Try Member Support Center, the next generation OSC experience, to help prevent potential outages and security issues before they impact your operations.
We want to help you upgrade your experience, this FAQ provides some getting started tips for transition. You can also access the the contracted forums for Member Support Center by going to:
| How do I get started ? |
As with all new releases there is some steps to take to get transitioned:
Step 1 - Complete this template. This tells us some basic information about yourself and how you purchased you contract from Sun.
Step 2 - Sun will review your request and if your company is already established, we will direct you to your primary user in your company to get going.
Additional Steps:
Step 3 - If needed Sun will contact your company to find out who should be the individual responsible for managing the online user accounts for your employees. Once this person is identified, Sun will notify this user to come and register.
Step 4 - Primary User Approval
Sun will approve the first primary user for each company. From then on that individual will manage the access, and can request users to register as Primary or Business or Knowledge Users and they will approve the users access. When needed the Primary User will also approve Contract Viewing Enrollments if you need to view Contracts online.
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| What if I only want access to knowledge and patches? |
You can still go through the process for access to the Member Support Center and the same Sun Online Account (your user name) and password will work for both Member Support Center or SunSolve. If you follow this process you will have access to ALL the entitlements and contracts your company as purchased.
OR
You can go directly to SunSolve and login and associate one or more contracts. This process is simple but you ONLY get the entitlements for the contracts you are associating to your self. In effect you only get a subset of what you should have access to. |
| When I go to register, what information do I need? |
In the old Online Support Center it was all about linking yourself as a contact to the Contract, when you register for Member Support Center it will ask you to select a type of User you want to be and then you enter your Party Number.
Your party Number will be supplied to you by Sun if you are the Primary User. Or if you are a user your Primary User will give you this information. |
| Will I be able to view my old Cases? |
You can only view old cases in OSC until October 30th, 2009. Once OSC is turned off you will no longer have access to Cases created in the legacy system.
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| Will Sun transition my old Cases into the new system so I can see my complete history of Issues? |
Sun is not migrating old cases to the new system. |
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Comments (3)
Sep 22
jcorreia says:
I have tried the Member Support Center (MSC) but it will not let me create a Ser...I have tried the Member Support Center (MSC) but it will not let me create a Service Request. The information from the installed base for the system that needs the service is not populated into the new Service Request. I have reviewed the online help to no avail. The California State University, East Bay has tried to adopt the MSC for service requests since it was offered for early adopters with no satisfactory result. We have always fallen back to the legacy Online Support Center or the phone to initiate service requests.
Having been involved with using Sun support services since 1995, I am really disappointed with the MSC and its lack of user friendliness.
Sep 23
sysglen says:
My most resent experiences suggest that the MSC can be useful for hardware probl...My most resent experiences suggest that the MSC can be useful for hardware problems but when it comes to software if you need timely help - don't open the SR using MSC, use the phone. I almost always get trainees when I create the SR with MSC and sometimes it takes weeks.
I've been supporting Sun for about 5 years so I don't know what support was like during the golden years, but I have recently exchanged email with several Sun support personal who describe the current situation as "frustrating". The impression I got was that they (at least) are doing what the can to improve things.
have a good day,
Glen
Oct 06
Miriam_at_Sun says:
Great point, it was an out of the box product which Sun Executives would not all...Great point, it was an out of the box product which Sun Executives would not allow the Sun business teams to really improve.
The legacy Online Support Center is being turned off from October 30th, 2009.
From then you can log SR via serial numbers via SunSolve.
Sun is trying to improve the Software SR experience.