oracle exalogic elastic cloud help desk support consultant – online assessment

7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment

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WZD-SSX64-301: X64 Server System Overview(Answer all questions in tis se!tion"

1# $oose te %is& 'us tat is suorte% on te Sun )ire X**+0 server# ,ar& or.eview(1" /oints

SAS

SAA ("

S$S2

2D

$orre!t $orre!t

*# A !ustomer !alls into te !all !enter wit a question# e !ustomer wants toreare a ra!& or te installation o a Sun )ire X4*0 ra!& mount server5 'ut asmisla!e% te %o!umentation# e !ustomers imme%iate nee%s are te%imensions5 wei7t5 an% ower requirements o tis unit# /er your resour!es5 wat iste ra!& unit !aa!ity o tis server8 Dra7 an% %ro your resonse# A!!or%in7 toyour resour!es5 wat are te ower requirements o tis server8 ,ar& or .eview(1" /oints

1*9 D$

1195 60 ; A$

4<9 D$

**095 0 ; A$

11=**095 0-60 ; A$ ("

$orre!t $orre!t

3# Wi! X64 server tat uses A,D-'ase% $/>s# ,ar& or .eview(1" /oints

Sun )ire X410 server

Sun )ire X4*0 server



Sun )ire X**+0 server

Sun )ire X4140 server ("

$orre!t $orre!t

4# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te a!tion lan tat listsstes ta&en to solve te !ustomer@s issue# ,ar& or .eview(1" /oints

oo& !ustomer@s or%er or memory u7ra%e

/rovi%e% !ustomer wit memory art num'er X63**A ("

Sent memory u7ra%e to !ustomer

Disat!e% el% en7ineer to u7ra%e !ustomer memory

$orre!t $orre!t

# A !ustomer !alls into te !all !enter wit an issue# e wants to install a 16-?'yte !oma!t Bas !ar% (/C X46<0A" on a Sun la%e X6*+0 server 'la%e an%wants to &now were te !oma!t Bas !ar% so!&et is lo!ate% on tis server 'la%e#Wat ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or

.eview(1" /oints

$ustomer requires te lo!ation o te !oma!t Bas !ar% so!&et ("

$ustomer nee%s te art num'er o !oma!t Bas !ar%

$ustomer nee%s lo!ation o te Bas D2,, so!&ets

$ustomer nee%s to %etermine i teir server suorts a !oma!t Bas !ar%

$orre!t $orre!t


6# A !ustomer !alls into te !all !enter to as& a question a'out settin7 u a server# e !ustomer wants to &now wi! orts to use to !on7ure te server5 were te



orts are lo!ate%5 an% ow to a!!ess tem# $oose wi! ort soul% 'e a!!esse%#,ar& or .eview(1" /oints

Serial ,ana7ement ort ("

9i%eo ort

ternet ort

Cetwor& ,ana7ement ort

$orre!t $orre!t

+# A !ustomer !alls into te !all !enter wit a question# e !ustomer wants toreare a ra!& or te installation o a Sun )ire X4*0 ra!& mount server5 'ut as

misla!e% te %o!umentation# e !ustomers imme%iate nee%s are te%imensions5 wei7t5 an% ower requirements o tis unit# /er your resour!es5 wat iste ra!& unit !aa!ity o tis server8 Dra7 an% %ro your resonse# Wat is tero'lem statement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

$ustomer %i% not ave te installation %o!umentation an% nee%e% %imensions5wei7t5 an% ower requirements or tis server ("

$ustomer nee%s installation %o!umentation to loo& u te se!i!ations e nee%s

$ustomer nee%s a server installe%

$ustomer nee%s to &now were te online %o!umentation or is server is lo!ate%

$ustomer %oes not &now te wei7t an% %imensions o tis server

$orre!t $orre!t

<# A !ustomer !alls into te !all !enter to as& a question a'out settin7 u a server# e !ustomer wants to &now wi! orts to use to !on7ure te server5 were teorts are lo!ate%5 an% ow to a!!ess tem# Sele!t te a!tion lan tat lists testes ta&en to solve te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

/rovi%e% !ustomer wit system asswor%

/rovi%e% !ustomer wit te lo!ation o te serial ort to a!!ess 2EO,5 alon7 witte %eault a!!ount (root" an% asswor% (!an7eme" ("



Disat!e% el% en7ineer to assist !ustomer in !on7urin7 system

2norme% !ustomer tat te ort to use was one o te ternet orts an%rovi%e% te %eault a!!ount num'er (root" an% asswor% (!an7eme"

$orre!t $orre!t

F# A !ustomer !alls into te !all !enter to as& a question a'out settin7 u a server# e !ustomer wants to &now wi! orts to use to !on7ure te server5 were teorts are lo!ate%5 an% ow to a!!ess tem# Sele!t te ro'lem statement tat!ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

$ustomer nee%s to &now te %eault a!!ount an% asswor% or te serial ort

$ustomer is as&in7 or on-site el to set u te system

$ustomer nee%s te !orre!t ort to a!!ess system

$ustomer nee%s to &now wi! ort to a!!ess to roerly set u te system5 aswell as te system %eault a!!ount an% asswor% ("

$orre!t $orre!t

10# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount server

an% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te a!tion lan tat listste stes ta&en to solve te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

9erie% !ustomer@s entitlement an% %etermine% !ustomer was not eli7i'le or on-site suort or rela!ement# Glaine% to te !ustomer tat warranty !overa7e%oes not in!lu%e on-site suort rela!ement o a $.> art 'y Sun Servi!es tentoo& !ustomer@s or%er or an mo%ule ("

Disat!e% el% erson wit ).> an% as&e% ) to rela!e te art

Disat!e% el% erson wit $.> an% as&e% ) to rela!e te art

9erie% !ustomer@s entitlement an% %etermine% tat !ustomer as many serverswit Sun# Disat!e% Sun Servi!e5 wit a note to te el% en7ineer to !olle!t ee'eore rela!in7 an mo%ule

$orre!t $orre!t




11# A !ustomer !alls into te !all !enter wit an issue# e wants to install a 16-?'yte !oma!t Bas !ar% (/C X46<0A" on a Sun la%e X6*+0 server 'la%e an%

wants to &now were te !oma!t Bas !ar% so!&et is lo!ate% on tis server 'la%e#Wat tyes o %o!uments rovi%e inormation to resolve te !ustomer@s ro'lem(sele!t *"8 ,ar& or .eview(1" /oints

($oose all !orre!t answers"

Servi!e manual ("

/ro7rammin7 manual

A%ministration manual

2nstallation manual ("

/ro%u!t notes

2n!orre!t 2n!orre!t# .eer to te X64 Server System Overview trainin7 or moreinormation#

1*# A !ustomer !alls into te !all !enter wit a question# e !ustomer wants toreare a ra!& or te installation o a Sun )ire X4*0 ra!& mount server5 'ut as

misla!e% te %o!umentation# e !ustomers imme%iate nee%s are te%imensions5 wei7t5 an% ower requirements o tis unit# /er your resour!es5 wat iste ra!& unit !aa!ity o tis server8 Dra7 an% %ro your resonse# A!!or%in7 toyour resour!es5 wat is te wei7t o tis server8 Dra7 an% %ro your resonse#,ar& or .eview(1" /oints

36#3 l'=16# &7

46#6 l'=*1#1 &7

6#3 l'#=*#6 &7 ("

66#1 l'=30 &7

$orre!t $orre!t



13# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te ro'lem statementtat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

$ustomer is reortin7 server !oolin7 ro'lems an% is requestin7 on-site suortor rela!ement

$ustomer is reortin7 an mo%ule ailure

$ustomer is requestin7 on-site suort or a server !oolin7 ro'lem

$ustomer is reortin7 an mo%ule num'er 4 ailure an% is requestin7 on-sitesuort or rela!ement ("

2n!orre!t 2n!orre!t# .eer to te X64 Server System Overview trainin7 or more

inormation#

14# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te ro'lem statementtat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

$ustomer %oesn@t &now wat %ensity o memory to or%er

$ustomer is as&in7 or te art num'er o te 4-?'yte D2,, tat e !an or%er ("

$ustomer is requestin7 ow to u7ra%e is memory

$ustomer is as&in7 wat tye o memory is in is server

$orre!t $orre!t

1# e oeratin7 system suorte% 'y te X440 server in!lu%es all teollowin75 eG!et8 ,ar& or .eview(1" /oints

SuSe SES EinuG 10 S/1

Win%ows *003 Server .* S/*

Win%ows *00< Server

Solaris 10 =0< u%ate or S/A.$ ("



.e% at EinuG 4#65 #1

$orre!t $orre!t

WZD-SSX64-30*: X64 Server Data ?aterin7 to Solve $ustomer 2ssues(Answer all questions in tis se!tion"

16# Wi! %o!ument woul% you use to n% te memory oulation rules o teSun la%e X6*+ Server ,o%ule8 ,ar& or .eview(1" /oints

Sun la%e X6*+ Server ,o%ule OS 2nstallation ?ui%e

Sun la%e X6*+ Server ,o%ule 2nstallation ?ui%e

Sun la%e X6*+ Server ,o%ule Servi!e ,anual ("

Sun la%e X6*+ Server ,o%ule /ro%u!t Cotes

$orre!t $orre!t

1+# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittentlysuttin7 %own# Wi! tye o %o!ument may rovi%e inormation to resolve te!ustomer@s ro'lem assumin7 you &now tis ro'lem as o!!urre% 'eore (sele!t*"8 ,ar& or .eview

(1" /oints


Servi!e manual

/ro%u!t notes 7 **

Sun Alerts ("

2nstallation manual

)iel% A!tion ulletins ()A" ("

$orre!t $orre!t

1<# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomer



was as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Sele!t te %o!ument tat may relate to te !ustomer@s issue: ,ar& or .eview(1" /oints

/ro%u!t notes 7 **

Sun Alert *44<6 ("

)A *44406

Sun Alert *31*4

2n!orre!t 2n!orre!t# .eer to te X64 Server Data ?aterin7 to Solve $ustomer2ssues trainin7 or more inormation#

1F# Wi! is not in!lu%e% in )As8 ,ar& or .eview

(1" /oints

ar%ware issues

)iel% 2normation Coti!e ()2Cs"

Sun Alerts ("

)iel% $an7e Or%ers ()$Os"

$orre!t $orre!t

*0# A !ustomer !alle% te servi!e !enter in%i!atin7 tat te ,$ networ& settin7s!annot 'e set or a stati! 2/ !on7uration usin7 2OS on a Sun )ire X440 Server#Sele!t te %o!ument tat may relate to te !ustomer@s issue# ,ar& or .eview(1" /oints

)A *44406

/ro%u!t notes 7 **

$. 6+<0*6 ("

Sun Alert *44<6





*1# Wi! %o!ument woul% you use to n% te ra!& mount ro!e%ure o te Sun)ire X4*+0 Server8 ,ar& or .eview(1" /oints

Sun )ire X41+05 X4*+0 an% X4*+ Servers Servi!e ,anual

Sun )ire X41+05 X4*+0 an% X4*+ Servers 2nstallation ?ui%e ("

Sun )ire X41+05 X4*+0 an% X4*+ Servers Servers ?ettin7 Starte% ?ui%e

Sun )ire X41+05 X4*+0 an% X4*+ Servers OS 2nstallation ?ui%e

$orre!t $orre!t

**# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem: ,ar& or.eview(1" /oints

$ustomer is reortin7 multile sin7le 'it errors on 4-?yte D2,,s in is Sun )ireX4600 server ("

$ustomer nee%s a rela!ement o a series o D2,,s in is Sun )ire X4600 server

$ustomer is reortin7 a memory !on7uration ro'lem involvin7 4-?yte D2,,s

$ustomer nee%s as a memory !on7uration ro'lem tat nee%s to 'e !e!&e%

$orre!t $orre!t

*3# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittentlysuttin7 %own# Sele!t te a!tion lan tat lists te stes ta&en to solve te!ustomer@s ro'lem: ,ar& or .eview(1" /oints

/rovi%e% te !ustomer wit te %o!ument to use tat lists te stes to solve isro'lem

Or%ere% a new ower suly or te !ustomer



.e!or%e% te )A *0111 inormation into te !all an% asse% te !all to te'a!&line or resolution

.eerre% to te Sun Alert *434<6 inormation in te !all an% asse% te !all to te'a!&line or resolution ("


*4# 2 a !ustomer as a ailure o a Sun )ire X4*+0 Server ower suly wat lin&witin te system an%'oo& !an you reeren!e to n% a art num'er or arela!ement 8 ,ar& or .eview(1" /oints

)iel% A!tion ulletins ()As"

)ull $omonents Eist ("

/ro'lem .esolution

ar%ware Se!i!ations

$orre!t $orre!t

*# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittently

suttin7 %own# Sele!t te %o!ument tat may relate to te !ustomer@s issue: ,ar&or .eview(1" /oints

Sun Alert *434<6

$. 6+<0*6

)A *4006

)A *0111 ("

