These forums are not a method to get access to Sun corporate techsupport.
They are for the end-user to have conversations.
End Users do not know Sun policy.
Go ask your customer's District Service Manager.
If they don't know, then ask the Regional Service Manager, because they are the DSM's boss.
If that person does not know, then the three of you need to resign because all three of you should know this as a normal part of your jobs.