Sun Hardware Maintenance & Support Services

Because we make no compromises when it comes to the expertise and mission critical responsiveness provided to our clients, SMS is one of the most respected independent Oracle® (Sun®) hardware maintenance and support providers in the world. With a cost-efficient Sun support model designed for post-warranty maintenance of Sun servers and storage arrays including SPARC®, Ultra®, Enterprise®, Fire®, Netra®, StorEdge® and StorageTek®, we are able to extend the useful life of Sun hardware beyond the End-of-Life declaration. This benefits businesses by reducing the total cost of ownership of their IT investments while also generating a greater ROI.

Listening closely to our clients’ needs in order to provide a proactive and consultative Sun support service, we provide expert guidance over the course of an IT asset’s lifecycle, helping to create new efficiencies in IT operations and simplifying the responsibilities of IT managers. Well known by Gartner and IDC, and having a long list of Sun hardware support references, SMS offers more than a simple break/fix service.

Service benefits:
  • Expert Field Engineering Team supported globally by 60+ specialists in the SMS Central Engineering Group
  • Proactive support maximises Sun systems uptime
  • Enhanced service contract, service incident and IT asset management via SMS’ proprietary, online based application, SMS Supportal
  • Expert guidance throughout IT asset lifecycles
Service value:
  • Competitively priced Sun support
  • Increased control of capital equipment expenses and a greater ROI from IT asset lifecycle extensions well beyond the OEM’s End-of-Life (EoL)/End-of-Service-Life (EoSL) declaration
  • Tailored SLAs that allow optimisation of response and repair requirements for each IT asset
Sun Hardware Maintenance and Support highlights:
  • Global service availability
  • 90+ SMS-owned and operated service centres worldwide
  • Vast global network of trusted affiliates
  • 600+ highly trained, full-time Field Engineers located worldwide
  • Level 3 & 4 global technical support via 60+ member Central Engineering Group
  • Solaris certified OS technical support
  • Comprehensive service assurance process
  • Tailored, asset-level SLAs
  • Numerous methods for initiating a service request
  • Callback from Field Engineer within 30 minutes of service initiation
  • < 2-hour average response time
  • < 4-hour average MTTR
  • Field engineers arrive on-site with tested parts in-hand
  • Documented escalation procedures
  • Microcode/firmware research, advisory and implementation assistance
  • Carefully designed parts sparing system for each Sun platform
  • Strategic stocking locations for parts and complete systems
  • Secure data erasure options available​
  • Fix-IT-First® policy​
  • HotSparesSM process

Reliable support, expert guidance and earned trust that allows you to breathe easy.​

Our support infrastructure is made up of many highly trained and experienced specialists not only well-versed in supporting Sun hardware, but most other major OEMs as well. These specialists include:

  • OEM agnostic, multi-platform trained Field Engineers
  • Central Engineering Group (CEG) comprised of level three and four technical support specialists that provide global support to field operations
  • Specialised Product Managers
  • Product Development Managers
  • Hardware planning experts
  • IT asset management experts.

In order to mitigate risk, proactive support is required. Key components of our support infrastructure that enable proactive support include:

  • Call-home reporting monitored directly by the SMS Call Centre
  • Historical knowledgebase containing many decades worth of data on past Sun hardware issues and resolutions. This information allows SMS to conduct failure trend analysis and stay one step ahead of system issues.

Going beyond the hardware break/fix service to support our clients with an OEM neutral perspective and expert guidance is the SMS Hardware and Infrastructure Solutions Team. These specialists are available to help businesses better manage IT asset lifecycles, improve operational efficiencies and control costs with:

  • Operating and capital cost reduction modeling in hardware environments
  • Processing power improvement planning
  • Expanded storage planning
  • Hardware consolidation (with or without application consolidation drivers)
  • Emerging technologies advisement
  • Balancing TCO vs. the timeliness of OEM-driven technology innovation
  • Real evidence that “End of Marketing” does not always mean “End of Life”.

With an intense focus on providing exactly what the client needs, when the client needs it, at a price point that saves IT budgets versus breaking them, businesses can breathe easy with SMS as their partner and trusted advisor.

From our highly innovative support infrastructure, to our incredibly skilled and experienced support teams, no other independent Sun hardware maintainer can match the responsiveness, service quality and expert guidance provided by SMS.

