Norstore:Support-SUN
From Vd
SUN support calls shall be performed the following way (ref Routines for calling SUN support).
Contents |
Case registration
Step1: Register the failure
Open a case in the NorStore RT queue in NOTUR RT
- The subject should be: hw-case norstore-uio [serial-no]: disk failure
- Assign the ticket to a qualified person (i.e. you)
Step2: Tag the failure
When you have a RT ticket number:
- Tag the faulty disk (blinking lamp) with a yellow postit clearly showing the RT-ticket number, this way all can see that the case is being tended
Step3: Report the error
- Between 08 - 20 (?) call SUN on phone number 23053333
- or:
- Send mail to: hotline@norway.sun.com
- or:
- Use the web page: http://www.sun.com/osc
- The later approach is only available after creating a mysun account, see: http://mysun.sun.com/
Note1: You must have the contract number ready, you can find (some of) those in the hardware list.
Note2: If it is a severe problem, state that it is a priority 1 problem!
SUN has a problem-solution database: SunSolve. You have to register a mysun account to get access to this information.
- Sales-representative at Sun: Finn Dahl
- Contracts-representative at Sun: Rolf K. Høystad
- Use the unix-drift@usit.uio.no mail list to get in contact with storage-core
Step4: Register the call number
The feedback from SUN will be a call number, add this to the RT-case in addition to other potentially useful information.
Motivation
By loggin all cases:
- We stand stronger if we need to confront the vendor after a time due to poor harware or support quality
- We ease the task of reporting to NorStore/UNINETT Sigma
- We ease the task of writing a end report of the first phase of the project in a 5 years time, at a time when perhaps different people will be involved in the operations of the project