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Email Center for Partners
User Guide
February 4 !""#
$un Confidential%$un Employees and &uthori'ed Partners !

Overview - Email Center for Partners
The Email Center for Partners enables a Sun Partner Advantage
Co-Deliver Partner the ability to log a service request on behalf of
their customer The Member Suort Center !MSC" currently
requires the service requestor be the install base o#ner !End $ser
Customer"
The Email Center rovides the follo#ing caabilities%
>
Service &equest Create' $date and Summary
Accessible through the Sun Partner E(change !SPE" )nfoPartner
alication and the Sun Partner Advantage !Sun PA" Portal
There is no requirement to register for the Member Suort Center
!MSC" to use this facility' but users #ill need to have an SPE
)nfoPartner account *See Aendi(+
$un Confidential%$un Employees and &uthori'ed Partners (

Access Requirements and Expectations
&equirements%
>
A Sun ,nline Account !C-P )D" and access to )nfoPartner available
on Sun Partner E(change !SPE" *See Aendi( for more info+
>
A valid Sun Serial .umber or )tem )nstance under an active suort
contract
E(ectations%
>
This service is based on the Simle Mail Transort Protocol !SMTP"
and is sub/ect to the limitations of using email
>
All service request transactions #ill result in an email sent to the
submitter #hich ta0es aro(imately 1-23 minutes
> &eort functional errors to% emailcenter-feedback@sun.com
>If you see null text fields, please log out of SPE and clear your
broser!s cac"e
>
There may be service request failures for valid contracts !e4g4
dulicate serial numbers"4 5ou #ill need to call your local Sun
Solution Center% http://www.sun.com/contact/support.jsp
$un Confidential%$un Employees and &uthori'ed Partners 4

#ccessing t"roug" Sun Partner Exc"ange $SPE%
&%'ogin to SPE at "ttps())spe.sun.com
*%+lick t"e !InfoPartner! link
,%+lick !#ccept! button
-%+lick !Ser.ice /e0uests for SP# +o-1eli.ery
Partners! in t"e Important Links section
2%Select a language from t"e drop don menu
#ccessing from t"e Sun P# Portal 3See #ppendix4
&%'ogin to t"e "ttps())portal.sun.com
*%+lick !+o-1eli.ery Programs! link from t"e 5ools
section
,%+lick t"e link in t"e !End 6ser Support! section near
t"e bottom of t"e Sun Partner #d.antage +o-1eli.ery
Programs page
-%'og into SPE $if inacti.e SPE session%
Email Center Access Instructions
$un Confidential%$un Employees and &uthori'ed Partners )

Service Request Access from SPE
$un Confidential%$un Employees and &uthori'ed Partners *

Service Request Languages
$upported lan+ua+es are% En+lish French German ,apanese
-orean Polish Portu+uese $panish $implified Chinese
$un Confidential%$un Employees and &uthori'ed Partners .

InfoPartner Service Request
There are three actions that can be performed% Create a $er/ice
0e1uest Update or obtain a $ummary2 The result of a request
is emailed to the submitter and takes approximately 5-10 minutes.
$un Confidential%$un Employees and &uthori'ed Partners 3

Service Request Create Part
$un Confidential%$un Employees and &uthori'ed Partners #

Service Request Create Part !
Note% First Name 4ast Name and Email &ddress are
automatically populated as En+lish56nly Fields
$un Confidential%$un Employees and &uthori'ed Partners 7"

Service Request Automated Response
8ear ,oe2$mith9abcdef+2com
Thank you for usin+ $un:s automated $er/ice 0e1uest Creation
ser/ice to create a $er/ice 0e1uest for your customer2
;our $er/ice 0e1uest 0eference Number is ."7374#*2 Please use
this 0eference Number in all communications <ith $un re+ardin+
this incident2
=ith >est 0e+ards
$un $er/ices Team
&n email <ill be sent to the Primary Contact:s email address
si+nifyin+ success or failure of a $er/ice 0e1uest
The $er/ice 0e1uest 0eference Number pro/ided <ill
be used for future in1uiries
$un Confidential%$un Employees and &uthori'ed Partners 77

Service Request Automated Response
8ear ,oe2$mith9abcdef+2com
Thank you for usin+ $un:s automated $er/ice 0e1uest Creation
ser/ice to create a $er/ice 0e1uest for your customer2 Unfortunately
in this case <e <ere unable to reco+nise the $erial Number ? @tem
@nstance Number ATN)!747"#77!(4B that you submitted2
Please check the number a+ain and resubmit the re1uest <ith
the correct number2 @f the number <as correct please call into
your local $un $er/ice $olution Centre2
=ith >est 0e+ards
$un $er/ice Team
Failed $er/ice 0e1uest Creation
;ou <ill need to call your local $un $olution Center
http://www.sun.com/contact/support.jsp
$un Confidential%$un Employees and &uthori'ed Partners 7!

Service Request "pdate
6nly the Primary or Secondary contacts listed durin+
$er/ice 0e1uest Creation can pro/ide an update
$un Confidential%$un Employees and &uthori'ed Partners 7(

Service Request Summar#
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Service Request Summar# Report
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&ppendix
$un Confidential%$un Employees and &uthori'ed Partners 7*

Esta$lis%ing a Sun Online Account &C'P I()
4o+ onto https%?portal2sun2com and click on Register
$un Confidential%$un Employees and &uthori'ed Partners 7.

Esta$lis%ing an SPE InfoPartner Account
0e+ister for @nfoPartner access by lo++in+
onto $PE Ahttps%??spe2sun2comB usin+ your
$un 6nline &ccount lo+in AC=P @8B
$un Confidential%$un Employees and &uthori'ed Partners 73

Service Request Access from SPA Portal
$elect Co58eli/ery Pro+rams from the Tools section2
$un Confidential%$un Employees and &uthori'ed Partners 7#

Service Request Access from SPA Portal
The $er/ice 0e1uest link is located at the bottom of the
$un Partner &d/anta+e Co58eli/ery Pro+rams pa+e2