Welcome Legacy Sun Customers and Partners

What has Changed?
Oracle Global Customer Support is pleased to announce the full migration of legacy Sun support customers to My Oracle Support. As part of the migration, legacy Sun applications — the Member Support Center (MSC), SunSolve, Goldstar, Sun Download Center, Sun Partner Exchange, and Email Service Requests — retired. The move to My Oracle Support is part of Oracle's ongoing commitment to improving your support experience and providing a single integrated support platform across all products.

Who does this affect?
The transition to My Oracle Support affects all legacy Sun Support customers and partners using online support applications such as the Member Support Center (MSC), SunSolve, Goldstar, Automated Service Requests, Sun Download Center, Sun Partner Exchange, Email and phone Service Requests.

What are the benefits of My Oracle Support?
My Oracle Support is an integrated suite of online tools that provides users with:

• A personalized experience to enable faster problem resolution
• Proactive advice to avoid known problems
• Collaborative tools to connect with industry peers and support engineers who have first-hand knowledge of Oracle products, including Oracle's full line of Sun hardware and software
• An integrated platform to help streamline access to Oracle services

The move to My Oracle Support is part of our ongoing commitment to help you increase the business value of your Oracle investment. Leveraging the personalized, proactive, and collaborative support capabilities in My Oracle Support may help reduce the time you spend maintaining your Oracle solutions.

When did the transition / migration take place?
The Sun migration to My Oracle Support occurred over the weekend December 10-12, 2010.

What is a Support Identifier?
A Support Identifier is a unique number, which identifies your organization and indicates the products and level of service purchased by you and the Oracle Support services to which you are entitled including products you have under Warranty service.

Can I still use my legacy Sun contract and serial numbers when initiating support?
You can use your legacy Sun contract number to register for My Oracle Support; however, you will then need to add at least one active Support Identifier to your My Oracle Support account profile. Legacy Sun serial numbers are still used as part of the hardware service request flow and entitlement process for your legacy Sun hardware products.

How can I find my Support Identifier(s)?
Once you create your Oracle Single Sign-On account and sign in to My Oracle Support using a valid Sun Service Contract number:

• For Sun Hardware products, you can locate your Support Identifier by utilizing the Oracle Hardware Support Identifier Lookup Feature.
• For Sun Software products, you should have received a communication from Oracle Support, which provided your Support Identifier. Follow the instructions to add your Support Identifier to your My Oracle Support account.

If you are having trouble locating your Support Identifier, please contact Oracle Support for assistance.

I was a registered Member Support Center Primary User. Do I need to confirm my assigned Support Identifier(s) within My Oracle Support?
Yes, upon initial login to My Oracle Support, a Support Identifier pop-up wizard will appear for you to review and confirm the Support Identifier(s) and default settings.

Can I remove expired Support Identifiers from my account profile on My Oracle Support?
Yes, you have the option of removing an expired Support Identifier from your My Oracle Support account profile. Once the expired Support Identifier is removed, you will no longer be able to view historical Service Requests associated to that Support Identifier.

How do I register for My Oracle Support?
You can register for My Oracle Support by visiting https://support.oracle.com. You'll be prompted to create an Oracle Single Sign-On account (your e-mail address and password) during the registration process. You can then sign in to My Oracle Support using your Oracle Single Sign-On account and an active Sun service contract number or an Oracle Support Identifier. For information about locating your Support Identifier(s), read the My Oracle Support Access Information. Additional registration details are available in the My Oracle Support Registration FAQ.

• Former MSC or Automated Service Request Users: We encourage you to use your former MSC or ASR login (e-mail address) when establishing your Oracle Single Sign-On. If you registered on MSC before November 16, your Support Identifier associations and privileges are automatically generated for you.
• Existing Oracle customers and partners: If you are an existing Oracle customer or partner, you already have access to My Oracle Support and do not need to re-register; however, you still need to add a Support Identifier associated with a Sun hardware product. Doing so will ensure you are able to create Service Requests for hardware products. You may also want to add Sun Software Support Identifiers to manage your Service Requests for those products.

