Chapter 3 Feedback and Support

This chapter provides information about how to provide feedback and contact support for the Sun Ray Software product.

Reporting Problems and Providing Feedback

To provide feedback or to ask a general question, you can post to the Oracle VDI and Sun Ray Software Community Forum at the Virtual Desktop Infrastructure and Sun Ray Clients General Discussion. Forums are community-monitored and posting to the Oracle VDI and Sun Ray Software Community Forum does not guarantee a response from Oracle. If you need to report an issue and have an Oracle Premier Support Agreement, you should open a case with Oracle Support at https://support.oracle.com.

If you are reporting an issue, please provide the following information where applicable:

  • Description of the problem, including the situation where the problem occurs, and its impact on your operation.

  • Machine type, operating system version, browser type and version, locale and product version, including any patches you have applied, and other software that might be affecting the problem.

  • Detailed steps on the method you have used, to reproduce the problem.

  • Any error logs or core dumps.

Contacting Oracle Specialist Support

If you have an Oracle Customer Support Identifier (CSI), first try to resolve your issue by using My Oracle Support at https://support.oracle.com. Your Oracle Premier Support CSI does not cover customization support, third-party software support, or third-party hardware support.

If you cannot resolve your issue, open a case with the Oracle specialist support team for technical assistance on break/fix production issues. The responding support engineer will need the following information to get started:

  • Your Oracle Customer Support Identifier.

  • The product you are calling about.

    For Sun Ray Operating Software, specify Sun Ray HW for the Product and Firmware for the component.

  • A brief description of the problem you would like assistance with.

If your CSI is unknown, find the correct Service Center for your country (http://www.oracle.com/us/support/contact-068555.html), then contact Oracle Services to open a non-technical service request (SR) to get your CSI sorted. Once you have your CSI, you can proceed to open your case through My Oracle Support.

Available support for the Sun Ray products is as follows:

  • If you need Sun Ray Software (SW) support, you must have an Oracle Premier Support for Software (SPS) contract with Sun Ray Software as an asset.

  • If you need Sun Ray Hardware (HW) support you must have a Hardware Warranty (HWW) or Premier Support for Systems (PSS) contract for parts replacement of Sun Ray Clients, keyboards, mice, and monitors.

  • If you need Sun Ray Operating Software support, you must have a Premier Support for Systems (PSS) or Premier Support for Operating Systems (PSoS) contract with Sun Ray as an asset.