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© Juniper Networks, Inc.

Juniper Care Plus 

Service Description Document – October 2010 

Table of Contents 

 

1.

 

Introduction .................................................................................................................................... 2

 

2.

 

Eligibility and Purchasing ............................................................................................................... 2

 

3.

 

Service Features and Deliverable Description ............................................................................... 2

 

3.1.

 

Service Manager ..................................................................................................................... 2

 

3.2.

 

Expert to Expert Access ......................................................................................................... 3

 

3.3.

 

Service Insight ........................................................................................................................ 3

 

3.4.

 

Training Credits and Webcasts ............................................................................................... 5

 

3.5.

 

Consulting Credits .................................................................................................................. 6

 

4.

 

End User Responsibilities .............................................................................................................. 8

 

5.

 

Availability ...................................................................................................................................... 9

 

6.

 

Scope ........................................................................................................................................... 10

 

7.

 

Glossary ....................................................................................................................................... 10

 

About Juniper Networks .......................................................................................................................... 10

 

 

 

Summary of Contents for JUNIPER CARE PLUS - SERVICE DESCRIPTION DOCUMENT 10-2010

Page 1: ...2 2 Eligibility and Purchasing 2 3 Service Features and Deliverable Description 2 3 1 Service Manager 2 3 2 Expert to Expert Access 3 3 3 Service Insight 3 3 4 Training Credits and Webcasts 5 3 5 Cons...

Page 2: ...er Networks products under Juniper Care Support Services contract and who register with the Juniper Networks Customer Service Center CSC The Services cover only Juniper Networks products for which End...

Page 3: ...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 tra...

Page 4: ...Manager Quarterly Business Review meeting Service Insight will provide notification on Critical and Major bugs that meet the following criteria 1 Have a Workaround Service Restoration OR 2 Are fixed...

Page 5: ...os 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...

Page 6: ...such change shall have no effect on Consulting Services Offerings that an End User has ordered prior to the effective date of such change The End User can choose from a menu of pre set services that...

Page 7: ...experts before making changes to the network Number of Consulting Credits required 5 Credits Feature Rollout and Change Review Juniper Networks Feature Rollout and Change Review service provides consu...

Page 8: ...provide recommended actions or workarounds to help the End User minimize the risk and improve their network performance Number of Consulting Credits required for one time Product Health Check 5 Credi...

Page 9: ...that the End User s employees interfacing with Juniper End User Support Teams may be required to undergo the Juniper recommended training conducted by Juniper or Juniper Networks Authorized Education...

Page 10: ...services purchased and in use by the End User Services shall be delivered remotely from an authorized Juniper location unless stated otherwise End User named contacts who can open cases with Expert to...

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