Docs.sun.com Blog

On April 8th, 2008 the Proactive Services Team led by Felix Fraters announced the roadmap for the Service Delivery Tools Suite, which is the answer to proactive / reactive service delivery to our connected as well as disconnected customers. The long term plans' to tentatively occur in Q3/FY09 – Q4FY09, most substantial element are the components of C2S2 (Contained Customer Support Suite).

• A product suite developed by support services to assist the contained customer and Sun-badged personnel acting as an on-site support staff perform proactive as well as reactive service delivery.
• Provides these disconnected customers and staff with critical functionality that is readily available to the connected customer with network connectivity outside of their own four-walls.
• Enables a one-stop solution which complies to the customer's own security constraints.
• Provides internal knowledge store and tools to adequately support systems and software.
What makes a disconnected customer disconnected? There are varying degrees of disconnected, some of the properties are:
• No external network connectivity back to Sun.
• No outbound transference of digital media
• Inbound transference of digital media is highly controlled physical process (sneaker-net)
• Internally networks of varying security levels are supported and maintained seperately.
• Enormous number of Sun servers supported in these environments.
• Security is paramount to protect the information contained on these mission systems.
What are the elements of C2S2?
• Management Center
• Product Telemetry Processing
• Support Knowledge Store
• Documentation
• Software
• Entitlement Reporting
We are taking Sun to the customer in C2S2!
Posted by Susan Kober @ 01:52 PM PDT