$orre!t $orre!t


*6# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittently



suttin7 %own# Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@sro'lem: ,ar& or .eview(1" /oints

$ustomer is reortin7 an intermittent A$ ower ro'lem

$ustomer !alle% to 7et a rela!ement Sun la%e X6*0 server 'la%e 'e!ause it isintermittently suttin7 %own

$ustomer is reortin7 tat is Sun la%e X6*0 server 'la%es on is Sun la%e6000 ,o%ular System are intermittently suttin7 %own ("

$ustomer is reortin7 a tat is Sun la%e 6000 ,o%ular System is intermittentlysuttin7 %own

$orre!t $orre!t

*+# A !ustomer !alle% te servi!e !enter in%i!atin7 tat te ,$ networ& settin7s!annot 'e set or a stati! 2/ !on7uration usin7 2OS on a Sun )ire X440 Server#Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem: ,ar& or.eview(1" /oints

$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 2OS ("

$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 Win%ows

$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 i!on7

$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 2EO,

$orre!t $orre!t

*<# A !ustomer !alle% te servi!e !enter in%i!atin7 tat te ,$ networ& settin7s!annot 'e set or a stati! 2/ !on7uration usin7 2OS on a Sun )ire X440 Server#Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem:,ar& or .eview(1" /oints

Or%ere% a new moter'oar% or te !ustomer


.eerre% to )A *3F64 inormation in te !all an% asse% te !all to te 'a!&lineor resolution



.eerre% to $. 6+<0*6 inormation into te !all an% asse% te !all to te

'a!&line or resolution ("

2n!orre!t 2n!orre!t# .eer to te X64 Server Data ?aterin7 to Solve $ustomer

2ssues trainin7 or more inormation#

*F# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem:,ar& or .eview(1" /oints


Or%ere% a new D2,, or te !ustomer

.eerre% to )A *3F64 inormation in te !all an% asse% te !all to te 'a!&lineor resolution ("

.eerre% to )A *44406 inormation into te !all an% asse% te !all to te'a!&line or resolution


30# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Wat inormation is &ey in %eterminin7 i tis %o!ument alies to te !ustomer@sro'lem (sele!t *" 8 ,ar& or .eview(1" /oints


D2,, ven%or mo%el H an% %ate !o%e ("

)an art num'er

System serial num'er

$/> ven%or mo%el H ("

Server 'la%e slot num'er



$orre!t $orre!t

31# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tatin%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# e

X4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Assumerom te results o your review5 te ower suly ot swa sows no issues# Watare you 7oin7 to re!ommen% to te !ustomer8 ,ar& or .eview(1" /oints

/erorm a !ol% swa o te ower suly at your earliest !onvenien!e#

Wait or a maintenan!e erio% to erorm te !ol% swa o te aile% owersuly#

ave a Sun servi!e ersonnel erorm te ot swa o te ower suly#

Wait or a maintenan!e erio% to erorm te ot swa o te aile% ower suly#("

$orre!t $orre!t

3*# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tatin%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Wat a!tion

may nee% to 'e erorme% 'eore te aile% ower suly !an 'e remove%8 ,ar&or .eview(1" /oints

Sli%e te server out o te ra!&

>nlo!& te ower suly an%le

/ower oJ te server

,ove te !a'le mana7ement arm ("

$orre!t $orre!t

33# Wi! 2EO, !omman% or navi7ation at !an %islay te !urrent state o tesystem in%i!ators on a server or server 'la%e8 ,ar& or .eview(1" /oints



!% =SKS=in%i!ator L %islay

System 2n%i!ators --M 2n%i!ators

System ,onitorin7 --M 2n%i!ators ("

!% =.D=in%i!ator L sow

$orre!t $orre!t

34# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Wi! is teX6*40 art num'er tat nee%s to 'e or%ere%8 ,ar& or .eview(1" /oints

F4-6+

Any o te a'ove

40-+F06 ("

F4-61<

2n!orre!t 2n!orre!t# .eer to te X64 Server Eo!atin7 an% 2nterretin7 Servi!e/ro!e%ures trainin7 or more inormation#

3# A !ustomer !alle% te servi!e !enter wit a question on 2/,2# e !ustomeruses 2/,2 to monitor te state o is servers at er site an% wants to &now i ernew X4*+0 server suorts 2/,25 i tere is any Sun %o!umentation tat !overs 2/,2an% were se !an 7et sotware to a!!ess 2/,2@s user intera!e rom er newserver@s OS# Wi! un!tion is CO suorte% 'y 2/,28 ,ar& or .eview(1" /oints

Dislay !urrent sensor values

Dislay an 2/,2 lo7

Dislay !urrent in%i!ator values

Dislay /OS messa7es ("

$orre!t $orre!t



36# A !ustomer !alle% te servi!e !enter wit a question on a server@s networ&mana7ement ort# e !ustomer is tryin7 to !on7ure is networ& mana7ementort on is X440 server so tat e !an a!!ess it rom is mana7ement networ&# eis not amiliar wit te networ& mana7ement a!ility an% !omman%s e nee%s toerorm# Wi! is te %o!ument !ontains te ro!e%ures to erorm tis tas&8,ar& or .eview

(1" /oints

)As an% Sun Alerts

2nstallation manual

Servi!e manual ("

/ro7rammin7 manual

2n!orre!t 2n!orre!t# .eer to te X64 Server Eo!atin7 an% 2nterretin7 Servi!e

/ro!e%ures trainin7 or more inormation#

3+# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# All o tese!omonents nee% to 'e move% to te rela!ement server 'la%e5 eG!et8 ,ar& or.eview(1" /oints

)las D2,,s (a#&#a# )las mo%ules" ("

D2,,s

$oma!t )las $ar%

DDs

$orre!t $orre!t

3<# A !ustomer !alle% te servi!e !enter wit a question on 2/,2# e !ustomeruses 2/,2 to monitor te state o is servers at er site an% wants to &now i ernew X4*+0 server suorts 2/,25 i tere is any Sun %o!umentation tat !overs 2/,2an% were se !an 7et sotware to a!!ess 2/,2@s user intera!e rom er newserver@s OS# All o %o!ument !ontains 2/,2 inormation5 eG!et or8 ,ar& or .eview(1" /oints

2nstallation ,anual



2EO, manuals

OS 2nstallation 7ui%es ("

Servi!e ,anual

$orre!t $orre!t

3F# A !ustomer !alle% te servi!e !enter wit a question on a server@s networ&mana7ement ort# e !ustomer is tryin7 to !on7ure is networ& mana7ementort on is X440 server so tat e !an a!!ess it rom is mana7ement networ&# eis not amiliar wit te networ& mana7ement a!ility an% !omman%s e nee%s toerorm# Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem#,ar& or .eview(1" /oints

$ustomer nee%s a Sun el% erson to !on7ure is networ& mana7ement ort tois mana7ement networ&#

$ustomer nee%s assistan!e !on7urin7 te networ& mana7ement ort into ismana7ement networ&# ("

$ustomer nee%s assistan!e !on7urin7 a networ& ort#

$ustomer nee%s assistan!e !on7urin7 te serial mana7ement ort#

$orre!t $orre!t

40# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Wi! a!tionsoul% %oes CO nee% to 'e erorme% in te X6*40 removal ro!ess8 ,ar& or.eview(1" /oints

.emove any ront anel !a'lin7#

/ower %own te Sun la%e 6000 ,o%ular System !assis# ("

/ull oen te server 'la%e@s to an% 'ottom an%les#

ol% %own te ower 'utton on te server 'la%e or 4 se!on%s or erorm asto =SKS 2EO, !omman%#



$orre!t $orre!t

41# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tatin%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Wi!

inormation !an %etermine weter te Sun Alert *<40< alies to tis server8,ar& or .eview(1" /oints

as tis ower suly aile% in te ast8

e manua!turer o te ower suly

e art num'er an% %ate !o%e o te ower suly ("

Weter te ower suly is A$ or D$

$orre!t $orre!t

4*# A !ustomer !alle% te servi!e !enter wit a question on a server@s networ&mana7ement ort# e !ustomer is tryin7 to !on7ure is networ& mana7ementort on is X440 server so tat e !an a!!ess it rom is mana7ement networ&# eis not amiliar wit te networ& mana7ement a!ility an% !omman%s e nee%s toerorm# ow woul% you %es!ri'e te lo!ation o te networ& mana7ement ort tote !ustomer8 ,ar& or .eview(1" /oints

e .N-4 !onne!tor on te rear o te server la'ele% S. ,?

e .N-4 !onne!tor on te ront o te server la'ele% C ,?

e .N-4 !onne!tor on te rear o te server la'ele% C ,? ("

e .N-4 !onne!tor on te ront o te server la'ele% S. ,?

$orre!t $orre!t

43# Wi! sour!e o inormation is not nee%e% or an initial on-site installation oan X4600 ,* server8 ,ar& or .eview(1" /oints

/ro7rammin7 ,anual ("

?ettin7 Starte% ,anual



2nstallation ?ui%e

nterrise 2nstallation Stan%ar%s (2S"

2n!orre!t 2n!orre!t# .eer to te X64 Server Eo!atin7 an% 2nterretin7 Servi!e

/ro!e%ures trainin7 or more inormation#

44# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tatin%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Sele!t tea!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem# ,ar& or.eview(1" /oints

9erie% tat a ower suly ot swa rela!ement !an 'e erorme% on te

!ustomer@s X4*40 server ten sent te !ustomer te %o!uments tat !ontains teower suly rela!ement ro!e%ure#

/rovi%e% te !ustomer wit te lo!ation o ro!e%ure to use to erorm terela!ement alon7 wit te art num'er o a rela!ement ower suly#

Sent a Sun el% erson out to te !ustomer site to erorm te ower sulyrela!ement#

9erie% tat a ower suly ot swa rela!ement !an 'e erorme% on te!ustomer@s X4*40 server ten !overe% te rela!ement ro!e%ure wit te!ustomer# ("


4# A !ustomer !alle% te servi!e !enter wit a question on a server@s networ&mana7ement ort# e !ustomer is tryin7 to !on7ure is networ& mana7ementort on is X440 server so tat e !an a!!ess it rom is mana7ement networ&# eis not amiliar wit te networ& mana7ement a!ility an% !omman%s e nee%s toerorm# Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@sro'lem# ,ar& or .eview(1" /oints

Assiste% te !ustomer in lo!atin7 te ro!e%ure in te 2EO, manual an% tol% te!ustomer tat e soul% use te serial mana7ement ort#

Sent a Sun el% erson out to te !ustomer site to erorm te !on7uration ote networ& mana7ement ort#



$olle!te% an% reorte% te !ustomer@s networ& arameters an% asse% tis !allto te 'a!&line en7ineers#

Assiste% te !ustomer in lo!atin7 te ro!e%ure in te 2EO, manual5 a!!ess 2EO,on te serial ort an% use te 2EO, !omman%s to !on7ure te networ&mana7ement ort# ("

$orre!t $orre!t

46# A !ustomer !alls te servi!e !enter wit a an ailure messa7e tat involves ansensor '1#m*#0#see% on a X4440 server# e !ustomer wants to &now wat sesoul% %o at tis oint 'e!ause te system is u an% runnin7# On!e onsite torela!e te aile% an mo%ule wat !an inoint te aile% an mo%ule8 ,ar& or.eview(1" /oints

an ault ED Basin7

an ault ED OC ("

an Eo!ator ED Basin7

an O ED Basin7

$orre!t $orre!t

4+# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0

server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Sele!t te ro'lemstatement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

$ustomer wants $/> u7ra%e rom a X63F4A to a X63F<A on tis X4*0 server#

$ustomer X4*0 server is !rasin7 intermittently sin!e is $/>s were u7ra%e%rom a rom a X63F4A to a X63F<A# ("

$ustomer@s X4*0 server $/> u7ra%e to a X63F<A is !ausin7 is server to !ras#

$ustomer nee%s a el% te!ni!ian to reverse is X4*0 server $/> u7ra%e roma rom a X63F4A to a X63F<A#

$orre!t $orre!t



4<# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Wi! is a memory test on Sun9S8 ,ar& or .eview(1" /oints

memtest

memtest ("

memtst

memtst

2n!orre!t 2n!orre!t# .eer to te X64 Server Eo!atin7 an% 2nterretin7 rou'lesootin7 /ro!e%ures trainin7 or more inormation#

4F# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Wat else !an you %o tosolve te !ustomer@s ro'lem8 ,ar& or .eview(1" /oints

Sen% out a el% te!ni!ian to reverse te $/> u7ra%e#

ave te !ustomer run Sun9S $/> %ia7nosti!s#

,a&e you ave as mu! inormation a'out te issue re!or%e% an% ass tis to te'a!&line en7ineer# ("

ave te !ustomer rerun /OS#


0# Wi! is not a >-oot mo%e o oeration8 ,ar& or .eview(1" /oints

Gten%e%

Cormal

,anual ("

