- Personal AnswerLine 
	- AnswerLine 
	- Software Update Service  

Sun HelpDesk is available, at no additional charge, to service
providers participating in the following service programs:
	- SunPartner Maintenance Manager
	- SunPartner Co-op I
	- SunPartner Co-op II


If you do not currently participate in the service programs
mentioned above but would like to subscribe now, please refer to the
End User and Reseller price lists for ordering and pricing
information.

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
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Archives are on solar.nova.edu, paris.cs.miami.edu, uunet.uu.net,
src.doc.ic.ac.uk and ftp.adelaide.edu.au

All prices, availability, and other statements relating to Sun or third
party products are valid in the U.S. only. Please contact your local
Sales Representative for details of pricing and product availability in
your region. Descriptions of, or references to products or publications
within SunFlash does not imply an endorsement of that product or
publication by Sun Microsystems.

John McLaughlin, SunFlash editor, flash@sunvice.East.Sun.COM. (305) 776-7770.

TRACE: To: sunflash@housun.Central Errors-to: owner-sunflash@housun.Central.sun.com