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Don Grantham Executive Vice President, Sun Services Sun Microsystems, Inc. 4150 Network Circle Santa Clara, CA 95054
Dear Mr. Grantham,
I am writing today to request your assistance in resolving my service case with Sun Support.
On March 29th, I read an article in the trade press about serious security vulnerabilities in the web browser software from the Mozilla Foundation. As Sun provides the Mozilla browser with its Solaris operating system, I immediately went to Sun's self-support portal, SunSolve, to determine whether Sun's version, SUNWmozilla, was also vulnerable. I was unable to find a current SunAlert security statement regarding SUNWmozilla. As I have support contracts with Sun, I then opened service case 64522429 via Sun's Online Service Center, OSC, requesting information about whether the potential security problems had been evaluated by Sun. Soon after opening the case, I received an e-mail from a support engineer, Julie Sun, notifying me that she was assigned to the case and that Sun's Mozilla engineering team was evaluating the security announcements from the Mozilla Foundation.
I have had numerous e-mail correspondence with Ms. Sun about the status of my case and more recent security announcements from the Mozilla Foundation. She has always responded promptly and professionally. But two months later I still have not received a SunAlert notifying me whether I should follow the Mozilla Foundation's recommendations to disable certain vulnerable features for my users or a timeline for when I can expect fixes.
During a recent web chat with Jonathan Schwartz and other Sun managers, Subodh Bapat, Vice President, Customer Network Services, stated the following:
Sun has a goal of promptly issuing SunAlerts as soon as any known security vulnerabilities are known. Appropriate security fixes/patches are issued promptly as soon as they are available. We follow this policy this policy for all products.
I hope you will be able to provide my support engineer sufficient leverage on her colleagues in the Mozilla engineering team to achieve that important customer service expectation.
Thank you.
John Groenveld
cc: John Loiacono, Executive Vice President, Sun Software |