[pca] pca can not get basic plan updates

[Rutherford, Rodney]

Good luck with that!

Since Sun started migrating to the new Member Support Center application,
it has been a nightmare trying to get contracts linked.

I changed employers in May, and I am still trying to get this resolved.
One problem, is that the original contact here retired, and I replaced
him.  So of course, no way for them to authenticate me via their normal
channels.

I did get a copy of the current contract via our reseller, so at least
I have that, and I am able to get hardware support when calling in.
However, I am not able to manage any equipment online, nor have I been
able to get the contract linked or get my account setup in the new
Member Support Center.

I ended up emailing 'ssmsc_amer_escalation at sun.com' and got ahold of
someone who finally put me in touch with the local regional service manager,
and it *looked* like it was going to finally be resolved.  I finally got an
acknowledgement from a real person saying:

"Thank you for your interest in the SunSpectrum Member Support Center.
Phase 1 of the Early Access Program has been completed.  Phase II will
start in September 2008.  You will receive an email notification with
your registration and party number information in September/October
2008."

I still have not had the Member Support Center account set up, nor has the
contract been linked to my existing SunSolve account. I emailed them yet
again yesterday asking what the hell.

The old SunSolve urls for linking a contract don't seem to exist/work.
If you enter a service request, it will let you request the contract
to be linked, but nothing ever happens in my case, because I am not
listed as a contact.  DUH!, I replaced the contact and that is what I am
trying to get fixed!

I tried changing the contract id using the url provided here, and it
accepts the change.  However, if I go back in to enter a service
request, it claims the contract id is not linked.

According to the wiki:

        http://wikis.sun.com/display/SSMSC/Customer%27s+Questions+and+Answers

as of 3/17/08 you have to use http://ibis.sun.com to link a contract,
but that is the link to request access to the new Member Support Center.
Of course I did that all the way back in May, and it still says "Your
E-Business Suite account is pending approval."

I can't believe that it is taking them well over a year (just this month
they started phase II of *testing*) to cutover to the new Member Support
Center apps, and in the meantime they crippled the old apps.  Then again,
something similar happened when they first implemented the Online Support
Center years ago.

They only good news is that I had an existing SunSolve account that has
always been linked to some contract, and even though my previous employer's
contract is now expired, I am still able to download all patches and access
all SunSolve content.  That seems to be one of the "good" bugs they have
always had, is that as long as your account was linked to a contract at one
point, you still get full access regardless as they never actually expire
the accounts.

So what is recommended:

A - contact the reseller or Sun Support sales rep that sold you the contract

B - Get a copy of the actual contract.  It will include:
        Contract Number
        Contract Contacts (hopefully it lists you!)
        Site Name
        Site Number (aka Party Number)
        What hw/sw is covered and terms

C - Contact Sun Support via phone/email

D - Keep hounding them until it is done.

Bottom line, good luck!

Rodney


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