Chapter 1 Introduction to the Sun™ Auto Service Request for Systems

The Sun™ Auto Service Request (ASR) version 2.0, is a Sun capability that automates the Support Services process by using specific fault event telemetry from your Sun products to initiate a service request. [A service request, formerly known as a case or a service ticket, is created when you have a problem with a Sun ASR asset.] ASR assets are specific Solaris systems under warranty with a SunSpectrum or support contract on which ASR can be enabled.

There are three ways for you to create a service request when you are having problems with Sun ASR assets:

• Using the Sun Member Support Center web site (http://www.sun.com/support)

• Calling your Sun Support Center telephone number

• Installing the Auto Service Request software

The ASR software infrastructure detects specific faults at your site and forwards the telemetry data to systems at Sun for analysis and service request generation. This solution enables you to self-provision and configure the software to enable ASR on your ASR-capable products.

Understanding the ASR Architecture

ASR consists of a set of tools that includes a software component called the Sun™ Automated Service Manager (SASM) ASR Plugin that resides on the SASM Host, collects telemetry data and forwards it to Sun, a set of backend services at Sun that responds to incoming telemetry data, and customer-facing tools to access and update account and device registration information. The SASM ASR Plugin can be installed on specific, supported Solaris systems under warranty or with a SunSpectrum contract (see http://www.sun.com/service/asr for a list of qualified ASR assets). During installation, you install the ASR software packages. Once you activate your ASR-capable assets, ASR is designed to generate a service request within 15 minutes after specific faults are detected. (Internet performance and outages might impact ASR's ability to send telemetry to Sun Services.) Once the service request is opened, the Sun Support Services coverage and response times are delivered in accordance with your Sun Warranty or the SunSpectrum Support Contract.

The following diagram shows the fault event telemetry data flow between your site and Sun.

Figure 1–1 ASR — Customer Architecture