Pui!&



$orre!t $orre!t

1# A !ustomer !alle% te suort !enter wit a suose% %is& ro'lem# e wantsto &now wi! %ia7nosti!s are availa'le to test a %is& on a X**+0 server# Sele!t tea!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem# ,ar& or.eview

(1" /oints

$olle!te% te !ustomer@s inormation5 re!or%e% it5 an% asse% te !all to te'a!&line en7ineers#

ol% te !ustomer tat te %ia7nosti!s manual soul% list wat %ia7nosti!s to use#Also tol% Sun9S test woul% 'e a 7oo% start# ("

maile% te !ustomer te %o!s#sun#!om lin& to te %ia7nosti!s 7ui%e#

Su77este% to te !ustomer tat e run s%ia7s to test te X**+0 %is&s#

$orre!t $orre!t

*# A !ustomer !alls te servi!e !enter wit a an ailure messa7e tat involvesan sensor '1#m*#0#see% on a X4440 server# e !ustomer wants to &now watse soul% %o at tis oint 'e!ause te system is u an% runnin7# Sele!t tero'lem statement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

$ustomer nee%s assistan!e in %eterminin7 te nature o te an ailure messa7ean% ow to or%er a rela!ement#

$ustomer nee%s assistan!e in %eterminin7 te nature o te an ailure messa7ean% !ourse o a!tion to ta&e# ("

$ustomer nee%s assistan!e in %eterminin7 te nature o te an ailure messa7e#

$ustomer nee%s assistan!e in or%erin7 a an mo%ule rela!ement#

$orre!t $orre!t

3# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Are tere D2,, ault EDs an% ow are tey viewe%8 ,ar& or .eview(1" /oints

Kes5 te D2,, ault ED Bases wen te ault o!!urs#

Co5 you nee% to use lo7s an% test results to isolate a D2,, error#



Kes5 you ress te Q)ault .emin%Q 'utton to ma&e te D2,, ault ED Bas# ("


$orre!t $orre!t

4# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem#,ar& or .eview(1" /oints

$ustomer nee%s assistan!e on ow to u7ra%e is X4140 server memory#

$ustomer nee%s someone onsite to %ia7nose an% G is X4140 server memory

ro'lem#

$ustomer nee%s assistan!e on ow to lo!ate a aile% D2,, on is X4140 server#

$ustomer nee%s assistan!e on wat %ia7nosti!s are availa'le to test is X4140server memory# ("

$orre!t $orre!t

# A !ustomer !alls te servi!e !enter wit a an ailure messa7e tat involves

an sensor '1#m*#0#see% on a X4440 server# e !ustomer wants to &now watse soul% %o at tis oint 'e!ause te system is u an% runnin7# Wi! an mo%ulean% an 'oar% %oes tis sensor 'elon7 to8 ,ar& or .eview(1" /oints

an mo%ule 1 an% an 'oar% 1

an mo%ule 0 an% an 'oar% *

an mo%ule * an% an 'oar% 1 ("

an mo%ule 0 an% an 'oar% 0

$orre!t $orre!t

6# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Wat inormation soul% youte !ustomer %um sen% to you8 ,ar& or .eview



(1" /oints

A# !ras %um

# rt%ia7 outut

$# Glorer s!rit outut

D# ot A an% $ ("

$orre!t $orre!t

+# Wi! are %ia7nosti! suorts a manual mo%e tat allows te user to runin%ivi%ual tests as well as test suites8 ,ar& or .eview(1" /oints

>-oot

/!-$e!& ("

/OS

Sun9S


<# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Wi! is utility %oes CO suort ost memory tests 8Sun9S /!-$e!&/OS >-oot ,ar& or .eview(1" /oints

/OS

/!-$e!&

>-oot ("

Sun9S

$orre!t $orre!t



F# A !ustomer !alle% te suort !enter wit a suose% %is& ro'lem# e wantsto &now wi! %ia7nosti!s are availa'le to test a %is& on a X**+0 server# Wi!%ia7nosti! tests te Sun )ire X**+0 OS ar%ware Rust rior to te OS 'oot8 ,ar&or .eview(1" /oints

>-oot

Sun9S

/!-$e!&

/OS ("

$orre!t $orre!t

60# A !ustomer !alls te servi!e !enter wit a an ailure messa7e tat involvesan sensor '1#m*#0#see% on a X4440 server# e !ustomer wants to &now watse soul% %o at tis oint 'e!ause te system is u an% runnin7# Sele!t te a!tionlan tat lists te stes ta&en to solve te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

Sent te !ustomer te lin&s to te %ia7nosti! 7ui%es an% servi!e manual#

Assiste% te !ustomer in lo!atin7 te X4440 server aile% an mo%ule5 ten sent aSun el% te!ni!ian to ot swa te aile% an mo%ule#

$olle!te% te error inormation asse% tis issue to te 'a!&line en7ineers#

Assiste% te !ustomer in lo!atin7 te X4440 server aile% an mo%ule5 tenre!ommen%e% tat e ot swa te aile% an mo%ule5 sin!e e as one in sto!&# ("

$orre!t $orre!t

61# An Galo7i! ull-ra!& wei7s twi!e as mu! as a al-ra!&# ,ar& or .eview(1" /oints

rue

)alse ("

$orre!t $orre!t

6*# Wat tye o %is& %rive is use% in te Galo7i! !omute no%es8 ,ar& or.eview



(1" /oints

* SAA DD

2ntel 3* ? soli% state %is&

1* ? soli% state %is& ("

ere are no %is& %rives in te !omute no%es#

$orre!t $orre!t

63# Wi! o tese reresents te entity ierar!y use% 'y te Galo7i! stora7ealian!e8 ,ar& or .eview(1" /oints

/ool5 /roRe!t5 Sare ("

/ort5 /ool5 Sare

Sare5 /ort5 /ool

Sare5 /ool5 /roRe!t

/ool5 Sare5 /roRe!t

2n!orre!t 2n!orre!t# /lease review te Ora!le Galo7i! lasti! $lou% Servi!es

>%ate trainin7 in more %etail#

64# e Galo7i! lasti! $lou% oJers te !oi!e 'etween Ora!le nterrise EinuGan% Solaris at installation time ,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orre!t

6# e Z)S Stora7e alian!e is ma%e u o two +3*0 stora7e ea% no%es in a!luster !on7uration atta!e% to a sin7le %is& sel (NOD" ,ar& or .eview(1" /oints

rue ("



)alse

$orre!t $orre!t

66# ow many 2nnian% swit!es are in te Galo7i! lasti! $lou% )ull .a!&!on7uration8 ,ar& or .eview(1" /oints

4 ("

<

1*

16

$orre!t $orre!t

6+# $a'les or eGan%in7 u to 3 ull ra!&s are in!lu%e% in te siin7 material#,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orre!t

6<# e Galo7i! lasti! $lou% is oJere% in a ull-ra!& !on7uration only# ,ar& or.eview(1" /oints

rue

)alse ("

$orre!t $orre!t

6F# e Cet0 ternet ort is use% or A%ministration on a no%e# ,ar& or .eview(1" /oints

rue ("



)alse

$orre!t $orre!t

+0# Wat tye o networ& a'ri! is use% to !onne!t Galo7i! ar%ware!omonents8 ,ar& or .eview(1" /oints

)i're $annel

iWA./

92A

2nnian% ("

$orre!t $orre!t

+1# 2t is a suort !aa'ility tat automates te eG!an7e o !on7urationinormation 'etween Ora!le Suort an% our !ustomers5 ena'lin7 roa!tive%ete!tion o issues our !ustomers may en!ounter5 an% allowin7 or aster resolutiontimes in instan!es were you %o run into an issue# ,ar& or .eview(1" /oints

$an7e assistant

$on7uration ,ana7er ("

Suort Dia7nosti!s tool

.emote Dia7nost!s A7ent

>7ra%e wi;ar%

2n!orre!t 2n!orre!t5 reer to te $reatin7 $ustomer 9alue trainin7 or moreinormation

+*# Eist all 'enets o usin7 ,y Ora!le Suort# ,ar& or .eview(1" /oints




/rovi%es you a!!ess to te ,y Ora!le Suort $ommunity5 were you !anarti!iate in %is!ussions5 an% eG!an7e &nowle%7e wit an eGtensive networ& oeers an% Ora!le eGerts# ("

Answers 15* T 3 only

2t is Ora!le@s neGt 7eneration suort latorm# ("

2t is te sin7le oint-o-entry or all intera!tions wit Ora!le Suort ("

2t is an easy to navi7ate5 we'-'ase% ortal tat rovi%es ersonali;e%5 roa!tive5an% !olla'orative suort# ("


+3# is re7ion allows or qui!& an% easy monitorin7 o all your oen issues ri7tat te %as'oar%# ,ar& or .eview(1" /oints

Drat Servi!e .equest re7ion

Servi!e .equests re7ion ("

?ettin7 starte% re7ion

Cews re7ion

nowle%7e re7ion


+4# is sta7e o Eie time Suort rovi%es te!ni!al suort5 in!lu%in7 a!!ess toour online suort tools5 &nowle%7e 'ases5 an% te!ni!al suort eGerts# 2t isavaila'le or as lon7 as you li!ense your Ora!le ro%u!ts# ,ar& or .eview(1" /oints

Eietime Suort /oli!y

/remier Suort

Gten%e% suort

Sustainin7 Suort ("



Cone o te a'ove


+# is is anoter resour!e availa'le to !ustomers %esi7ne% to romoteawareness an% un%erstan%in7 o te availa'le suort tools an% resour!es to allowyou to 7et te most out o your suort investment# ,ar& or .eview(1" /oints

Suort /ro!ess an% ools a%visor we'!asts ("

$ustomer Servi!es $atalo7

ranser o 2normation (O2"

Sustainin7 Suort

Cewsletters


+6# is re7ion !ontains te !aa'ility to %rill %own an% see te %etails or any ote systems in your !olle!te% !on7urations# Kou !an !omare oint in time istoryo your systems as well5 allowin7 you to i%entiy any !an7es tat ave o!!urre%over time# ,ar& or .eview

(1" /oints

Servi!e .equest re7ion

Cews re7ion

Systems re7ion ("




++# is re7ion were we us imortant inormation rom Ora!le to our!ustomers a'out wat is aenin7 witin suort5 a'out !riti!al at!es tat ave



'e!ome availa'le5 a'out si7ni!ant !an7es tat may 'e o!!urrin7 witin suort#,ar& or .eview(1" /oints

rea&in7 Cews re7ion ("


Cews re7ion




+<# is sta7e o Eie time Suort rovi%es maintenan!e an% suort o Ora!le%ata'ase5 mi%%leware5 an% ali!ation ro%u!ts or years rom teir 7eneralavaila'ility %ate# ,ar& or .eview(1" /oints


/remier Suort ("

Gten%e% suort

Sustainin7 Suort

Cone o te a'ove


+F# $ustomer Su!!ess Sel-Assessment is an online tool %esi7ne% to sare ?lo'alSotware Suort 7oo% ra!ti!es a!ross %omains - Strate7y5 /ro!ess5 /eole5

e!nolo7y an% ?overnan!e ,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orrre!t



<0# is online assessment tool is %esi7ne% to sare ?lo'al Sotware Suort 7oo%ra!ti!es a!ross %omains - Strate7y5 /ro!ess5 /eole5 e!nolo7y an% ?overnan!eU wit te 7oal to el !ustomers 7et maGimum value rom teir Ora!le investments,ar& or .eview

(1" /oints


$ustomer Su!!ess Sel-Assessment ("


Sustainin7 Suort

Cewsletters


<1# e ,y Ora!le Suort ramewor& was !reate% usin7 )EX e!nolo7y romA%o'e# >sin7 te )las viewer allowe% te BeGi'ility to %esi7n a system tat is veryuser rien%ly# ,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orre!t

Ora!le@s Eietime Suort /oli!y(Answer all questions in tis se!tion"

<*# Eietime Suort suorts you at very Sta7e o te Ali!ations Eie $y!le,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orrre!t



<3# /remier Suort Gten%s or ow many years ater a ro%u!t@s release8 ,ar&or .eview(1" /oints

1 Kear

Co limit

10 years

< Kears

years ("

$orre!t $orrre!t

<4# $erti!ations o Cew Ora!le /ro%u!ts are !overe% un%er wi! level(s" osuort8 ,ar& or .eview(1" /oints

/remier Suort

Gten%e% Suort

Sustainin7 Suort

/remier T Gten%e% Suort ("

Cone o te A'ove

2n!orre!t 2n!orre!t# .eer to te Eietime Suort trainin7 or more inormation#

,9S/ Overview(Answer all questions in tis se!tion"

<# y arti!iatin7 in te ,9S/ as eiter a SACet or O/C mem'er ven%ors arerequire% to enter into time !onsumin7 or !ostly suort or le7al a7reements# ,ar&or .eview(1" /oints

rue



)alse ("

2n!orre!t 2n!orre!t# .eer to te ,ulti-9en%or Suort /ro7ram Overview trainin7or more inormation#

