Juniper JUNIPER CARE PLUS SERVICES Manual de usuario

DATASHEET

Juniper Care Plus empowers organizations to meet today’s challenges by delivering

proactive personalized services designed to maximize application reliability and avoid

incidents. This helps ensure that your network is always at optimum readiness, able to

evolve smoothly and effectively in response to the demands of your organization’s goals.

Juniper Care Plus provides enhancements over and above a standard support contract.

• Do you need to lower the total cost of ownership?

• Is application reliability a priority?

• Are you looking for an efficient and effective skill set transfer?

• Would a single point of contact for all service-related activities be perceived as

beneficial?

• Do you have a goal to minimize network-based risk while maximizing the value of your

network investment?

If you answered “yes” to any or all of these questions, it is very likely that you will benefit

from Juniper Care Plus services.

Service Description

Juniper Care Plus keeps the network at optimum readiness through high touch support

(service manager), proactive automation tools to help automate and simplify the

network (Juniper Networks® Junos® Space Service Insight), and personalized services

such as training, network consulting, and account management—all mitigating risk

for organizations, providing application reliability, reducing the learning curve, and

accelerating time to value.

The prerequisite service product is Juniper Care. Having a Juniper Care contract in place

assures that the organization can take full advantage of all Juniper Care Plus features and

benefits.

Product Overview

In today’s dynamic marketplace,

organizations are under constant

pressure to meet market demand

while maintaining or increasing return

on investment. IT departments are

being asked to align and deliver on the

organization’s objectives and goals

while managing scarce resources and a

ﬂat or decreasing IT budget.

Your network and IT infrastructure

are more than just support for your

organization—they are the backbone

of your success. With a strategy

of innovation and investment

opportunities, you need a high-

performance network to meet your

long-term goals.

JUNIPER CARE PLUS SERVICES

Features and Beneﬁts

Table 1: Juniper Care Plus Services Features and Beneﬁts

Note: Juniper Care is the pre-requisite service product

FEATURE FEATURE DESCRIPTION BENEFIT

Service Manager Single point of contact for all service-related activities.

Manages the delivery of all entitled services in Juniper

Care Plus.

Ecient resolution of service issues. Ensures that you are

represented within Juniper and that your organizational or IT

requirements are met.

Expert to Expert Access Provides access to a designated team of senior JTAC engineers

for all Priority 1 and Priority 2 issues on a 24x7 basis.

Fast resolution of mission critical hardware and soware

incidents signiﬁcantly accelerates the mean time to resolution

(MTTR) resulting in high network availability.

Junos Space Service

Insight

Service Insight is an intelligent application supported by Junos

Space which delivers proactive reports on Juniper Networks

Junos operating system devices. Proactive reports are

generated by Juniper and automatically sent to you.

Proactive reports include targeted proactive bug notiﬁcation

and on demand End of Life (EOL), End of Service (EOS), and

End of Engineering (EOE) reports.

Easily assess the risk to your network and proactively make

changes to avoid potential issues or minimize impacts when

issues do occur. Allows for careful and informed planning of

your network infrastructure evolutions.

Preempts exposure to known issues, not just by identifying and

resolving them, but by empowering organizations to anticipate

problems and take proactive measures to avoid them.

Consulting Credits Consulting credits provide you with a ﬁxed number of consulting

credits from Juniper Networks expert consultants. You may

choose from a menu of prescriptive services comprised of:

• Conﬁguration Analysis and Change Review

• Design Change Review

• Feature Rollout Plan Review

• Network Change Plan Review

• Implementation Support

• Product Issue Impact Review

• Soware Upgrade Recommendation and Review

• Product Health Check

Matching your network’s capability to your organization’s

needs and goals results in network optimization, which means

achieving and accelerating time-to-value.

Consulting credits provide you with the expertise necessary to

plan your network evolution and ensure the success of network

upgrades, conversions, and migrations to Junos OS.

