Solution

  • » Servers
    • » SunFire V440, X4200
    • » Sun SPARC T1000, T2000, T5120, T5220, T3-1
    • » Oracle Netra 240, T5220, T4
    • » IBM HS22 Blade and the BladeCenter H Chassis
    • » Sun Blade T6300 and the 6000 Chassis
  • » Operating Systems
    • » Solaris 8, 9, 10
    • » AIX 6, 7
    • » Red Hat Enterprise Linux 4, 5, 6
    • » Novell SuSE Linux Enterprise Server 9, 10, 11
    • » HP HP-UX 11
    • » Microsoft Windows Server 2003/2008
  • » Virtualization
    • » Solaris Zones
    • » Solaris Branded Zones
    • » Sun SPARC Logical Domains (Oracle VM for SPARC)
    • » Linux Xen/KVM
    • » Oracle VirtualBox/Oracle xVM
    • » PowerVM VIOS + LPARs
    • » AIX 7 wPARs
    • » VMWare ESX/vSphere/View
    • » Microsoft Hyper-V
    • » N_Port ID Virtualization (NPIV)
  • » Storage
    • » Sun/StorageTek 2000/3000/6000/9000
    • » Hitachi AMS/USP
    • » EMC CX (Clariion)/DMX (Symmetrix)
    • » NetApp Fabric-Attached Storage (FAS)
    • » 3PAR Utility Storage
    • » HP StorageWorks SAN
    • » Dell EquaLogic/Powervault/Compellent
  • » Networking
    • » Cisco Catalyst Switches
    • » Cisco ISR/ASR Routers
    • » Cisco MDS SAN Switches
    • » Brocade/McData SAN Switches
  • » Software
    • » IBM DB2
    • » IBM WebSphere
    • » SAP BusinessObjects
    • » Oracle Database
    • » Oracle WebLogic
    • » Oracle Sun Ray Server
    • » Vertias Volume Manager
    • » Solaris Volume Manager
    • » Legato Networker
    • » Symantec NetBackup

Case Study 4

Background

Sun Microsystems is one of the Fortune 500 companies Seeds of Genius has supported. Sun Microsystems relied on Seeds engineers and their experience to provide help desk/backline support to its customers. Seeds technicians provided Sun Solaris, IBM AIX, Red Hat Enterprise Linux, Novell SuSE Linux Enterprise Server, Microsoft Windows Server, VMware ESX/vSphere, HP-UX, and Sun Storage support directly to Sun's customers via calls routed through Sun's 1-800-USA-4-SUN support line.

Size, Scope & Complexity

The contract began as Sun’s “best efforts” to provide storage support to their customers whose Sun storage products were connected to non-Solaris hosts in a Storage Area Network (SAN) environment. Seeds engineers provided 24x7, global support to Sun’s customers who called into 1-800-USA-4-Sun when their Sun storage was connected to a non-Solaris host. With the launch of Sun’s AMD and Intel product line, and with Seeds providing top-notch support with the first phase of the contract, Sun expanded the contract to include any interoperability cases between Third Party OS and SUN certified HW configurations, Tier 2 through Tier 5 to be routed to Seeds. In May 2008, Sun expanded its contract with Seeds to also include Solaris support for their North American customers.

The first phase of the Sun Help Desk contract yielded 5 – 7 calls per month, which was scaled to 125 calls per month with phase 2.  Adding Sun’s North American Solaris customer’s to our help desk, Seeds was able to scale to 500 calls per month. Seeds was able to quickly and effectively scale as a company to meet the rapidly expanding needs of the contract.

  • Seeds was responsible for escalating software bugs related to Third Party OS (AIX/Windows/RedHat/SuSe/VMware/HP-UX) to the respective Third Party Vendor as an agent of Sun using Sun's authorized relationship with each vendor.
  • Seeds was responsible for providing appropriate staffing levels and training plans to provide  24X7X365 support to meet contractual obligations to Sun and its customers.
  • Seeds’ engineers were able to solve the issues associated with the heterogeneous world of SPARC, AMD, and Intel, and were responsible for providing the solutions and white papers used worldwide on system fixes.

When Oracle purchased Sun Microsystems in 2010, it sourced its help desk services "out-of-country," which is consistent with the Oracle business model.

Case Study 4: Download (PDF)