<6# ere are no !all restri!tions wit oter mem'ers at te SACet ,ission $riti!allevel ,ar& or .eview(1" /oints

rue ("

)alse


<+# ,9S/ !an 'e a rela!ement or suort ,ar& or .eview(1" /oints

rue

)alse ("

$orre!t $orre!t

<<# Wi! o te ollowin7 statements re7ar%in7 enrollment in te ,ulti-9en%orSuort /ro7ram (,9S/" is CO true8 ,ar& or .eview(1" /oints

nrollment in te ,9S/ is easy 'y sele!tin7 te QNoin CowQ lin& rom te ,9S/ortal a7e on O/C#

>seul ,9S/ enrollment inormation !an 'e oun% on te O/C ortal un%erSuort M Eearn A'out Suort OJerin7s an% enets#

A /artner soul% enroll in te ,9S/ roa!tively i tey rovi%e suort servi!es tomutual !ustomers#

e ,9S/ is oJere% as a value-a%%e% 'enet at no a%%itional !osts to Ora!le/artners as art o teir O/C mem'ersi#

A artner soul% wait to enroll in te ,9S/ until tey en!ounter a multi-ven%orsuort issue rom a mutual !ustomer# ("



2n!orre!t 2n!orre!t# .eer to te ,ulti-9en%or Suort /ro7ram Overview trainin7

or more inormation#

<F# Wi! o te ollowin7 statements re7ar%in7 our value roosition to our

/artners or te ,ulti-9en%or Suort /ro7ram (,9S/" is CO true8 ,ar& or.eview(1" /oints

/rovi%es a !onsistent suort ro!ess or all o a /artner@s suort nee%s5re7ar%less o a ,utual $ustomer@s involvement# ("

/rovi%es a !onsistent5 !olla'orative suort ro!ess 'y wi! to en7a7e witOra!le Suort#

.e%u!es trainin7 !ommitment 'y not avin7 to ursue in-%et trainin7 on Ora!lero%u!ts you %o not suort#

na'les ra!ti!es tat ali7n wit many in%ustry suort !erti!ations#

.e%u!es !osts 'y not avin7 to !reate an% maintain tra%itional !ooerativesuort a7reements#


Ora!le Suort asi!s(Answer all questions in tis se!tion"

F0# rue or )alse8 e most eJe!tive way to es!alate an S. is to !onta!t yourOra!le /artner ,ana7er ,ar& or .eview(1" /oints

rue

)alse ("

2n!orre!t 2n!orre!t5 reer to te Ora!le Suort asi!s trainin7 or moreinormation

F1# ow %o you reort a 'u7 to Ora!le Develoment ,ar& or .eview(1" /oints

$onta!t Develoment %ire!t



$onta!t Ora!le Suort an% tey will raise a 'u7 wit Develoment i aroriate

("

$onta!t Develoment via Ora!le /artner ,ana7er

$onta!t Ora!le Suort an% tey will 7ive you a num'er or Develoment

$orre!t $orre!t

F*# Wen soul% a S. severity 'e !an7e%8 ,ar& or .eview(1" /oints

Wen es!alatin7 a S.

As soon as te S. is oene%

Wen te ima!t on te 'usiness !an7es ("

Cever


F3# eore raisin7 an S. wi! o te ollowin7 woul% you not nee% to %o8 ,ar&or .eview

(1" /oints

nsure you un%erstan% te 'usiness ima!t

$e!& ,y Ora!le Suort or any resolutions to similar issues

.un %ia7nosti! tools

Set u an Ora!le $olla'orative Suort session ("


F4# Wat is te most eJe!tive way to es!alate a S.8 ,ar& or .eview(1" /oints

9ia your Ora!le A!!ount ,ana7er



$all into Suort

>%ate S. in ,y Ora!le Suort an% ten !all into Suort ("

>%ate ,y Ora!le Suort

$orre!t $orre!t

F# Wi! tool allows Ora!le to !onne!t to a !ustomer@s system an% viewinormation8 ,ar& or .eview(1" /oints

O$S (Ora!le $olla'orative Suort" ("

,$/

S. (Servi!e .equest"

.DA (.emote Dia7nosti! A7ent"


F6# Wi! 3 o te ollowin7 will el re%u!e S. in7-on78 (i#e# Ora!le 'attin7questions strai7t 'a!&" ,ar& or .eview(1" /oints


.aise S. via one rater tan ,y Ora!le Suort

.un %ia7nosti!s an% uloa% results wen S. is raise% ("

)ully !omlete all questions in te S. lo77in7 temlate ("

?ive %etails o any re!ent !an7es in your environment ("


F+# Wi! severity soul% a S. 'e raise% at i tere i a minor ima!t on te'usiness8 ,ar& or .eview(1" /oints

Severity 4



Severity *

Severity1

Severity3 ("

$orre!t $orre!t

F<# rue or )alse8 s!alatin7 an S. an% raisin7 te severity o a S. ave eGa!tlyte same ima!t ,ar& or .eview(1" /oints

rue

)alse ("

$orre!t $orre!t

,y Ora!le Suort(Answer all questions in tis se!tion"

FF# ow many lters !an you a%% usin7 /ower9iew ,ar& or .eview(1" /oints

1

Cone

10

As many as you nee% ("

$orre!t $orrre!t

100# 2 te /at! .e!ommen%ation re7ion is en!lose% in an oran7e 'oG an%%islays Samle5 tis means tat ,ar& or .eview(1" /oints

Kou %i% not roerly set u your re7ion to %islay /at! .e!ommen%ations



Kour $>A %i% not 7ive you rivile7e to view /at! .e!ommen%ations

Kour role %oes not in!lu%e a $S2 wit !on7uration %ata !olle!te%=uloa%e% 'y!olle!tors ("

ere are no re!ommen%e% at!es you nee% to install into your environment

Cone o te A'ove

2n!orre!t 2n!orre!t# .eer to te /at!es an% >%ates on ,y Ora!le Suorttrainin7 or more inormation

101# Ora!le re!ommen%s tat !ustomers install $/> /at!es imme%iately ,ar& or.eview(1" /oints

rue ("

)alse

$orre!t $orrre!t

10*# /at! /lan sows te lanne% releases o at!es or te %iJerent Ora!le/ro%u!t Eines ,ar& or .eview(1" /oints

rue

)alse ("

2n!orre!t 2n!orre!t# .eer to te /at!es an% >%ates on ,y Ora!le Suorttrainin7 or more inormation

,y Ora!le Suort $ommunity(Answer all questions in tis se!tion"

103# $olla'orative Suort is te a'ility to rai%ly resolve servi!e in!i%ents in!ustomer environments trou7 a !olla'orative resolution mo%el (!ommonly &nownas a $ommunity"# ,ar& or .eview(1" /oints

rue ("



)alse

2n!orre!t 2n!orre!t# .eer to te ,y Ora!le Suort $ommunity trainin7 or moreinormation#

104# is ta' in te ,y Ora!le Suort !ommunity is were your !onta!tinormation in!lu%in7 an alias !an 'e %ene% an% u%ate%# ,ar& or .eview(1" /oints

/role ta' ("

Dis!ussions ta'

a7s ta'

/eole n%er ta'

/rivate ,essa7es ta'


10# /arti!iation in ,y Ora!le $ommunity as some 7ui%elines# Ora!le@s Suort$ommunity is not or: ,ar& or .eview(1" /oints


VDisara7in7 Ora!le5 its ro%u!ts5 emloyees5 !ustomers5 artners or anyoneelse# ("

Sarin7 oJensive or inaroriate material# ("

Sarin7 your i%eas a'out Ora!le an% our ro%u!ts#

Sarin7 oJensive or inaroriate material# ("

V2ntera!tin7 wit oter mem'ers o te Ora!le Suort !ommunity#


106# is ta' in ,y Ora!le Suort !ommunity allows you to sear! or 'rowse oroter mem'ers o te !ommunity ,ar& or .eview



(1" /oints


/eole n%er ta' ("

a7s ta'

/role ta'

Dis!ussions an% Do!uments ta'


10+# e ,ain $ommunity ome a7e or ta' is !omrise% o a num'er o re7ions

in!lu%in7 ,y $ommunities5 .an&5 a7s5 o /arti!iants5 $ommunity Sotli7t5re!ent !ontent5 7ettin7 starte%5 news an% announ!ements5 an% events ,ar& or.eview(1" /oints

rue ("

)alse

$orre!t $orre!t

10<# is ta' in ,y Ora!le Suort !ommunity is a way or you to or7ani;e an%easily n% !ommunity !ontent# ,ar& or .eview(1" /oints


/role ta'

a7s ta' ("

/eole n%er ta'

Dis!ussions an% Do!uments ta'




Ora!le $olla'orative Suort /ro7ram(Answer all questions in tis se!tion"

10F# o Roin a we' !oneren!e 5 wile 5 te $oneren!e 2D is te same as te S.H 5

te $oneren!e ey is your ,ar& or .eview(1" /oints

/artner 2D

mail A%%ress

$S2 ( $ustomer Suort 2%entier" ("

)irst name o te mloyee Roinin7 OW$

Cone o te a'ove

$orre!t $orre!t

110# 2n te OW$ ool'ar 5 !li!& on te ollowin7 to ena'le Des&to Sarin7 ,ar&or .eview(1" /oints

Sare @Cotin7@

Sare ntire Des&to ("

$oneren!e Details 'utton

Atten%ee %ro %own list

$at i!on

$orre!t $orre!t

111# Kour system must meet te ollowin7 requirements to 'e a'le to run Ora!leWe' $oneren!in7 ,ar& or .eview(1" /oints


Win%ows F< or later ("

/o-u 'lo!&in7 must 'e %isa'le% in your 'rowser ("



10*4 G +6< s!reen resolution ("

2nternet Glorer # or later ("

,i!rosot 9irtual ,a!ine (9," or Sun N. ("

$orre!t $orre!t

ow to s!alate a Servi!e .equest witin Ora!le Suort(Answer all questions in tis se!tion"

11*# e most eJe!tive way to es!alate a S. is to ,ar& or .eview(1" /oints

>%ate te S. wit es!alation request via ,y Ora!le Suort

>%ate S. in ,y Ora!le Suort an% ten !all into Suort ("

9ia your Ora!le A!!ount ,ana7er

$all into te Suort otline num'er

$orre!t $orre!t

113# A $ustomer soul% ensure te ollowin7 'eore requestin7 or a Servi!e.equest s!alation ,ar& or .eview(1" /oints

.eview te Servi!e .equest or !orre!tness o ro'lem statement

>%ate S. wit 'usiness ima!t

>%ate S. wit milestone %ate

Assess te aroriateness o severity level

All o te a'ove ("

2n!orre!t 2n!orre!t# .eer to te ow to s!alate a Servi!e .equest witin Ora!leSuort trainin7 or more inormation#



$ustomer Servi!e Sot-s&ills rainin7 est /ra!ti!es(Answer all questions in tis se!tion"

114# >n%erstan% te %iJeren!e 'etween wat your !ustomers want an% wat your!ustomers nee% els rovi%e ositive !ustomer eGerien!e# /rovi%in7 tar7ete%

inormation an% a%vi!e tey !an use tem to o!us more on wat tey nee% tan onwat tey tin& tey want# ,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orre!t

11# Wat te !ustomers want8 $ustomers want an% eGe!t te ollowin7 romOra!le an% its artners# Sele!t all tat alies# ,ar& or .eview(1" /oints


e te $enter o Attention wen tey ave Cee%s U tey want to eel tey averiority an% attention wen issues arise# ("

eGe!t us to 'e roa!tive an% to anti!iate teir wants an% nee%s ("

staJ nee%s to 'e ro!ient in all availa'le !ommuni!ation otions an% &now

wen to aroriately use ea! ("

Je!tively rea% !ustomers reerre% !ommuni!ation style ("

Cone o te a'ove

2n!orre!t 2n!orre!t# .eer to te $ustomer Servi!e Sot-s&ills rainin7 est/ra!ti!es trainin7 or more inormation#

116# Cot avin7 answers or &now ow to o'tain inormation in a timely manner!ontri'ute to !ustomer rustration# ,ar& or .eview(1" /oints

rue ("

)alse




11+# enets o $ustomer Sot-S&ills trainin7 ro7ram will ena'le artners to:,ar& or .eview

(1" /oints


$reate a sureme ownersi eGerien!e to teir en% !ustomers ("

e!ome re!o7ni;e% art o a i7 erormin7 or7ani;ation ("

etter un%erstan% !ustomer eGe!tations ("

el to %evelo an% imrove s&ills !ommuni!ations ("

A!ieve in%ustry lea%ersi ("


11<# o %ene te %iJeren!e 'etween me%io!re !omanies5 oor erormers an%,ar&et Eea%ers ,ar& or .eview(1" /oints


>n%erstan% te %iJeren!e 'etween !ustomers nee%s an% wants ("

>n%erstan% te !on!et tat 'usiness !annot eGist witout satise% !ustomerswo el sustain revenues ("