Training credits Provides you with access to knowledge transfer activities such

as webcasts and a ﬁxed number of Juniper training credits

(JTCs) that can be used to gain access to any private or

publicly available, open enrolment, instructor-led , instructor-

led online, and E-Learning courses at Juniper Networks

Education Centers or any participating Juniper Networks

Authorized Education Center (JNAEC) worldwide.

Signiﬁcantly reduces the learning curve and helps

organizations keep pace with rapidly changing technologies.

Build and scale technical networking expertise quickly to align

with organizational objectives or IT goals.

Focused Technical

Support

(optional for fee

service)

Focused Technical Support is an oering that many

customers choose to enhance their Juniper Care Plus service.

This oering provides you with access to a designated

team of senior Juniper engineers with extensive experience

and highly focused troubleshooting skills relevant to your

network proﬁle and operational requirements. For additional

information, please visit: www.juniper.net/us/en/local/pdf/

datasheets/1000250-en.pdf

Maximize MTTR for mission critical hardware and soware

incidents within highly complex networks.

Figure 1: Juniper Technical Services overview

Juniper Care Plus

Juniper Care

• Juniper Care Plus delivers proactive and personalized services,

evolves with your business initiatives and provides the highest

network availability

• Juniper Care improves staﬀ productivity and decreases

operational costs through award winning 24x7 support

and automation

Service Manager

The Juniper Service Manager is a named contact and your

advocate within Juniper to manage all service-related activities

during local business hours. Your Service Manager is the single

point of contact within Juniper to oversee the delivery of all

entitled services in the Juniper Care Plus offering. The Service

Manager’s responsibilities include:

• Formulate and deliver a Service Support Plan

• Provide account setup assistance and ongoing account

management to ensure that you have access to service

deliverables in the Juniper Care Plus offering and appropriate

resources within Juniper

• Manage customer escalation related to service support, service

readiness, and service planning, working with Juniper internal

delivery teams

• Advise and guide you 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 quarterly operational review meetings to discuss

your specific product and service performance metrics, related

trends, and planned services activities

• Provide case trend analysis that includes a regular review of

your reports to identify repeat tactical hardware, software, or

operational issues

• Provide logistic and operational assistance

• Provide proactive case planning

• Track and plan all of your entitled service deliverables such as

training credits and consulting credits, and provide a report on

credit usage and balance

• Assist in service planning based on your specific needs and

where you are in the services life cycle

• Identify your training needs and coordinate with Juniper teams

to help you plan budget and resources

Expert to Expert Access

Expert to Expert Access provides direct access to a team of

senior JTAC engineers. You can open Priority 1 and Priority 2 cases

on a 24x7 basis directly with a team comprised of senior JTAC

engineers with extensive experience, advanced troubleshooting

skills, and demonstrated capability to quickly drive your high

priority issues to resolution.

Deﬁnitions of Priority 1 and Priority 2 Cases

Priority 1 - Critical

Juniper Networks defines a Priority 1 case as a total loss or

continuous instability of mission critical functionality. This

includes a network or system being down and causing users to

experience a total loss of service or inability to use a feature or

function that is currently relied upon for mission critical tasks.

Juniper will dedicate JTAC resources 24x7x365 until a resolution

or workaround is in place. You must also provide designated

resources that are available 24x7x365 and the ability to provide

necessary diagnostic information above and beyond that gathered

by automated incident management features. Note that if the

assigned JTAC engineer cannot reach the customer-designated

resource within one hour, the priority will be lowered.

Priority 2 – High

Juniper Networks defines a Priority 2 case as:

• Issues are impairing, but do not cause a total loss of mission

critical functionality, or

• Intermittent issues affect mission critical functionality, or

• Inability to deploy a feature that is not currently relied upon for

mission critical functionality or loss of redundancy of critical

hardware component

Service Automation

• Service automation capabilities delivered via Junos Space

Service Now and Junos Space Service Insight help simplify

operations, reduce maintenance costs, and enhance operational

efficiency.

