Critical (Business Week High Availability Support) – for systems service throughout the business week. This program provides 5 x 24 Monday through Friday support with optional spares on-site for high availability applications support.

Elite Plus: (High Availability HW Support and Standard SW Support) – for hardware support, this program provides an on-site engineer within 4 hours, 7 days a week, 24 hours a day to ensure a quick recovery in case of system failure. Software support stays as standard 8 x 5 Monday through Friday telephone support. Bundled pricing only.

Elite (Standard System Support) – for systems and applications in need of standard 8 x 5 Monday through Friday support.

Basic (Self-Maintenance) – for the sophisticated user who can perform the on-site task on their own. This program provides technical support and training, with guaranteed next day parts delivery (if required, on-site spares can be provided).
 

Service Delivery	Critical 1 Plus	Critical1	Elite   Plus4	Elite	Basic
Account Support Features
On-site technical support	X	X	X	X
Telephone technical support	X	X	X	X	X
Customized Consulting Services2	X	X	X	X	X
Training					X
Site activity log	X	X	X	X	X
Solaris Software Support	(Optional)	(Optional)	(Mandatory)	(Optional)	(Optional)
Help Desk	X	X	X	X	X
Spares on-site	(Optional)	(Optional)	(Optional)	(Optional)	(Optional)
Post incident follow-up	X	X	X	X	X
Coverage Hours and Response Times
Help Desk coverage hours	7 x 24	5 x 24	7x24 HW 8am-5pm, M-F SW	8am-5pm, M-F	8am-5pm, M-F
Telephone Technical Support coverage	7 x 24	5 x 24	7x24 HW 8am-5pm, M-F SW	8am-5pm, M-F	8am-5pm, M-F
On-site Technical response	7 x 24	5 x 24, M-F	7x24 HW 8am-5pm, M-F SW	8am-5pm, M-F	Not Applicable
Customer-defined priority setting	X	X	X	X	Option3
Response Times
Urgent (telephone/on-site)	Live Transfer/4 hrs	Live Transfer/4 hrs	Live Transfer/4 hrs	Live Transfer/4 hrs	4 hrs/ N/A
Not-critical (telephone/on-site)	Live Transfer/ Customer Convenience	4/hrs/ Customer Convenience	Live Transfer/ Customer Convenience	4/hrs/ Customer Convenience	4 hrs/ N/A
2-hour on-site response	Option	Option	Option	Option	N/A
Additional Enterprise Services Solution Center technical contacts	Option	Option	Option	Option	Option

General Notes: Not all service levels are available in all major cities worldwide. Up charges may apply for "out of service area" coverage.

¹ additional chargeable services may be required.  For pricing contact Sunrise sales
² a choice of systems and professional services can be quoted separately.
³ 7 x 24 technical support coverage with priority setting is available. 
⁴ Elite Plus is bundled pricing only. HW is covered 7 x 24. SW is covered M - F 8am - 5pm.