We selected our service plans based on the response time and total ownership from Sun. Sun Professional Services created our high availability cluster configuration and it is serving us well. We also took advantage of Sun Educational Services high availability training. I would absolutely recommend Sun Support Services to other dot-com companies.
Parts are readily available.
In general, I've found people have gone the extra mile to help us out. We have a SunSpectrum Gold service level agreement, which is meeting our present requirements. Depending on our growth, we may upgrade that to SunSpectrum Platinumsm. Sun builds enterprise service solutions and it has the warranty and personnel required to meet the level of services that fast growing e-commerce businesses have to have today. They were the most responsive and clearly had a good business understanding of what we were trying to achieve.