When you create a Service Request with the Sun Support Center, either online or by phone, provide the following information:
A clear problem description.
Details of the state of the system, both before and after the problem started.
Impact on end users.
All recent software and hardware changes.
Any actions already attempted and the results of each attempt.
Whether the problem is reproducible. If the problem is reproducible, provide the detailed test case.
Whether a pre-production or test environment is available.
Name and location of the archive file containing the debug data.
Upload your debug data archive file to one of the following locations:
For more information about how to upload files to this site, see the FAQ at http://supportfiles.sun.com/show?target=faq.
When opening a Service Request by phone with the Sun Support Center, provide a summary of the problem, then write the details in a text file named Description.txt. Be sure to include Description.txt in the archive with the rest of your debug data.