You'll be glad you chose Sun when the chips are down! :)
By jimmo on Aug 27, 2004
While there are many technological reasons why you might choose a Sun solution when you make a purchase decision, there is another vital aspect you should also consider. That would be our excellent Support Services and Revenue Product Engineering organisations.
Let's face it, things don't always go to plan. Sometimes things go wrong, maybe even horribly wrong; software defects, hardware failures, configuration issues, performance problems and so on.
If and when you have your "Apollo 13" moment, it's our team you want on the ground working the issues and bringing you home safe.
Our Revenue Product Engineering (RPE) team provides a true 24x7 software defect resolution service to ensure that your enterprise keeps on flying. The RPE team consists of 130+ engineers of the highest calibre whose raison d'etre is to identify and resolve the root cause of the gnarliest software defects you could encounter. No matter how complicated or difficult to diagnose the issue may be, we are here to ensure that you get exactly the right solution; on time - every time.
We work in partnership with our hardware and software services divisions, applying rational troubleshooting techniques derived from Kepner and Tregoe, to maximise your uptime. The phrase "I don't know" is not in our lexicon - we will work tirelessly to ensure that any product defect you might encounter is resolved.
How can I be so confident? Because I've done it. I've been an engineer in the services and RPE teams. I've flown to datacentres around the world to get problems solved! I've admired the diligence and professionalism of my colleagues as we collaborate together to ensure customer issues get a rapid and meaningful response.
Now I'm part of the RPE management team, which includes acting as a duty manager for out of hours calls. I've seen first hand how our entire support infrastructure rallies together to get to root cause - fast! I've been on conference calls with customers where we work the issue, communicate action plans and engage with partners.
So, if you should have that "Apollo 13" moment, you'll be glad you chose Sun.