What are the technical requirements for using My Oracle Support?
To fully utilize all of the proactive and personalized functionality on My Oracle Support, Adobe Flash Player (version 9.0.115 or higher) is required. You can check your browser for the correct version of Adobe Flash Player by going to the Adobe Flash Checker page, and install the latest version of Adobe. If you do not have Adobe Flash Player installed, download the latest version of the Flash Player from the Adobe Website at www.adobe.com/go/getflashplayer.

What if I do not have access to Adobe Flash Player?
An HTML version of My Oracle Support is available for customers who are in a non-Flash environment. If you do not have Adobe Flash Player installed, the My Oracle Support Sign-In button is disabled and there is text on the right side of the screen that references the non Flash or HTML site.

Where can I get more information about Adobe Flash Player?
Our FLASH FAQ provides answers to common questions about Adobe Flash Player and links to important information from Adobe about supported platforms, versions and browsers. It includes Flash Player security and privacy information that you may want to provide to your network administrator.

What are the browser requirements for accessing My Oracle Support?
The My Oracle Support platform supports the following browsers:

• Internet Explorer 6 and higher
• Mozilla Firefox 3 and higher
• Chrome 5 and higher
• Safari 4 and higher

Does my legacy Sun Online Account login work for My Oracle Support?
You will need to create an Oracle Single Sign-On account (your email address and password) to register for My Oracle Support. We encourage former Sun Member Support Center (MSC) or Automated Service Request (ASR) users to use the same legacy Sun MSC or ASR username (email) for an Oracle Single Sign-On account.

What should I do if I encounter issues when verifying or creating my Oracle Single Sign-On account?
You may refer to the My Oracle Support Registration FAQ or contact Oracle Global Customer Support.

How are user and Support Identifier (SI) access managed for My Oracle Support?
User and Support Identifier access for My Oracle Support is managed by the My Oracle Support Customer User Administrator (CUA).

What is a My Oracle Support Customer User Administrator (CUA)?
A Customer User Administrator (CUA) is responsible for granting access to My Oracle Support and controlling individual user privileges, without having to contact Oracle Support. All Support Identifiers must have a Customer User Administrator. It's recommended that you have more than one CUA assigned to each Support Identifier. CUAs can be added or removed at any time.

What if there is no Customer User Administrator assigned to my organization's Support Identifier?
If you are the first user from your organization to register with the Support Identifier in My Oracle Support, you will be prompted to become the Customer User Administrator (CUA). You can accept or not accept the CUA role.

Accepting the CUA role:

• An email is automatically sent to Oracle to review and approve your request to become the Customer User Administrator.
• Once Oracle validates your request, you will receive an approval notification.
• You can then begin approving each subsequent user request for that Support Identifier.
• Note that all other representatives who register with the Support Identifier after you will have their accounts placed in a pending status until you approve them.

Declining the CUA role:

• If you do not accept the CUA role, you will need to wait for the appropriate contact within your organization to accept the CUA privilege and approve your access before the Support Identifier is added to your My Oracle Support account.

Can an organization have more than one Customer User Administrator (CUA)?
Yes, an organization can assign as many CUAs as needed. It is highly recommended that an organization assign more than one CUA.

What My Oracle Support privileges are managed by the Customer User Administrator (CUA)?
My Oracle Support privileges managed by the CUA are:

• Service Request Create
• Service Request View
• Administration or Customer User Administrator
• Patch Access and Download
• Asset View

How are privileges or access translated from legacy Sun Member Support Center to My Oracle Support?

• MSC-approved Primary Users migrated to the My Oracle Support Customer User Administrator (CUA) role along with all privileges described above
• MSC- approved Business Users migrated to My Oracle Support with the Service Request Create / Service Request View / Patch Access and Download privileges
• MSC-approved Knowledge Users migrated to My Oracle Support with the patches and download privilege
• MSC-approved users with the Restricted Service Request view and Knowledge access enrollment migrated to My Oracle Support with the Service Request create and view and patch access and download privileges

MSC users who are approved for the Contract View enrollment migrated to My Oracle Support with the Asset View privilege.