Set reasona'le an% measurea'le eGe!tations wit teir !ustomers ("

$reate worl%-!lass !ustomer !onta!t ("

now wen to say no roessionally to !ustomer requests an% rovi%in7alternate solutions ("


11F# Wat are sots&ills8 Sot S&ills let your !ustomers &now: (Sele!t all tatalies"# ,ar& or .eview



(1" /oints


ey are imortant ("

As a servi!e rovi%er are &nowle%7ea'le ("

We are a staJ o roessional an% solution o!use% ("

We are settin7 !lear eGe!tations wit !ustomers ("

Cone o te a'ove


1*0# ,asterin7 an% a!ievin7 7reat !ustomer servi!e an% !ommuni!ation s&illswit your !ustomers will 'uil% $ustomer Eoyalty ,ar& or .eview(1" /oints

rue ("

)alse


1# Wi! ra!& mount server suorts a servi!e ro!essor on an otional %au7ter!ar%8 ,ar& or .eview(1" /oints

Sun )ire X**+0 ("

Sun )ire X4*40

Sun )ire X440

Sun )ire X**0

Sun la%e X6*+

$orre!t $orre!t



*# e oeratin7 system suorte% 'y te X440 server in!lu%es all te ollowin75eG!et8 ,ar& or .eview(1" /oints

Win%ows *003 Server .* S/*

.e% at EinuG 4#65 #1

SuSe SES EinuG 10 S/1

Solaris 10 =0< u%ate or S/A.$ ("

Win%ows *00< Server

$orre!t $orre!t

3# A !ustomer !alls into te !all !enter wit a question# e !ustomer wants toreare a ra!& or te installation o a Sun )ire X4*0 ra!& mount server5 'ut asmisla!e% te %o!umentation# e !ustomers imme%iate nee%s are te%imensions5 wei7t5 an% ower requirements o tis unit# /er your resour!es5 wat iste ra!& unit !aa!ity o tis server8 Dra7 an% %ro your resonse# ,ar& or.eview(1" /oints

A,D-'ase% *> ra!& server

2ntel-'ase% 1> ra!& server

2ntel-'ase% *> ra!& server ("

2ntel-'ase% 4> ra!& server

$orre!t $orre!t

4# A !ustomer !alls into te !all !enter wit an issue# e wants to install a 16-?'yte !oma!t Bas !ar% (/C X46<0A" on a Sun la%e X6*+0 server 'la%e an%wants to &now were te !oma!t Bas !ar% so!&et is lo!ate% on tis server 'la%e#Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem#,ar& or .eview(1" /oints

/rovi%e% !ustomer wit te lo!ation o te !oma!t Bas so!&et tat is on teront o te Sun la%e X6*+0 server 'la%e

/rovi%e% te !ustomer wit te !oma!t Bas !ar% so!&et lo!ation 'ase% on te2EO, %o!umentation



/rovi%e% te !ustomer wit te !oma!t Bas !ar% so!&et lo!ation 'ase% on te

server 'la%e !assis installation %o!umentation

/rovi%e% te !ustomer wit te !oma!t Bas !ar% so!&et lo!ation 'ase% on teSun System an%'oo& server 'la%e entry ("

$orre!t $orre!t

# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te ro'lem statementtat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

$ustomer is as&in7 or te art num'er o te 4-?'yte D2,, tat e !an or%er ("

$ustomer is requestin7 ow to u7ra%e is memory

$ustomer is as&in7 wat tye o memory is in is server

$ustomer %oesn@t &now wat %ensity o memory to or%er

$orre!t $orre!t

6# A !ustomer !alls into te !all !enter wit an issue# e wants to install a 16-?'yte!oma!t Bas !ar% (/C X46<0A" on a Sun la%e X6*+0 server 'la%e an% wants to

&now were te !oma!t Bas !ar% so!&et is lo!ate% on tis server 'la%e# Wattyes o %o!uments rovi%e inormation to resolve te !ustomer@s ro'lem (sele!t*"8 ,ar& or .eview(1" /oints


/ro7rammin7 manual

/ro%u!t notes

A%ministration manual

2nstallation manual ("

Servi!e manual ("

$orre!t $orre!t



+# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e

!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Wat tye o D2,,s %oes tisserver suort8 ,ar& or .eview(1" /oints

DD.3

DD.1

DD.* ("

)D2,,

$orre!t $orre!t

<# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Wat is te maGimum D2,,%ensity suorte% 'y tis server8 ,ar& or .eview(1" /oints

*-?'yte

<-?yte ("

4-?'yte

1-?yte

$orre!t $orre!t

F# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te a!tion lan tat listste stes ta&en to solve te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

9erie% !ustomer@s entitlement an% %etermine% tat !ustomer as many serverswit Sun# Disat!e% Sun Servi!e5 wit a note to te el% en7ineer to !olle!t ee'eore rela!in7 an mo%ule

Disat!e% el% erson wit $.> an% as&e% ) to rela!e te art

Disat!e% el% erson wit ).> an% as&e% ) to rela!e te art



9erie% !ustomer@s entitlement an% %etermine% !ustomer was not eli7i'le or on-

site suort or rela!ement# Glaine% to te !ustomer tat warranty !overa7e%oes not in!lu%e on-site suort rela!ement o a $.> art 'y Sun Servi!es tentoo& !ustomer@s or%er or an mo%ule ("

$orre!t $orre!t

10# Wi! X64 server tat uses A,D-'ase% $/>s# ,ar& or .eview(1" /oints

Sun )ire X**+0 server

Sun )ire X4*0 server

Sun )ire X4140 server ("

Sun )ire X410 server

$orre!t $orre!t

11# )or stan%ar% warranty !overa7e5 it is Sun Servi!e@s oli!y to %isat! el%servi!e to rela!e a $.># ,ar& or .eview(1" /oints

rue

)alse ("

$orre!t $orre!t

1*# Stan%ar% warranty !overs new rmware releases on X64 servers# ,ar& or.eview(1" /oints

rue

)alse ("

2n!orre!t 2n!orre!t# .eer to te X64 Server System Overview trainin7 or moreinormation#



13# A !ustomer !alls into te !all !enter wit a question# e !ustomer wants toreare a ra!& or te installation o a Sun )ire X4*0 ra!& mount server5 'ut asmisla!e% te %o!umentation# e !ustomers imme%iate nee%s are te%imensions5 wei7t5 an% ower requirements o tis unit# /er your resour!es5 wat iste ra!& unit !aa!ity o tis server8 Dra7 an% %ro your resonse# A!!or%in7 toyour resour!es5 wat are te ower requirements o tis server8 ,ar& or .eview

(1" /oints

**095 0 ; A$

1195 60 ; A$

11=**095 0-60 ; A$ ("

1*9 D$

4<9 D$

$orre!t $orre!t

14# A !ustomer !alls into te !all !enter to as& a question a'out settin7 u aserver# e !ustomer wants to &now wi! orts to use to !on7ure te server5were te orts are lo!ate%5 an% ow to a!!ess tem# Sele!t te ro'lem statementtat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

$ustomer is as&in7 or on-site el to set u te system

$ustomer nee%s to &now te %eault a!!ount an% asswor% or te serial ort

$ustomer nee%s te !orre!t ort to a!!ess system

$ustomer nee%s to &now wi! ort to a!!ess to roerly set u te system5 aswell as te system %eault a!!ount an% asswor% ("

$orre!t $orre!t

1# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te a!tion lan tat listsstes ta&en to solve te !ustomer@s issue# ,ar& or .eview(1" /oints

Disat!e% el% en7ineer to u7ra%e !ustomer memory

Sent memory u7ra%e to !ustomer



/rovi%e% !ustomer wit memory art num'er X63**A ("

oo& !ustomer@s or%er or memory u7ra%e

$orre!t $orre!t

16# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittentlysuttin7 %own# Sele!t te %o!ument tat may relate to te !ustomer@s issue: ,ar&or .eview(1" /oints

$. 6+<0*6

)A *0111 ("

)A *4006

Sun Alert *434<6

$orre!t $orre!t

1+# 2 a !ustomer as a ailure o a Sun )ire X4*+0 Server ower suly wat lin&witin te system an%'oo& !an you reeren!e to n% a art num'er or arela!ement 8 ,ar& or .eview(1" /oints

)iel% A!tion ulletins ()As"

ar%ware Se!i!ations

)ull $omonents Eist ("

/ro'lem .esolution

$orre!t $orre!t

1<# Wi! is not in!lu%e% in )As8 ,ar& or .eview(1" /oints

)iel% $an7e Or%ers ()$Os"

)iel% 2normation Coti!e ()2Cs"



ar%ware issues

Sun Alerts ("

$orre!t $orre!t

1F# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittentlysuttin7 %own# Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@sro'lem: ,ar& or .eview(1" /oints

$ustomer is reortin7 an intermittent A$ ower ro'lem

$ustomer is reortin7 tat is Sun la%e X6*0 server 'la%es on is Sun la%e6000 ,o%ular System are intermittently suttin7 %own ("

$ustomer !alle% to 7et a rela!ement Sun la%e X6*0 server 'la%e 'e!ause it isintermittently suttin7 %own

$ustomer is reortin7 a tat is Sun la%e 6000 ,o%ular System is intermittentlysuttin7 %own

$orre!t $orre!t

*0# A !ustomer !alle% te servi!e !enter in%i!atin7 tat te ,$ networ& settin7s

!annot 'e set or a stati! 2/ !on7uration usin7 2OS on a Sun )ire X440 Server#Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem:,ar& or .eview(1" /oints

Or%ere% a new moter'oar% or te !ustomer

.eerre% to )A *3F64 inormation in te !all an% asse% te !all to te 'a!&lineor resolution


.eerre% to $. 6+<0*6 inormation into te !all an% asse% te !all to te'a!&line or resolution ("

$orre!t $orre!t



*1# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Wat inormation is &ey in %eterminin7 i tis %o!ument alies to te !ustomer@sro'lem (sele!t *" 8 ,ar& or .eview(1" /oints


$/> ven%or mo%el H ("

D2,, ven%or mo%el H an% %ate !o%e ("

Server 'la%e slot num'er

System serial num'er

)an art num'er

$orre!t $orre!t

**# Wi! %o!ument woul% you use to n% te ra!& mount ro!e%ure o te Sun)ire X4*+0 Server8 ,ar& or .eview(1" /oints

Sun )ire X41+05 X4*+0 an% X4*+ Servers OS 2nstallation ?ui%e

Sun )ire X41+05 X4*+0 an% X4*+ Servers Servers ?ettin7 Starte% ?ui%e

Sun )ire X41+05 X4*+0 an% X4*+ Servers 2nstallation ?ui%e ("

Sun )ire X41+05 X4*+0 an% X4*+ Servers Servi!e ,anual

$orre!t $orre!t

*3# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Sele!t te %o!ument tat may relate to te !ustomer@s issue: ,ar& or .eview(1" /oints

)A *44406

Sun Alert *31*4

Sun Alert *44<6 ("



/ro%u!t notes 7 **

$orre!t $orre!t

*4# A !ustomer !alle% te servi!e !enter in%i!atin7 tat te ,$ networ& settin7s!annot 'e set or a stati! 2/ !on7uration usin7 2OS on a Sun )ire X440 Server#Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem: ,ar& or.eview(1" /oints

$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 2OS ("

$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 i!on7

$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 Win%ows

$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 2EO,

$orre!t $orre!t

*# A !ustomer !alle% te servi!e !enter in%i!atin7 tat te ,$ networ& settin7s!annot 'e set or a stati! 2/ !on7uration usin7 2OS on a Sun )ire X440 Server#Sele!t te %o!ument tat may relate to te !ustomer@s issue# ,ar& or .eview(1" /oints

)A *44406

$. 6+<0*6 ("

Sun Alert *44<6

/ro%u!t notes 7 **

$orre!t $orre!t

*6# Wi! %o!ument woul% you use to n% te memory oulation rules o te Sunla%e X6*+ Server ,o%ule8 ,ar& or .eview(1" /oints

Sun la%e X6*+ Server ,o%ule Servi!e ,anual ("

Sun la%e X6*+ Server ,o%ule OS 2nstallation ?ui%e

Sun la%e X6*+ Server ,o%ule /ro%u!t Cotes



Sun la%e X6*+ Server ,o%ule 2nstallation ?ui%e

$orre!t $orre!t

*+# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem: ,ar& or.eview(1" /oints

$ustomer is reortin7 a memory !on7uration ro'lem involvin7 4-?yte D2,,s

$ustomer is reortin7 multile sin7le 'it errors on 4-?yte D2,,s in is Sun )ireX4600 server ("

$ustomer nee%s a rela!ement o a series o D2,,s in is Sun )ire X4600 server

$ustomer nee%s as a memory !on7uration ro'lem tat nee%s to 'e !e!&e%

$orre!t $orre!t

*<# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittentlysuttin7 %own# Wi! tye o %o!ument may rovi%e inormation to resolve te