Service Now helps you automate time-consuming tasks such

as inventory management and incident management. It allows

you to automate the process of trouble ticket creation as well

diagnostic data collection. Service Now also periodically collects

device health data that is used by Service Now to create targeted

actionable reports that can be used for proactive network

maintenance and support.

Service Insight, a smart application hosted on the Junos Space

platform, provides the network operations team with targeted

reports on how to manage the network in response to vendor

product bugs and EOS/ EOL notifications.

Targeted Proactive Bug Notiﬁcation

This capability allows you to receive a notification on new

reported critical and major product bugs that may impact your

network. Targeted proactive bug notifications will assess your

organization’s network profile and provide you a notification

on bug information that may impact the network with detailed

information on the devices that may be impacted by the bugs.

The information included in the notification includes details

such as the bug description, possible trigger and workarounds if

available. This information provides proactive actionable data that

you can use to understand the potential impact of product bugs to

your network.

Information on the bug notification is stored within Service Insight

for review as needed. Juniper resources can help answer questions

related to the information delivered and perform quarterly reviews

for the bugs identified.

Proactive notifications can significantly reduce the time spent by

the operations manager for bug review and provide immediate

impact analysis to Juniper TAC and the operations team in case of

critical bugs identified as risk to the network operations.

Deﬁnitions of Critical and Major Bugs

Critical: Problems that severely affect service, capacity/traffic,

billing and maintenance capabilities, and require immediate

corrective action such as:

• A loss of service that is comparable to the total loss of effective

functional capability of an entire system

• A reduction in capacity or traffic handling capability such that

expected loads cannot be handled

• Any loss of safety or emergency capability (e.g., 911 calls).

Major: Problems that seriously affect system operation,

maintenance and administration, etc., and require immediate

attention. The urgency is less than in critical service impact

situations because of a lesser immediate or impending effect on

system performance or the organization’s operations, for example:

• Reduction in any capacity/traffic measurement function

• Any loss of functional visibility, or diagnostic capability, or both

• Short outages equivalent to system or subsystem outages

On-Demand EOL/EOS/EOE Report

This feature provides you with the ability to automatically

generate End of Life (EOL), End of Service (EOS), and End of

Engineering (EOE) reports that match your network devices.

The report is generated based on official Juniper EOL/EOS/EOE

announcements.

On-demand EOL/EOS/EOE reports are created showing the

currently deployed network inventory. These reports typically

include device, announcement details, last software engineering

support, last hardware engineering support, and replacement

product information. The network operations team has the ability

to choose device(s) and see EOL/EOS/EOE milestone dates for

individual field-replaceable units (FRUs). The devices and FRUs

approaching EOL are flagged and corresponding replacement part

numbers are shown

The network administrator has the ability to download these

reports for offline network planning purposes. Juniper resources

are available to answer any follow-up questions that may arise

with respect to these reports.

The intelligent reports above are generated based on information

collected through Service Now from devices on your network.

When reports are completed by Juniper engineers, they are

automatically sent to you through Service Insight. Figure 2

illustrates the data flow from your organization to Juniper.

Note: Service Now and Service Insight are required to deliver the

services shown above, and deliverables are limited to Junos OS

devices only.

Consulting Credits

Consulting credits provide you with a fixed number of consulting

credits from Juniper Networks expert consultants. You may

apply your consulting credits to a menu of prescriptive services

comprised of:

• Configuration Analysis and Change Review

• Design Change Review

• Feature Rollout Plan Review

• Network Change Plan Review

• Implementation Support

• Product Issue Impact Review

• Software Upgrade Recommendation and Review

• Product Health Check

You are entitled to a fixed number of service consulting credits.