When a Customer User Administrator (CUA) adds or changes attributes via the "Custom System Properties" function within My Oracle Support, what systems does this affect?

When a CUA adds or changes attributes via the "Custom System Properties" function within My Oracle Support, it applies to Software Configurations.

Are all of my legacy Sun Service Requests available in My Oracle Support?
All open Service Requests (SRs) from the legacy Sun applications are now available in My Oracle Support, as well as approximately two months of closed SRs.

How can I ensure that my onsite Oracle account team has access to manage our Service Requests?
You will need to provide your onsite Oracle account team with your Support Identifier to add to their My Oracle Support account profiles. Your designated Customer User Administrator (CUA) will then need to approve access and assign the appropriate privileges to each Oracle account team member.

Did my Service Request (SR) numbers from legacy Sun support platforms change in My Oracle Support?
Yes, new Service Request numbers were issued in My Oracle Support; however, the legacy Sun SR numbers are still referenced. You have the ability to search on legacy Sun migrated SR numbers by using the SR number search field within My Oracle Support.

Has the Service Request creation process changed?
Yes, there are two core changes for online and phone users. For online Service Requests, if you have both legacy Oracle Sun software and hardware products, you will be prompted to choose the software or hardware Service Request flow.

When using the phone you will be prompted for an Oracle Support Identifier to initiate a Service Request. Note: If you do not know your Support Identifier to initiate a hardware Service Request; you can provide the Global Customer Support representative with your asset serial number. For further information, review the "Calling Global Customer Support" training.

Can I initiate a hardware Service Request with just a serial number?
Yes, with a Support Identifier approved for My Oracle Support, you will be able to initiate a new Service Request using the search option with an asset serial number, asset name or product name — provided that the serial number is associated with a customer in your My Oracle Support profile. If you are initiating a hardware Service Request via the phone, you can provide the Global Customer Support representative with your asset serial number.

How are Service Requests for Solaris handled in My Oracle Support?
Solaris support bundled with your legacy Sun system is supported via the Hardware Service Request flow in My Oracle Support.

Can I view activities for my Service Requests that have been dispatched to Field Service for onsite support?
Field Service activities are visible within My Oracle Support. When a Service Request is dispatched to Field Service for onsite support, the work status and activities are tracked by Field Service tasks within the Service Request. The Field Service tasks are visible to the My Oracle Support approved user viewing the Service Request summary via the Service Request tab. To view Service Request Field Service task status and activities, click on the 'Field Service Tasks' link on the Service Request summary.

Is Automated Service Request functionality supported and administered in My Oracle Support?
Yes, Oracle Automated Service Request (ASR) functionality has integrated with My Oracle Support. ASR for Sun Systems is available as a feature of your Oracle or Sun hardware warranty, and Oracle Premier Support for Systems or valid Sun support plan. ASR resolves problems faster by automatically creating service requests for Oracle's Sun server, storage, and Exadata systems (ASR assets) when specific hardware faults occur.

My Oracle Support is now used to manage your ASR assets, and you can:

• View ASR activation status
  • ASR can only create SRs for activated assets
• Add or modify contacts
  • ASR activation requires a My Oracle Support contact to be associated with each asset, which is used as the customer contact when ASR creates a service request on your behalf.
• Add or modify a distribution e-mail address
  • When ASR creates a Service Request within My Oracle Support, the contact assigned to the asset will be sent an e-mail notification. You may also specify a distribution e-mail address that will also be notified.
• Add or modify installation addresses
• Activate or deactivate ASR for each asset
• View service support plan entitlement status
• View or update service requests created by ASR

Your My Oracle Support account must have the "administrator" privilege for the Support Identifier associated with your assets. If your account does not have the administrator privilege, you can request this from an administrator in your organization. To access the ASR management functions select "More", than "Settings" or "Administration" from the My Oracle Support menu.

Does the transition to My Oracle Support change which products are qualified for ASR?
Storage products supported by the Network Attached Storage (NAS) management software are no longer qualified for ASR. Please note that ASR support for Sun StorageTek 53xx NAS, Sun StorageTek 52xx NAS Products ended on December 10, 2010. Please refer to http://oracle.com/asr for updates regarding ASR-qualified products.

