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FAQThe following FAQ provides information on using the Developer Expert Assistance service.
Q:
Can I get support for all Sun's products or technologies through Developer Expert Assistance?
A:
No. Only the listed products on the overview page are supported through this program at this time.
Q:
When and how will my question be answered?
A:
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.
Q:
What other support options are available to me?
A:
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. Please see the Developer Services page for more info about the offering(s) that best suits your needs.
Q:
What do I do if I have a critical Java Runtime issue and work in a large enterprise organization ?
A:
Contact your local Sun account manager and ask about the Java SE for Business offering. The Sun Developer Expert Assistance is not intended for bug escalation.
Q:
What if I have follow-on questions to my original query?
A:
Your original query is assigned a service request number. The service request 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 service request is satisfactorily closed.
Q:
Where can I report product defects?
A:
This program is intended for quick answers to programming questions and related product features. For reporting product defects, use the online process at the Bug Database instead.
Q:
Are underlying technologies supported as part of the service offerings?
A:
Yes, support generally includes assistance with the technologies that underlie a tool or major technology. For example, coverage of the NetBeans 6.0 platform includes all NetBeans 6.0 components and all API's supported in the Java platform.
Q:
What kind of architectural help can I get?
A:
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.
Q:
How do I submit a DEA request for help once I have purchased a DEA support contract?
A:
To initiate your DEA incident and get help, you have two different choices, you can either fill out this form and submit it, or you submit a request via the Member Support Center.
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