Sun Product Line Support Listing

Note: Not all supported Sun products may be listed.
Supported Sun Products   
Sun Classic SPARC and Ultra ServersSun SPARC Enterprise M ServersSun Netra Servers
Sun SPARC 1 (4/60)Sun SPARC Enterprise M3000Sun Netra 20
Sun SPARC 1+ (4/65)Sun SPARC Enterprise M4000Sun Netra 120
Sun SPARC 2 (4/75)Sun SPARC Enterprise M5000Sun Netra 210
Sun SPARC IPC (4/40)Sun SPARC Enterprise M8000Sun Netra 240
Sun SPARC IPX (4/50)Sun SPARC Enterprise M9000Sun Netra 1280
Sun SPARC 5Sun Fire T ServersSun Netra 1290
Sun SPARC 10Sun SPARC Enterprise T1000Sun Netra T1 100
Sun SPARC 20Sun SPARC Enterprise T2000Sun Netra T1 105
Sun Ultra 1Sun SPARC Enterprise T5120Sun Netra T1 AC200
Sun Ultra 2Sun SPARC Enterprise T5140Sun Netra T1 DC200
Sun Ultra 5Sun SPARC Enterprise T5220Sun Netra T 1100
Sun Ultra 10Sun SPARC Enterprise T5240Sun Netra T 1120
Sun Ultra 20Sun SPARC Enterprise T5440Sun Netra T 1125
Sun Ultra 25Sun Fire V ServersSun Netra T 1400
Sun Ultra 30Sun Fire V60xSun Netra T 1405
Sun Ultra 40Sun Fire V65xSun Netra T5220
Sun Ultra 45Sun Fire V100Sun Netra X1
Sun Ultra 60Sun Fire V120Sun StorEdge Arrays
Sun Ultra 80Sun Fire V125Sun StorEdge 3510 FC
Sun Blade 100Sun Fire V210Sun StorEdge 6130
Sun Blade 150Sun Fire V215Sun Storage J4200
Sun Blade 1000Sun Fire V240Sun Storage J4400
Sun Blade 1500Sun Fire V245Sun Storage J4500
Sun Blade 2000Sun Fire V440Sun StorageTek 2510
Sun Blade 2500Sun Fire V445Sun StorageTek 2530
Sun SPARCserver 1000/ESun Fire V480Sun StorageTek 2540
Sun SPARCserver 2000/ESun Fire V490Sun StorageTek 6140
Sun Enterprise ServersSun Fire V880Sun StorageTek 6540
Sun Enterprise 220RSun Fire V890Sun StorEdge 3120
Sun Enterprise 250Sun Fire V1280Sun StorEdge 3310
Sun Enterprise 420RSun Fire V1290Sun StorEdge 3320
Sun Enterprise 450Sun Fire X ServersSun StorEdge 3511 FC
Sun Enterprise E3000Sun Fire X2100Sun StorEdge 3910
Sun Enterprise E3500Sun Fire X2100 M2Sun StorEdge 6020/6120
Sun Enterprise E4000Sun Fire X2200Sun StorEdge 6320
Sun Enterprise E4500Sun Fire X2250Sun StorEdge 6910
Sun Enterprise E5000Sun Fire X2270Sun StorEdge 6920
Sun Enterprise E5500Sun Fire X2270 M2Sun StorEdge 9970/9980
Sun Enterprise E6000Sun Fire X4100Sun StorEdge 9985
Sun Enterprise E6500Sun Fire X4100 M2Sun StorEdge 9990
Sun Enterprise 10000Sun Fire X4140Sun StorEdge A1000
Sun Fire ServersSun Fire X4150Sun StorEdge A3500
Sun Fire 280RSun Fire X4170Sun StorEdge A5000
Sun Fire E2900Sun Fire X4170 M2Sun StorEdge D1000
Sun Fire 3800Sun Fire X4200Sun StorEdge D2
Sun Fire 4800Sun Fire X4200 M2Sun StorEdge D240
Sun Fire 4810Sun Fire X4240Sun StorEdge S1
Sun Fire 4900Sun Fire X4250Sun StorEdge T3
Sun Fire 6800Sun Fire X4270
Sun Fire 6900Sun Fire X4270 M2
Sun Fire 12KSun Fire X4275
Sun Fire 15KSun Fire X4440
Sun Fire 20KSun Fire X4450
Sun Fire 25KSun Fire X4470
Sun Fire X4500
Sun Fire X4540
Sun Fire X4600
Sun Fire X4640