Is there a new version of the ASR Manager software? Do I need to upgrade?
Yes. The ASR Manager 3.0 software upgrade is quick to install and is available for download from http://oracle.com/asr. All customers are urged to upgrade to this release at their earliest convenience. Also note that the Service Request SNMP trap notification feature will not be operational until you upgrade to ASR Manager 3.0.

I have enabled ASR for my server, storage, or Exadata products. Is there anything else I need to do to complete the ASR activation process?
Yes, you need to complete the activation in My Oracle Support. See the next question.

I have already deployed ASR. Do I need to do anything so that ASR continues to function correctly?
You should login to My Oracle Support and verify that all of your ASR assets are listed and activated. If they are not activated, you may need to enter a contact name and installation address, and then click on the "Activate" button. Note that ASR activation requires an active Oracle or Sun hardware warranty and Oracle Premier Support for Systems plan. Assets without active support plans will be in the "Pending Activation" state.

I can't find my Sun assets in My Oracle Support. What do I need to do?
You may not have the assets' Support Identifier assigned to your My Oracle Support account. Contact your Oracle account team or open a service request for assistance.

I can login to My Oracle Support, but I am unable to view the "Assets" or "Pending ASR Assets" interface. What do I need to do?
Your My Oracle Support account must have the "administrator" privilege for the Support Identifier associated with your assets. If your account does not have the administrator privilege, you can request it from an administrator in your organization.

My service plan is delivered via an Oracle Partner. How do I enable ASR?
Your service delivery Partner manages your ASR assets on your behalf. For each of your ASR assets, your Partner uses My Oracle Support to specify a contact within the Partner's organization. This contact will then respond to ASR service request notifications. Please note that only your Partner is authorized to activate ASR assets.

How do I access Sun System Analysis functionality and reporting capabilities in My Oracle Support?
We integrated existing Sun System Analysis reports into My Oracle Support under a tab titled "Proactive Hardware Services." This tab is visible only to customers with an appropriate hardware Support Identifier associated with their My Oracle Support profile.

What has happened to patches that were on SunSolve?
All legacy Sun patches are available in the Patches section on My Oracle Support. As a contract customer, you can log into My Oracle Support, go to the Patches and Updates tab, then search for and download patches. For more information about finding former SunSolve features and functionality, access My Oracle Support Document ID 1273368.1 and select the "Knowledge" link.

What happened to the content on the Sun Download Center?
Content on the Sun Download Center (also known as CDS and SDLC) will be available in three locations. Hardware product updates and Software support-related updates and fixes moved to My Oracle Support under the Patches and Updates tab. All other product updates and releases will eventually move to one of the following locations:

• Oracle Technology Network
• eDelivery

Where can I find Solaris software downloads?
Oracle Solaris software downloads can be found on the Oracle Technology Network (OTN). An OTN account is required to download this software. You can register for an OTN account here.

Where can I find firmware updates?
Sun system firmware updates moved to My Oracle Support within the Patches and Updates tab.

Where can I find T-patches and Interim Diagnostic Reliefs (IDRs)?
All temporary patches can be found in My Oracle Support using the Sun Temporary Patches link in the Quick Links section of the Patches and Updates tab.

Where can I find the patchdiag.xref and CHECKSUMS files?
Links to both of these files are located in My Oracle Support within the Quick Links section of the Patches and Updates tab.

Does "wget" access continue to work?
Yes, wget access does work, but the server and the URL format has changed. For more information, access My Oracle Support Document ID 1199543.1.

How can I access patch read-me files and Predictive Self Healing knowledge articles?
Access to patch read-me files and Predictive Self Healing (PSH) knowledge articles are available in the knowledge section of My Oracle Support. This requires a My Oracle Support registration with a valid Support Identifier.

Are there changes to UpdateManager and smpatch?
Yes, in order for UpdateManager and smpatch to work properly, you will need to register for My Oracle Support using a valid Support Identifier and then re-register with UpdateManager or smpatch.

