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SUN 310-877 Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer Support Operations- Incident handling and escalation
  • 1. Escalation workflows and SLA handling
    • 2. Ticket classification and prioritization
      - Service request management
      • 1. Customer communication best practices
        • 2. Remote support procedures
          Topic 2: System Support & Troubleshooting- Hardware diagnostics and fault isolation
          • 1. Server boot issues and POST diagnostics
            • 2. Component failure analysis and replacement procedures
              - Operating system support (Solaris environment typical in SUN certifications)
              • 1. System logs and error interpretation
                • 2. Boot process troubleshooting
                  Topic 3: System Administration Fundamentals- Basic system configuration
                  • 1. Network configuration basics
                    • 2. User and permission management
                      - Maintenance operations
                      • 1. Patch management and updates
                        • 2. Backup and recovery concepts

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