| The following FAQ provides information on using the Developer Expert Assistance service. |
|
Can I get support for all Sun's products or technologies through Developer Expert Assistance?
No. Only the listed products on the overview page are supported through this program at this time.
When and how will my question be answered?
Your question will be answered within 1 business day, either with an answer, an inquiry for
clarification of the issue, or a commitment to track down the solution. Communication is online
via email in English only.
What other support options are available to me?
Depending on your needs Sun offers many different support options. We offer individual services
where you can get programming assistance, tool support, and training courses. For project teams
or managers, you may want to consider a Sun Developer Service Plan, which provides all these
services for your team in a package. When applications are deployed, IT Managers may also want to
consider Java Multiplatform Support which provides support for deployed enterprise applications in
heterogeneous environments. Please see http://developers.sun.com/services/ for more info about
the offering(s) that best suits your needs.
What do I do if I have a critical Java Runtime issue and work in a large enterprise organization ?
Contact your local Sun Services account manager and inquire about our Java Multi Platform Support offering which provides mission critical Java runtime support and escalation. The Sun Developer Expert Assistance is not intended for bug escalation.
What if I have follow-on questions to my original query?
Your original query is assigned a case number. The case is not closed until you are satisfied. As follow ups to your question, you will have the opportunity to exchange further information and data with Sun until the case is satisfactorily closed.
Where can I report product defects?
This program is intended for quick answers to programming questions and related product features. For reporting product defects, use the online process at http://bugs.sun.com instead.
Are underlying technologies supported as part of the service offerings?
Yes, support generally includes assistance with the technologies that underly a tool or major technology. For example, coverage of the NetBeans 5.5 platform includes all NetBeans 5.5 components and all API's supported in the Java platform.
What kind of architectural help can I get?
While we can provide general sanity checks, the architectural design of a large project is beyond the scope of this program. For such questions, we recommend that you work with our Professional Services group.
