Juniper Care Plus – Service Description Document – October 2010
•
JTAC User Guide.
•
Contact matrix for both Juniper Networks and the End User including escalation process.
•
End User device remote access procedure. Coordinate the agreement sign off to receive access to
End User’s network, if required.
•
Guidelines on any special outage procedure, if applicable, to ensure End User satisfaction.
•
Provide the End User information on how to use Web-enabled Juniper Networks support tools.
•
Support the End User to maintain accurate install base data.
•
Track and plan all End User entitled service deliverables including training credits, consulting credits, and provide
a report to the End User on credit usage and balance.
•
Assist in service planning based on End User’s specific needs and where they are in the services lifecycle and
engage with the account team and the End User in planning for future projects.
•
Manage End User escalation related to service support, service readiness, and service planning; working with
Juniper Networks internal delivery teams.
•
Advise and guide the End User in accessing resources for implementing the Service Now and Service Insight
infrastructure and related services entitlement deliverables.
•
Conduct periodic conference calls to report status on outstanding issues and discuss key future network activities.
•
Conduct operational review meetings (onsite or remote) to discuss End User-specific product and service
performance metrics (cases, problem reports/bugs, RMAs), related trends, and services activities planned for the
next quarter. Operational review meeting frequency will set between End User and Service Manager (maximum 4
per year).
•
Provide case trend analysis including a regular review of End User reports to identify repeat tactical
hardware, software, or operational issues. Coordinate with Juniper Networks support organizations and
the End User to identify corrective actions on the products and make training recommendations if
required to help the End User close knowledge gaps.
•
Provide logistical and operational assistance working with Juniper Networks Logistics to coordinate all escalations
on parts shipped back from the End User for failure, status updates, and drive issues with the global delivery
organizations, as required, to ensure that the contract commitment is met.
•
Provide proactive case planning, assistance in coordinating JTAC resources, and provide relevant information for
End User identified (pre-planned) events (e.g. software upgrade) to help ensure efficient response.
3.2. Expert to Expert Access
Expert to Expert Access feature provides the End User on a 24x7 basis access to open and pursue Priority 1
and Priority 2 cases directly with access to a team of senior JTAC engineers with extensive experience, advanced
troubleshooting skills, and demonstrated capability to quickly drive the End User’s high-priority issues to resolution.
(Definition and Examples for Priority 1 and Priority 2 cases are as set forth in the End User Support Agreement.)
3.3.
Service Insight
Service Insight is an intelligent application supported by JUNOS Space to deliver proactive reports and
notifications regarding JUNOS –based Product. The Reports and notifications are generated by Juniper Networks
experts and automatically sent to the End User.
As part of the Care Plus Service Juniper Networks will grant to End User a personal, non-exclusive, non-
sublicensable, non-transferrable license, effective for the term of the Care Plus Services contract and subject to
the terms of the EULA, to the Junos Space / Service Insight software for End User’s Internal Use (as defined in the
990332 – October 2010
Juniper Networks, Inc.
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