The consulting credit is valid for twelve (12) months from the date

of Juniper Care Plus contract activation, and can only be used for

services on the menu. For details, please contact your local Juniper

Partner or Juniper Networks field sales manager.

Customer Network

AI Scripts

Installed

Juniper Databases

Knowledge base tools

and CRM

Juniper Support

System

Internet

Customer or Partner NOC

Service Now and

Service Insight

Juniper

Service

Now

Service

Insight

JMB

Hardware

Soware

Resources

Conﬁguration

Figure 2: Juniper Service Automation

Conﬁguration Analysis and Change Review

Juniper Networks Configuration Analysis and Change Review

service provides consultative review and analysis by optimizing

your network configuration in conjunction with a Juniper engineer’s

detailed understanding of your network and expertise regarding

Juniper products. Juniper engineers will discuss your requirements

in detail and apply best practices and Juniper methodology to

analyze configuration and features with a focus on scalability,

resilience, and efficiency.

Design Review

Juniper Networks Design Change Review service provides

consultative review and recommendations for improving and

optimizing certain aspects of your existing detailed design plan for

network modifications. Leveraging Juniper engineering experience

and knowledge of your network architecture, this service offering

enables you to receive validation from Juniper experts before

making changes to your network.

Feature Rollout Plan Review

Juniper Networks Feature Rollout Plan Review service provides

you with a consultative review and recommendations for planned

feature introductions to determine the optimal rollout plan.

Juniper engineers will work with you to understand priorities,

requirements, and goals. By applying and understanding your

network topology, product configurations, feature requirements,

and strategy, the Juniper engineer will provide detailed analysis

and recommendations that proactively identify risks to help

minimize potential service disruption when the implementation

plan is carried out.

Network Change Plan Review

Juniper Networks Change Plan Review service reviews your

network change plans and provides recommendations for

optimizing processes based on known best practices. Network

change plans may include software/hardware upgrade

implementation plans and new feature implementation plans.

Implementation Support

Juniper Networks Implementation Support service provides

remote engineering assistance on critical network changes such

as migrations, software upgrades, and feature rollouts. The Juniper

engineer will have sufficient information about the network

change implementation via knowledge transfer with your team,

and will be able to assist by analyzing events experienced during

the change and providing recommendations.

Product Issue Impact Review

Juniper Networks Product Issue Impact Review service provides a

detailed review of hardware and software bugs found in the field

that match your network profile to help determine the potential

impact and risk to your network.

Soware Upgrade Recommendation and Review

Juniper Networks Software Upgrade Recommendation and Review

service provides expert review of your software requirements,

assessment of software upgrade risk, analysis of potential impact

on your network, and recommendations on a target software

release that can best meet your requirements.

Product Health Check

Juniper Networks Product Health Check uses sample data from

targeted Juniper devices to check key indicators of device health

and utilization. This helps determine if a product is maintaining

performance expectations based on Juniper recommended best

practices. Juniper engineers will analyze your data and provide

recommended actions or workarounds to help you minimize the

risk and improve your network performance.

Training Credits

Training credits provide you with access to knowledge transfer

opportunities such as webcasts, and also a fixed number of

Juniper training credits (JTCs) that can be used to gain access

to any private or publicly available, open enrollment, instructor-

led, instructor-led online, and E-Learning courses at Juniper

Networks Education Centers or any participating Juniper Networks

Authorized Education Center (JNAEC) worldwide. The following

criteria apply to the use of training credits:

• Credits can be used for private or publicly available, open enrolment,

instructor-led, instructor-led online, and E-Learning courses.

• Credits are redeemable at Juniper Networks Education Centers

or any participating Juniper Networks Authorized Education

Center (JNAEC) worldwide.

• Credits are valid for one (1) year from the purchase date of the

Juniper Care Plus contract. The courses chosen must begin

before the credits expire.

• All Juniper Networks training credits must be redeemed in U.S.

dollars (USD).

