Juniper Care Plus – Service Description Document – October 2010
•
Ability to pull EOL/EOS/EOE reports automatically that matches the End User’s current deployed
network inventory. Reports showing all EOL’ed Product including quantities of each and status per
device.
•
Ability to choose device(s) and see EOL/EOS/EOE milestone dates for individual Field Replaceable
Units (FRUs). The Products approaching EOL are flagged and corresponding replacement part
numbers are shown.
•
Ability to view Microsoft Excel reports for network planning purposes.
•
Ability to receive emails with Excel reports attached.
•
Availability
of
Juniper
Networks resources to answer the End User’s follow up questions.
•
Availability of Juniper Networks resources to provide quarterly follow-up with the End User during the
Service Manager Quarterly Business Review meeting).
The intelligent reports above are generated based on information collected through Service Now from Products on
the End User’s network. When reports are completed by Juniper Networks engineers, it is automatically sent
through Service Insight. The following diagram illustrates the data flow from End User to Juniper Networks:
Junos Space
Bug DB
EOL/EOS DB
Juniper Backend
Support System
Show matching PR’s
Show EOL status
Service Insight
Service Now and Service Insight are required to deliver the services above and the service supports JUNOS
Product only.
3.4. Training Credits and Webcasts
This feature provides End Users with access to webcasts and also a limited number of Juniper Networks Training
Credits (JTCs) that can be used to gain access any publicly available open enrolment instructor-led and E-
Learning courses at Juniper Networks Education Centers or any participating Juniper Networks Authorized
Education Center (JNAEC) worldwide, private or onsite training and certification exam vouchers. The deliverables
consist of:
•
Provide invitation to monthly informational webcast sessions delivered by Juniper Networks product and
support subject matter expert on leading practices in product usage and troubleshooting.
•
Provide Juniper Networks Training Credits (JTCs) to assist End Users in keeping pace with the rapidly
changing technologies through training programs that build their technical networking expertise. Juniper
Networks Training Credits provide a convenient and easy way to get the top-quality training to optimize
their Juniper Networks investment. Juniper Networks Education Services delivers the knowledge End
990332 – October 2010
Juniper Networks, Inc.
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