!ustomer@s ro'lem assumin7 you &now tis ro'lem as o!!urre% 'eore (sele!t*"8 ,ar& or .eview(1" /oints


/ro%u!t notes 7 **

Servi!e manual

Sun Alerts ("

)iel% A!tion ulletins ()A" ("

2nstallation manual

$orre!t $orre!t



*F# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem:,ar& or .eview(1" /oints

.eerre% to )A *44406 inormation into te !all an% asse% te !all to te'a!&line or resolution


.eerre% to )A *3F64 inormation in te !all an% asse% te !all to te 'a!&lineor resolution ("

Or%ere% a new D2,, or te !ustomer

$orre!t $orre!t

30# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittentlysuttin7 %own# Sele!t te a!tion lan tat lists te stes ta&en to solve te!ustomer@s ro'lem: ,ar& or .eview(1" /oints

Or%ere% a new ower suly or te !ustomer


.eerre% to te Sun Alert *434<6 inormation in te !all an% asse% te !all to te'a!&line or resolution ("

.e!or%e% te )A *0111 inormation into te !all an% asse% te !all to te'a!&line or resolution

$orre!t $orre!t

31# A !ustomer !alle% te servi!e !enter wit a question on a server@s networ&mana7ement ort# e !ustomer is tryin7 to !on7ure is networ& mana7ementort on is X440 server so tat e !an a!!ess it rom is mana7ement networ&# eis not amiliar wit te networ& mana7ement a!ility an% !omman%s e nee%s toerorm# ow woul% you %es!ri'e te lo!ation o te networ& mana7ement ort tote !ustomer8 ,ar& or .eview(1" /oints



e .N-4 !onne!tor on te ront o te server la'ele% S. ,?

e .N-4 !onne!tor on te ront o te server la'ele% C ,?

e .N-4 !onne!tor on te rear o te server la'ele% S. ,?

e .N-4 !onne!tor on te rear o te server la'ele% C ,? ("

$orre!t $orre!t

3*# Wi! 2EO, !omman% or navi7ation at !an %islay te !urrent state o tesystem in%i!ators on a server or server 'la%e8 ,ar& or .eview(1" /oints

!% =.D=in%i!ator L sow

System 2n%i!ators --M 2n%i!ators

!% =SKS=in%i!ator L %islay

System ,onitorin7 --M 2n%i!ators ("

$orre!t $orre!t

33# Wi! sour!e o inormation is not nee%e% or an initial on-site installation o

an X4600 ,* server8 ,ar& or .eview(1" /oints

?ettin7 Starte% ,anual

2nstallation ?ui%e

nterrise 2nstallation Stan%ar%s (2S"

/ro7rammin7 ,anual ("

$orre!t $orre!t

34# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Wi! a!tion



soul% %oes CO nee% to 'e erorme% in te X6*40 removal ro!ess8 ,ar& or.eview(1" /oints

.emove any ront anel !a'lin7#

ol% %own te ower 'utton on te server 'la%e or 4 se!on%s or erorm asto =SKS 2EO, !omman%#

/ower %own te Sun la%e 6000 ,o%ular System !assis# ("

/ull oen te server 'la%e@s to an% 'ottom an%les#

$orre!t $orre!t

3# A !ustomer !alle% te servi!e !enter wit a question on 2/,2# e !ustomer

uses 2/,2 to monitor te state o is servers at er site an% wants to &now i ernew X4*+0 server suorts 2/,25 i tere is any Sun %o!umentation tat !overs 2/,2an% were se !an 7et sotware to a!!ess 2/,2@s user intera!e rom er newserver@s OS# Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@sro'lem# ,ar& or .eview(1" /oints

$onrme% tat te server suorts 2/,2 1# an% assiste% te !ustomer in!on7urin7 2/,2tool on er server#

Sent te !ustomer te 2EO, %o!umentation tat !ontains all se nee%e% to &nowa'out Sun@s imlementation o 2/,2#

$onrme% tat te server suorts 2/,2 *#05 rovi%e% te !ustomer te we' siteto te 2/,2tool an% assiste% er in !on7urin7 an% a!!essin7 te user intera!e#

$onrme% tat te server suorts 2/,2 *#05 rovi%e% te !ustomer te we' siteto te 2/,2tool an% %ire!te% te !ustomer to te 2EO, %o!ument tat as a !ontenton Sun@s imlementation o 2/,2# ("

$orre!t $orre!t36# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tatin%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Wi! tyeo %o!uments soul% you review to %etermine i it is sae to erorm a ower sulyot swa8 ,ar& or .eview(1" /oints

2EO, ,anual



2nstallation ,anual

)As5 Sun Alerts5 an% Servi!e ,anual ("

/ro7rammin7 ,anual

$orre!t $orre!t

3+# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tatin%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Wi!inormation !an %etermine weter te Sun Alert *<40< alies to tis server8,ar& or .eview(1" /oints

e manua!turer o te ower suly

Weter te ower suly is A$ or D$

e art num'er an% %ate !o%e o te ower suly ("

as tis ower suly aile% in te ast8

$orre!t $orre!t

3<# Wi! is te user intera!e sotware or te 2/,2 utility8 ,ar& or .eview(1" /oints

2/,2>ser

2/,22ntera!e

2/,2ool ("

2/,2A!!ess

$orre!t $orre!t

3F# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Wi! is teX6*40 art num'er tat nee%s to 'e or%ere%8 ,ar& or .eview



(1" /oints

Any o te a'ove

40-+F06 ("

F4-61<

F4-6+

$orre!t $orre!t

40# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Sele!t te a!tion

lan tat lists te stes ta&en to solve te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

Sent te el% te!ni!ian te %o!uments tat !ontains te rela!ement an% server'la%e or%erin7 ro!e%ures#

/rovi%e% te el% te!ni!ian wit te lo!ation o te ro!e%ure to erorm terela!ement alon7 wit te art num'er o a rela!ement X6*40 server 'la%e#

.eviewe% te rela!ement ro!e%ure wit te el% te!ni!ian an% assiste% inor%erin7 a rela!ement X6*40 server 'la%e# ("

$olle!te% an% re!or%e% all inormation on te rela!ement an% or%erin7ro!e%ure an% asse% te !all to te 'a!& line#


41# A !ustomer !alle% te servi!e !enter wit a question on 2/,2# e !ustomeruses 2/,2 to monitor te state o is servers at er site an% wants to &now i ernew X4*+0 server suorts 2/,25 i tere is any Sun %o!umentation tat !overs 2/,2an% were se !an 7et sotware to a!!ess 2/,2@s user intera!e rom er newserver@s OS# Wat is te latest version o 2/,2 tat is suorte% on te X4*+0server8 ,ar& or .eview(1" /oints

1

* ("

1#



*#

$orre!t $orre!t

4*# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Wi! tye o%o!ument rovi%es te ro!e%ure to erorm te rela!ement tas&8 ,ar& or.eview(1" /oints

2nstallation manual

)iel% A!tion ulletins ()A"

/ro%u!t notes a7e 10

Sun Alerts

Servi!e manual ("

$orre!t $orre!t

43# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tat

in%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Assumerom te results o your review5 te ower suly ot swa sows no issues# Watare you 7oin7 to re!ommen% to te !ustomer8 ,ar& or .eview(1" /oints

ave a Sun servi!e ersonnel erorm te ot swa o te ower suly#

/erorm a !ol% swa o te ower suly at your earliest !onvenien!e#

Wait or a maintenan!e erio% to erorm te !ol% swa o te aile% owersuly#

Wait or a maintenan!e erio% to erorm te ot swa o te aile% ower suly#("

$orre!t $orre!t



44# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tat

in%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Wi!veries te lo!ation o te aile% ower suly8 ,ar& or .eview

(1" /oints

All ower suly EDs are oJ

e ower suly 7reen O ED is Basin7

e ower suly am'er Servi!e .equire% ED is lit ("

y eGe!utin7 te 2EO, Bas !omman% to turn on te Servi!e .equire% ED

$orre!t $orre!t

4# A !ustomer !alle% te servi!e !enter wit a question on a server@s networ&mana7ement ort# e !ustomer is tryin7 to !on7ure is networ& mana7ementort on is X440 server so tat e !an a!!ess it rom is mana7ement networ&# eis not amiliar wit te networ& mana7ement a!ility an% !omman%s e nee%s toerorm# Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@sro'lem# ,ar& or .eview(1" /oints

Assiste% te !ustomer in lo!atin7 te ro!e%ure in te 2EO, manual5 a!!ess 2EO,on te serial ort an% use te 2EO, !omman%s to !on7ure te networ&

mana7ement ort# ("

Assiste% te !ustomer in lo!atin7 te ro!e%ure in te 2EO, manual an% tol% te!ustomer tat e soul% use te serial mana7ement ort#

$olle!te% an% reorte% te !ustomer@s networ& arameters an% asse% tis !allto te 'a!&line en7ineers#

Sent a Sun el% erson out to te !ustomer site to erorm te !on7uration ote networ& mana7ement ort#

$orre!t $orre!t

46# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Sele!t te a!tion lan tatlists te stes ta&en to solve te !ustomer@s ro'lem# ,ar& or .eview(1" /oints



.eviewe% te )As an% Sun Alerts an% oun% no relate% issues# Disat!e% a el%

en7ineer to reverse te $/> u7ra%e 'a!& to te X63F4A#

.eviewe% te )As an% Sun Alerts an% oun% no relate% issues# avin7 te!ustomer run some Sun9S $/> %ia7nosti!s to isolate te ro'lem#

Disat!e% a el% en7ineer to %ia7nose te !ustomer@s $/> ro'lem#

.eviewe% te )As an% Sun Alerts an% oun% no relate% issues# $olle!te% a !ras%um an% Glorer s!rit out an% in!lu%e% it tis !all ten asse% tis issue to a'a!&line en7ineer# ("

$orre!t $orre!t

4+# A !ustomer !alls te servi!e !enter wit a an ailure messa7e tat involves

an sensor '1#m*#0#see% on a X4440 server# e !ustomer wants to &now watse soul% %o at tis oint 'e!ause te system is u an% runnin7# Sele!t tero'lem statement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

$ustomer nee%s assistan!e in %eterminin7 te nature o te an ailure messa7ean% !ourse o a!tion to ta&e# ("

$ustomer nee%s assistan!e in %eterminin7 te nature o te an ailure messa7e#

$ustomer nee%s assistan!e in %eterminin7 te nature o te an ailure messa7ean% ow to or%er a rela!ement#

$ustomer nee%s assistan!e in or%erin7 a an mo%ule rela!ement#

$orre!t $orre!t

4<# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Wi!5 i any5 o te%o!uments liste% relate% to tis issue8 ,ar& or .eview(1" /oints

Cone ("

*41F66

*<40<

*4<4<+



$orre!t $orre!t

4F# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0

server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Wi! tye o %o!umentssoul% you review to %etermine i tere are any 'u7s relate% to tis issue8 ,ar& or.eview(1" /oints

Servi!e ,anual

)As an% Sun Alerts ("

2nstallation ,anual

2EO, manuals

$orre!t $orre!t

0# A !ustomer !alls te servi!e !enter wit a an ailure messa7e tat involvesan sensor '1#m*#0#see% on a X4440 server# e !ustomer wants to &now watse soul% %o at tis oint 'e!ause te system is u an% runnin7# Wi! %o!ument!ontains tis sensor inormation tat mas it to te ysi!al an mo%ule an% an'oar%8 ,ar& or .eview(1" /oints

Sun )ire X41405 X4*405 an% X4440 Servers 2nstallation ,anual

Sun )ire X41405 X4*405 an% X4440 Servers Servi!e ,anual

Sun )ire X41405 X4*405 an% X4440 Servers /ro7rammin7 ?ui%e

Sun )ire X41405 X4*405 an% X4440 Servers Dia7nosti!s ?ui%e ("

$orre!t $orre!t

1# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@sro'lem# ,ar& or .eview(1" /oints



/rovi%e% te !ustomer te names o te memory %ia7nosti!s alon7 wit te lin&sto te %ia7nosti! %o!umentation tat eGlains teir un!tion5 use an% tat!orreson%s to te X4140 server# ("

/rovi%e% te !ustomer te lin&s to te %ia7nosti! %o!umentation tat eGlainsteir un!tion5 use an% tat !orreson%s to te X4140 server#

Sent a Sun el% te!ni!ian out to te !ustomer@s site to %ia7nose te memoryro'lem#

Eo77e% into te !ustomer@s X4140 server5 ran memory %ia7nosti!s an% isolate%te ro'lem %own to a sin7le D2,,#

$orre!t $orre!t

*# A !ustomer !alle% te suort !enter wit a suose% %is& ro'lem# e wants

to &now wi! %ia7nosti!s are availa'le to test a %is& on a X**+0 server# Wi!%ia7nosti! tests te Sun )ire X**+0 S/ ar%ware Rust rior to te S/ 'oot8 ,ar& or.eview(1" /oints

Sun9S

/!-$e!&

>-oot ("