Once your Customer User Administrator has approved your My Oracle Support access, you can re-register your systems for online updates through the UpdateManager or smpatch as follows:

From the UpdateManager GUI:

1. Select “Manage Subscriptions” from the File menu.
2. Enter your Oracle Single Sign-On (SSO) userid as the username and the SSO password.
3. On the Select Service Level screen confirm the provided Serial Number and accept the Software License agreement to register the system.

From the command line:

1. Register using the command "sconadm register" as normal. Make sure the credentials for your Oracle Single Sign-On (SSO) account and the serial numbers are in the appropriate place in your registration profile.

Please refer to the Solaris Registration FAQ for more information.

I'm a legacy Sun Ops Center user, what changes do I need to make now that the migration to My Oracle Support is complete?
Infrastructure, firewall, Operating System update and asset registration changes may be required.

Where can I find the legacy Sun Cobalt Patches?
Legacy Sun Cobalt patches are located outside of the patches and updates tab on My Oracle Support. Select the knowledge tab and search for Cobalt Updates to display patch readme documentation and links to the patch downloads.

How can I access Sun System Handbook information within My Oracle Support?
For full details, please refer to Document ID 1227213.1: Accessing the Sun System Handbook on My Oracle Support.

Where can I find the Sun Blueprint documents?
Sun Blueprint documents are now part of Oracle White Papers on oracle.com.

How do I obtain assistance if I have questions or issues about the migration?
Click on the "Contact Us" button at the top of the My Oracle Support dashboard page for feedback and assistance from your Oracle support team. A non-technical Service Request will be generated for questions, assistance, and feedback related to My Oracle Support. We also invite you to share your experiences by posting to the "Using My Oracle Support" community.

Did language support and coverage hours change?
With the full migration to My Oracle Support, native language support and coverage hours have changed to align with Oracle standard processes. Customers receive native language support during regular local business hours. Outside of regular local business hours, customers have access to 7x24 English language support with a limited number of countries still receiving native language support.

Can I still speak live to a Technical Support Engineer when I call for support?
Oracle's standard service delivery processes have replaced legacy Sun processes. Once your Service Request is logged, you will receive a call back from a Global Customer Support representative. For more information, access the Oracle Hardware and Systems Support Policies.

What method of communication is used to respond to my Service Requests?
To safeguard customer information by ensuring that only authorized customer contacts have access to the Service Request and related updates, Oracle provides customized URLs which customers can use to obtain the latest status and updates on their Service Requests. This will allow customers to respond to, and interact with, support personnel who are working on their issue. This collaboration technique allows customers' to integrate data they need into their workflows.

Can I still log a Service Request via email?
No. To ensure that Service Requests (SRs) are routed to a support engineer that best meets the customers' needs, SR creation is supported via two methods:

1. Log or update SRs through the My Oracle Support portal. Customers can qualify and log SRs through this method to ensure that they receive a timely response.
2. Speak directly with a Global Customer Support representative and provide the relevant technical and business details to enable a support engineer to be engaged on the issue.

Are there tutorials or "quick start" videos available to learn more about My Oracle Support?
Yes, new and updated viewlets are available to help you learn more about My Oracle Support:

• My Oracle Support Getting Started Video
• User registration
• Customer User Administration (CUA)
• Service Requests
• Patches and Updates
• My Oracle Support Partners Support Identifiers
• My Oracle Support Partners Service Request Management

What other resources are available to learn more about My Oracle Support?
The following resources are designed to help you take full advantage of My Oracle Support's features and functionality.

• My Oracle Support Getting Started Video — Watch a 10-minute video to learn how to get started with using My Oracle Support.
• My Oracle Support Training — Review the current schedule for live training and upcoming sessions. Recorded training is also available to help you personalize and navigate the new user interface.
• My Oracle Support Community — Access on-line support communities specific to your Oracle environment, backed by Oracle support experts. Collaborate with a global peer group who share real-world best practices. We also invite you to share your experiences by posting to the "Using My Oracle Support" community.