/OS

$orre!t $orre!t

3# Were is /!-$e!& ro7ram lo!ate% witin an X6*+0 server 'la%e8 ,ar& or.eview(1" /oints

2EO, ("

2OS

OS

O/

$orre!t $orre!t



4# A !ustomer !alle% te suort !enter wit a suose% %is& ro'lem# e wants

to &now wi! %ia7nosti!s are availa'le to test a %is& on a X**+0 server# Wi!%ia7nosti! tests te Sun )ire X**+0 OS ar%ware Rust rior to te OS 'oot8 ,ar&or .eview(1" /oints

>-oot

Sun9S

/!-$e!&

/OS ("

$orre!t $orre!t

# Wi! is not a >-oot mo%e o oeration8 ,ar& or .eview(1" /oints

Gten%e%

Pui!&

,anual ("

Cormal

$orre!t $orre!t

6# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem#,ar& or .eview(1" /oints

$ustomer nee%s assistan!e on wat %ia7nosti!s are availa'le to test is X4140server memory# ("

$ustomer nee%s assistan!e on ow to lo!ate a aile% D2,, on is X4140 server#

$ustomer nee%s assistan!e on ow to u7ra%e is X4140 server memory#

$ustomer nee%s someone onsite to %ia7nose an% G is X4140 server memoryro'lem#



$orre!t $orre!t

+# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140

server# Are tere D2,, ault EDs an% ow are tey viewe%8 ,ar& or .eview(1" /oints

Kes5 te D2,, ault ED Bases wen te ault o!!urs#

Kes5 you ress te Q)ault .emin%Q 'utton to ma&e te D2,, ault ED Bas# ("



$orre!t $orre!t

<# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Wat else !an you %o tosolve te !ustomer@s ro'lem8 ,ar& or .eview(1" /oints

ave te !ustomer run Sun9S $/> %ia7nosti!s#

ave te !ustomer rerun /OS#

,a&e you ave as mu! inormation a'out te issue re!or%e% an% ass tis to te'a!&line en7ineer# ("

Sen% out a el% te!ni!ian to reverse te $/> u7ra%e#

$orre!t $orre!t

F# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Wi! is utility %oes CO suort ost memory tests 8Sun9S /!-$e!&/OS >-oot ,ar& or .eview(1" /oints

/OS

/!-$e!&



>-oot ("

Sun9S

$orre!t $orre!t

60# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Sele!t te ro'lemstatement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

$ustomer nee%s a el% te!ni!ian to reverse is X4*0 server $/> u7ra%e roma rom a X63F4A to a X63F<A#

$ustomer@s X4*0 server $/> u7ra%e to a X63F<A is !ausin7 is server to !ras#

$ustomer X4*0 server is !rasin7 intermittently sin!e is $/>s were u7ra%e%

rom a rom a X63F4A to a X63F<A# ("

$ustomer wants $/> u7ra%e rom a X63F4A to a X63F<A on tis X4*0 server#

$orre!t $orre!t

61# An Galo7i! ull-ra!& wei7s twi!e as mu! as a al-ra!&# ,ar& or .eview(1" /oints

rue

)alse ("

$orre!t $orre!t

6*# Sele!t two o te utilities tat are availa'le or a%ministration o te Galo7i!lasti! $lou%# ,ar& or .eview(1" /oints


nterrise ,ana7er ("

.D/ ("

DOS



D$E2

2n!orre!t 2n!orre!t# /lease review te Ora!le Galo7i! lasti! $lou% Servi!es>%ate trainin7 in more %etail#

63# N.o!&it an% otsot use te same ND5 so wen you install tem5 a 'i7 art ote installation is eGa!tly te same# ,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orre!t

64# e Galo7i! lasti! $lou% is oJere% in a ull-ra!& !on7uration only# ,ar& or.eview(1" /oints

rue

)alse ("

$orre!t $orre!t

6# ow many 2nnian% swit!es are in te Galo7i! lasti! $lou% )ull .a!&!on7uration8 ,ar& or .eview(1" /oints

4 ("

<

1*

16

$orre!t $orre!t

66# Wi! o tese reresents te entity ierar!y use% 'y te Galo7i! stora7ealian!e8 ,ar& or .eview(1" /oints



/ool5 /roRe!t5 Sare ("

/ort5 /ool5 Sare

Sare5 /ort5 /ool

Sare5 /ool5 /roRe!t

/ool5 Sare5 /roRe!t

$orre!t $orre!t

6+# e Z)S Stora7e alian!e is ma%e u o two +3*0 stora7e ea% no%es in a!luster !on7uration atta!e% to a sin7le %is& sel (NOD" ,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orre!t

6<# e Galo7i! lasti! $lou% oJers te !oi!e 'etween Ora!le nterrise EinuGan% Solaris at installation time ,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orre!t

6F# $a'les or eGan%in7 u to 3 ull ra!&s are in!lu%e% in te siin7 material#,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orre!t



+0# Wat tye o %is& %rive is use% in te Galo7i! !omute no%es8 ,ar& or.eview(1" /oints

* SAA DD

2ntel 3* ? soli% state %is&

1* ? soli% state %is& ("

ere are no %is& %rives in te !omute no%es#

$orre!t $orre!t

+1# 2%entiy te suort mo%el %es!ri'e%: is suort mo%el suort sotware%ee!ts are i%entie% an% !ustomers are automati!ally notie% o te otentialro'lem an% its ima!t# ,ar& or .eview

(1" /oints

ra%itional suort mo%el

/ro-a!tive suort mo%el

/re%i!tive suort mo%el ("

Cone o te a'ove

All o te a'ove

$orre!t $orre!t

+*# 2%entiy te suort mo%el %es!ri'e%: Suort mo%el tat rovi%es inormationa'out te latest issues an% at!es5 ten you as a !ustomer review wat solutionsmay or may not aly in your environment# ,ar& or .eview(1" /oints

ra%itional suort mo%el

/ro-a!tive suort mo%el ("

/re%i!tive suort mo%el

Cone o te a'ove

All o te a'ove



$orre!t $orre!t

+3# $ustomer Su!!ess Sel-Assessment is an online tool %esi7ne% to sare ?lo'alSotware Suort 7oo% ra!ti!es a!ross %omains - Strate7y5 /ro!ess5 /eole5

e!nolo7y an% ?overnan!e ,ar& or .eview

(1" /oints

rue ("

)alse

$orre!t $orrre!t

+4# 2t is an inte7rate%5 multi!annel5 online !olla'oration ortal tat levera7es telatest We' *#0 te!nolo7ies to rovi%e real-time a!!ess to Ora!les &nowle%7e

reository# 2t is a venue were !ustomers eG!an7e &nowle%7e wit an eGtensivenetwor& o eers an% Ora!le eGerts# ,ar& or .eview(1" /oints

,y Ora!le Suort $ommunity ("

Suort Dia7nosti!s ools

,aintenan!e Wi;ar%

D >7ra%e !omanion

$on7uration mana7er

$orre!t $orrre!t

+# Our main o!us in Suort is to assist in minimi;in7 any %isrutions to yoursystem# We %o tis trou7 ,ar& or .eview(1" /oints


/ro'lem Avoi%an!e trou7 te $on7uration mana7er ealt !e!&s ("

Sel Servi!e .esolution - resolvin7 ro'lems witout te nee% to !onta!t Ora!leSuort ("

.e%u!tion in resolution time - minimi;in7 te time sent to resolve an issue ("

Answers 1 T * only



Cone o te a'ove

$orre!t $orre!t

+6# is re7ion were we us imortant inormation rom Ora!le to our !ustomersa'out wat is aenin7 witin suort5 a'out !riti!al at!es tat ave 'e!omeavaila'le5 a'out si7ni!ant !an7es tat may 'e o!!urrin7 witin suort# ,ar& or.eview(1" /oints

rea&in7 Cews re7ion ("


Cews re7ion



$orre!t $orrre!t

++# is trainin7 resour!e is 'uilt or ra!ti!al real-worl% situations5 allowin7 you to7ain valua'le an%s-on eGerien!e as well as use te resente% solutions as teoun%ation or ro%u!tion imlementation5 %ramati!ally re%u!in7 time to%eloyment# ,ar& or .eview

(1" /oints

Sustainin7 Suort

Cewsletters



Ora!le y Gamle (O" ("

$orre!t $orrre!t

+<# is resour!e 'rin7s you news5 te!ni!al !ontent5 an% te!ni!al u%ates romte various Ora!le Suort teams# ey are !reate% or te urose o enan!in7your servi!e eGerien!e wit Ora!le Suort 'y roa!tively rovi%in7 you witvalua'le inormation# ,ar& or .eview



(1" /oints



Sustainin7 Suort


Cewsletters ("


+F# Eist all 'enets o usin7 ,y Ora!le Suort# ,ar& or .eview

(1" /oints


Answers 15* T 3 only

2t is Ora!le@s neGt 7eneration suort latorm# ("

2t is te sin7le oint-o-entry or all intera!tions wit Ora!le Suort ("

/rovi%es you a!!ess to te ,y Ora!le Suort $ommunity5 were you !anarti!iate in %is!ussions5 an% eG!an7e &nowle%7e wit an eGtensive networ& o

eers an% Ora!le eGerts# ("

2t is an easy to navi7ate5 we'-'ase% ortal tat rovi%es ersonali;e%5 roa!tive5an% !olla'orative suort# ("

$orre!t $orrre!t

<0# is is anoter resour!e !ontainin7 re!or%e% %is!ussions %urin7 wi!%eveloment outlines un!tionality in!lu%e% witin new ro%u!t releases# ,ar& or.eview(1" /oints


Sustainin7 Suort

Cewsletters




ranser o 2normation (O2" ("

$orre!t $orrre!t

$reatin7 $ustomer 9alue(Answer all questions in tis se!tion"

<1# is online assessment tool is %esi7ne% to sare ?lo'al Sotware Suort 7oo%ra!ti!es a!ross %omains - Strate7y5 /ro!ess5 /eole5 e!nolo7y an% ?overnan!eU wit te 7oal to el !ustomers 7et maGimum value rom teir Ora!le investments,ar& or .eview(1" /oints

Sustainin7 Suort

$ustomer Su!!ess Sel-Assessment ("


Cewsletters


$orre!t $orrre!t

Ora!le@s Eietime Suort /oli!y(Answer all questions in tis se!tion"

<*# 2t is Ora!le@s oli!y to or!e u7ra%es ater a !ustomer as a% 10 years insustainin7 suort# ,ar& or .eview(1" /oints

rue

)alse ("

$orre!t $orrre!t

<3# Gten%e% Suort is rovi%e% or an ow many a%%itional years ater /remierSuort en%s8 ,ar& or .eview(1" /oints



3 years ("

years

< Kears

1 Kear

Co limit

$orre!t $orrre!t

<4# Eietime Suort suorts you at very Sta7e o te Ali!ations Eie $y!le,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orrre!t

,9S/ Overview

(Answer all questions in tis se!tion"

<# >n%er ,9S/ mo%el5 !ustomer !all a ven%or or a ro'lem# Wile te suortanalyst %e!i%es involvement rom anoter ven%or5 e will lo7 S. to anoter ven%or5ten !ustomer ollow te S. to anoter ven%or# ,ar& or .eview(1" /oints

rue

)alse ("

$orre!t $orre!t

<6# wi! are SACet relationsi levels8 ,ar& or .eview(1" /oints


,ission $riti!al $ommunity ("



$lassi! or Stan%ar% $ommunity ("

Oen ?rou A7reements

$lose% ?rou A7reements ("

$orre!t $orre!t

<+# As an a!tive O/C mem'er5 you are automati!al 'e!ome O/C-,9S/ 'enet#,ar& or .eview(1" /oints

rue

)alse ("

$orre!t $orre!t

<<# Wi! o te ollowin7 statements are /artner requirements or arti!iation inte ,ulti-9en%or Suort /ro7ram (,9S/"8 ,ar& or .eview(1" /oints


/artner must 'e a !urrent O/C mem'er in 7oo% stan%in7# ("

/artner must 'e traine% on all Ora!le ro%u!ts tey wis to en7a7e wit Ora!leSuort trou7 te ,9S/#

/artner must aly an% re!eive% !onrmation o a!!etan!e or use o te ,9S/'enet# ("

/artner must 'e a!!ete% into all /ro%u!t )o!us Areas in or%er to arti!iate inte ,9S/#

/artner must ave a u'lise% role in O/C Solutions $atalo7# ("

$orre!t $orre!t

<F# Wi! o te ollowin7 is te suort !allen7es at te multile ven%or!omutin7 environment8 ,ar& or .eview(1" /oints



$omleGity o ,9S environments

.isin7 ,ulti-9en%or Suort A!tivity

Gan%in7 !all .esolution imes

/roi'itive rainin7 Deman%s or te!ni!al analysts

All o te a'ove ("

$orre!t $orre!t

Ora!le Suort asi!s(Answer all questions in tis se!tion"

F0# Wi! 3 o te ollowin7 will el re%u!e S. in7-on78 (i#e# Ora!le 'attin7questions strai7t 'a!&" ,ar& or .eview(1" /oints


.un %ia7nosti!s an% uloa% results wen S. is raise% ("

?ive %etails o any re!ent !an7es in your environment ("

.aise S. via one rater tan ,y Ora!le Suort

)ully !omlete all questions in te S. lo77in7 temlate ("

$orre!t $orre!t

F1# Wi! o te ollowin7 is not normally rovi%e% via ,y Ora!le Suort ,ar& or.eview(1" /oints

Dia7nosti! ests

$erti!ation inormation

A!!ess to S. lo77in7

$ertie% A%vanta7e /artner $riteria ("




F*# Wi! severity soul% a S. 'e raise% at i tere i a minor ima!t on te'usiness8 ,ar& or .eview

(1" /oints

Severity 4

Severity1

Severity *

Severity3 ("

$orre!t $orre!t

F3# Wo retains ownersi o te S.8 ,ar& or .eview(1" /oints

Sare% ownersi trou7out ("

Starts wit /artner an% ten moves 'a!& an% ort

Ora!le retains ownersi trou7out

Starts wit Ora!le an% ten moves 'a!& an% ort


F4# ow lon7 will a Ora!le $olla'orative Suort session last8 ,ar& or .eview(1" /oints

> to 1 our

>nlimite%

> to minutes

Will ta&e *0 minutes 'utmay'e %een%ent on te en7ineer wo is %oin7 te O$S#("

$orre!t $orre!t



F# Were !an you n% u-to-%ate inormation a'out suort tools an% ro!esses8,ar& or .eview(1" /oints


,y $on7s an% /roRe!ts

$S2 Cum'er

O/C ("

,y Ora!le Suort ("

$orre!t $orre!t

F6# rue or )alse8 s!alatin7 an S. an% raisin7 te severity o a S. ave eGa!tly tesame ima!t ,ar& or .eview(1" /oints

rue

)alse ("

$orre!t $orre!t

F+# rue or )alse8 An S. soul% 'e es!alate% wen te severity assi7ne% %oes notreBe!t te true 'usiness ima!t ,ar& or .eview(1" /oints

rue

)alse ("


F<# Wen !an you lo7 a S. via ,y Ora!le Suort8 ,ar& or .eview(1" /oints

very Day5 Fam to #30 m

,on%ay to )ri%ay5 Fam to #30 m



2t %een%s on te level o your Suort servi!e

*4G+ ("

$orre!t $orre!t

,y Ora!le Suort(Answer all questions in tis se!tion"

FF# 2 te /at! .e!ommen%ation re7ion is en!lose% in an oran7e 'oG an% %islaysSamle5 tis means tat ,ar& or .eview(1" /oints

Kou %i% not roerly set u your re7ion to %islay /at! .e!ommen%ations

Kour $>A %i% not 7ive you rivile7e to view /at! .e!ommen%ations

Kour role %oes not in!lu%e a $S2 wit !on7uration %ata !olle!te%=uloa%e% 'y!olle!tors ("

ere are no re!ommen%e% at!es you nee% to install into your environment

Cone o te A'ove

$orre!t $orrre!t

100# /roRe!ts wor&s wit $on7uration to ,ar& or .eview(1" /oints


Allows you to &ee tra!& o issues aJe!tin7 your milestone ("

els you s!e%ule an% lan or te roll-out o new Ora!le imlemenations ("

Allows you to monitor S.s tat are atta!e% to a /roRe!t ("

Allows you to mana7e te systems you !oose to in!lu%e in a sin7le re7ion ("

Cone o te A'ove

$orre!t $orrre!t



101# ow many lters !an you a%% usin7 /ower9iew ,ar& or .eview(1" /oints

As many as you nee% ("

1

10

Cone

$orre!t $orrre!t

10*# e ollowin7 lters are availa'le in /ower9iew ,ar& or .eview(1" /oints


ost Came5 Eie!y!le5 /latorm an% /ro%u!t ("

S. Owner5 S. $reation Date5 S. $losure Date

Suort 2%entier5 System Des!rition5 System Came ("

$ustom System /roerties ("

Cone o te A'ove

2n!orre!t 2n!orre!t# .eer to te >sin7 /ower9iew in ,y Ora!le Suort trainin7or more inormation

,y Ora!le Suort $ommunity(Answer all questions in tis se!tion"

103# rue or )alse# Anoter !ommunity 'enet is te .ewar%s an% .e!o7nition/ro7ram# 2n tis ro7ram5 we n% oortunities to re!o7ni;e users or teirarti!iation an% su!!ess witin te !ommunity# ,ar& or .eview(1" /oints

rue ("



)alse

$orre!t $orre!t

104# 2n ,y Ora!le Suort !ontent tis reresents a !olle!tion o $ommunities#Oten5 or7ani;e in a tree stru!ture so mem'ers !an easily n% te toi!s wi! areliste%# ,ar& or .eview(1" /oints

$ate7ories ("

rea%s

$ommunity

Dis!ussions

,essa7es


10# is is te re7ion were te messa7e rom an Ora!le Ge!utive is oteni7li7te%# ,ar& or .eview(1" /oints

e Cews an% Announements re7ion

e a7s re7ion

e Sotli7t re7ion ("

e .e!ent !ontent re7ion

e ?ettin7 starte% re7ion

$orre!t $orre!t

106# o enter te ,y Ora!le Suort $ommunity area you will nee% to: Eo7in to ,yOra!le Suort Cavi7ate to te $ommunity a' an% !li!& on te nter ,y Ora!leSuort $ommunity 'utton ,ar& or .eview(1" /oints

)alse



rue ("

.esonse 3

.esonse 4

.esonse

$orre!t $orre!t

10+# Wat are te 'enets arti!iatin7 in te ,y Ora!le Suort $ommunity8,ar& or .eview(1" /oints


Kou !an !ommuni!ate usin7 te %is!ussion orums # ("

Kou !an !onne!t wit in%ustry eGerts5 your eers5 an% Ora!le 7ivin7 you tea'ility to eGan% your networ&# ("

Kou !an stay aea% o te inormation !urve 'y earin7 wats 7oin7 on in tein%ustry5 atten% events5 as well as a%visor we'!asts# ("

Kou !an !onsume te availa'le inormation5 in!reasin7 your eGertise trou7%o!ument sear! an% %is!ussion reviews # ("

Kou !an !olla'orate an% sare inormation witin your networ&# ("

$orre!t $orre!t

10<# e ,ain $ommunity ome a7e or ta' is !omrise% o a num'er o re7ionsin!lu%in7 ,y $ommunities5 .an&5 a7s5 o /arti!iants5 $ommunity Sotli7t5re!ent !ontent5 7ettin7 starte%5 news an% announ!ements5 an% events ,ar& or.eview(1" /oints

rue ("

)alse

$orre!t $orre!t



Ora!le $olla'orative Suort /ro7ram(Answer all questions in tis se!tion"

10F# o Roin a we' !oneren!e 5 wile 5 te $oneren!e 2D is te same as te S.H 5te $oneren!e ey is your ,ar& or .eview

(1" /oints

/artner 2D

mail A%%ress

$S2 ( $ustomer Suort 2%entier" ("

)irst name o te mloyee Roinin7 OW$

Cone o te a'ove

$orre!t $orre!t

110# Wen you enroll or a ree eSeminar5 te $oneren!e ey is sent trou7 a!onrmation email# ,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orre!t

111# Kour system must meet te ollowin7 requirements to 'e a'le to run Ora!leWe' $oneren!in7 ,ar& or .eview(1" /oints


,i!rosot 9irtual ,a!ine (9," or Sun N. ("

10*4 G +6< s!reen resolution ("

2nternet Glorer # or later ("

Win%ows F< or later ("

/o-u 'lo!&in7 must 'e %isa'le% in your 'rowser ("



$orre!t $orre!t

ow to s!alate a Servi!e .equest witin Ora!le Suort

(Answer all questions in tis se!tion"

11*# Wen a Servi!e .equest meets te %e-es!alation !riteria or is no lon7er!riti!al 5 te s!alation Owner !an %e-es!alate it 5 wit your a7reement# ,ar& or.eview(1" /oints

rue ("

)alse

$orre!t $orre!t

113# s!alation /ro!ess soul% 'e use% or ,ar& or .eview(1" /oints

2n!reasin7 te severity o your Servi!e .equest to 1

Arran7in7 on-site assistan!e

Draw i7er level o attention to 'usiness !riti!al issue rom Ora!le Suort,ana7ement# ("

Arran7in7 or a !all rom Sales eam or your A!!ount ,ana7er

All o te a'ove

$orre!t $orre!t

$ustomer Servi!e Sot-s&ills rainin7 est /ra!ti!es(Answer all questions in tis se!tion"

114# e rimary %iJeren!e 'etween ma&in7 unay !ustomers ay an%ma&in7 ay !ustomers even aier is te oint o initiation# Wit unay!ustomers5 even i you %i% not &now wy tey were unay 'eore sea&in7 wittem5 you !an 'e !ertain tat you soon will learn te reason or teir unainess#On!e you &now wy tey are unay5 it is relatively easy to lot a !ourse o a!tionto !onvert tem into a ay !ustomer# ,ar& or .eview



(1" /oints

rue ("

)alse

$orre!t $orre!t

11# Sele!t AEE imortant oints to !onsi%er to ensurin7 a ro%u!tive relationsiwit your !ustomers# ,ar& or .eview(1" /oints


>n%er romise an% over %eliver ("

/lan an% eGe!ute well 'y o!usin7 on 'ot roa!tive an% rea!tive te!niques tominimi;e stress ("

ea! an% %evelo time-mana7ement s&ills or your emloyees U rioriti;ation otas&s5 ur7en!y vs ima!t ("

Dene an% stru!ture servi!e rovi%e% U wat is rovi%e% an% ow5 time lines5milestones ("

ea! te !ustomer ow to 'etter intera!t wit your ro!esses ("

$orre!t $orre!t

116# Je!tive $ommuni!ation s&ills are CO essential in %eveloin7 satise%!ustomers# ,ar& or .eview(1" /oints

rue

)alse ("

$orre!t $orre!t

11+# Wi! o te ollowin7 statements are true an% will ma&e ay !ustomersmore aier# (Sele!t all tat alies"# ,ar& or .eview(1" /oints




>n%erstan% your !ustomers lans or uture utili;ation5 eGansion an% ma&e tearoriate re!ommen%ations or u7ra%in7 to newer or %iJerent sotware orreleases# ("

ee tra!& o te tin7s you ave %one in te ast to ma&e tem ayL %omore o te same ("

/rovi%e your !ustomers wit new ro%u!t or servi!e inormation 'eore it iswi%ely %isseminate%# ("

,ost !ustomers 7la%ly will a!!et any %o!umentation or materials you 'elievemay el tem utili;e teir sotware more eY!iently# ("

Strive towar% ma&in7 your relationsis wit your !ustomers true artnersisrater tan tat o Rust a ven%or-!ustomer ("

2n!orre!t 2n!orre!t# .eer to te $ustomer Servi!e Sot-s&ills rainin7 est

/ra!ti!es trainin7 or more inormation#

11<# 2t is 7oo% !ommuni!ation ra!ti!e to train staJ to siel% !ustomers rominternal issues U maintain roessionalism an% !on%en!e wen in ront o !ustomeri internal roa%'lo!&s are en!ountere%# ,ar& or .eview(1" /oints

rue ("

)alse

$orre!t $orre!t

11F# enets o $ustomer Sot-S&ills trainin7 ro7ram will ena'le artners to:,ar& or .eview(1" /oints


el to %evelo an% imrove s&ills !ommuni!ations ("

A!ieve in%ustry lea%ersi ("

$reate a sureme ownersi eGerien!e to teir en% !ustomers ("

e!ome re!o7ni;e% art o a i7 erormin7 or7ani;ation ("

etter un%erstan% !ustomer eGe!tations ("



$orre!t $orre!t

1*0# $ustomer Eoyalty roels your !omany orwar% in!reasin7 sales an%rota'ility# ,ar& or .eview

(1" /oints

rue ("

)alse

$orre!t $orre!t

33# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e to

rela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Sele!t tero'lem statement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints

)iel% te!ni!ian nee%s te art num'er to a new X6*40 server 'la%e#

)iel% te!ni!ian nee%s assistan!e rela!in7 te X6*40 server 'la%e as a otswa a!tion#

)iel% te!ni!ian nee%s assistan!e in %eterminin7 wat is te rela!ement artnum'er or te X6*40 server 'la%e#

)iel% te!ni!ian nee%s assistan!e i%entiyin7 an% or%erin7 a rela!ement artor a aile% X6*40 server 'la%e an% assistan!e wit its rela!ement# ("

2 t[ 2 t . t t X64 S E ti % 2 t ti

oracle exalogic elastic cloud help desk support consultant – online assessment

Documents

points customer

x4250 server

x4140 server

x2270 server

customer calls

x4150 server

x4250 rack mount server

x4140 rack mount server