You are entitled to a fixed number of training credits. For details,

please contact your local Juniper Partner or Juniper Networks

field sales manager. In addition, you will be invited to monthly

informational webcast sessions delivered by Juniper product and

support subject matter experts on leading practices in product

usage and troubleshooting.

Service Speciﬁcations

Your responsibilities include:

• Work with Juniper to install and set up Junos Space and Service

Insight, and to validate a Service Insight connection with Juniper.

• When requested, provide the necessary hardware required for

Service Insight (you can purchase a Junos Space appliance or

use your own VMware infrastructure).

• Work with Juniper to set up Internet access of Service Insight

to connect to Juniper Support Systems (JSS), including any

potential firewall settings.

1000324-002-EN Sept 2010

NetScreen, and ScreenOS are registered trademarks of Juniper Networks, Inc. in the United States and other

countries. All other trademarks, service marks, registered marks, or registered service marks are the property of

their respective owners. Juniper Networks assumes no responsibility for any inaccuracies in this document. Juniper

Networks reserves the right to change, modify, transfer, or otherwise revise this publication without notice.

EMEA Headquarters

Juniper Networks Ireland

Airside Business Park

Swords, County Dublin, Ireland

Phone: 35.31.8903.600

EMEA Sales: 00800.4586.4737

Fax: 35.31.8903.601

APAC Headquarters

Juniper Networks (Hong Kong)

26/F, Cityplaza One

1111 King’s Road

Taikoo Shing, Hong Kong

Phone: 852.2332.3636

Fax: 852.2574.7803

Corporate and Sales Headquarters

Juniper Networks, Inc.

1194 North Mathilda Avenue

Sunnyvale, CA 94089 USA

Phone: 888.JUNIPER (888.586.4737)

or 408.745.2000

Fax: 408.745.2100

www.juniper.net

Printed on recycled paper

To purchase Juniper Networks solutions,

please contact your Juniper Networks

representative at 1-866-298-6428 or

authorized reseller.

• Work with Juniper to provide the required information to

activate the services entitlement, including serial numbers of

each system-level piece of hardware to enable the support level

and delivery of services.

• When requested, provide information on the current

software releases running in your network, as well as current

configurations when requested by Juniper to enable delivery of

the service deliverables mentioned in this offering.

• Work with Juniper to provide hardware and software inventory

along with configuration data as and when requested by

Juniper Networks to enable delivery of the service deliverables

mentioned in this offering.

• Work with Juniper to provide access to servers, equipment,

information, logs, infrastructure, and resources that are

necessary for the delivery of the service.

• Designate at least two (2) but not more than six (6) senior

technical representatives, who must be the primary technical

interface to the service manager or other Juniper services team

members, as appropriate. You will need to designate contacts

who are senior engineers with the authority to make any

necessary changes to the network configuration.

• When requested, participate in ongoing communications

with Juniper Networks’ primary contact(s) who will help

in the delivery of knowledge transfer and other proactive

communications.

• When requested, participate in scheduled meetings to discuss

service deliverables.

• Work with Juniper to ensure that the requirements identified

for the proper working of the Juniper Networks’ solution are in

place. These requirements may be documented in the product

documentation or user guides or additional recommendations

communicated by the Juniper Networks team from time to time

for proper delivery of Juniper services.

• Understand that your employees interfacing with Juniper

Customer Support Teams may be required to undergo the

recommended training conducted by Juniper or Juniper

Networks Authorized Education Centers worldwide. It is strongly

recommended that the senior engineers designated by you hold

at least Juniper Networks Certified Internet Specialist (JNCIS)

level certification (where available) in the relevant technologies.

Complementary or Higher Level Services

Looking for the correct level of expertise to optimize your network

operations? Then visit the Resident Engineer, Resident Consultant,

and Focused Technical Support data sheets.

Juniper Networks Services and Support

Juniper Networks is the leader in performance-enabling services

and support, which are designed to accelerate, extend, and

optimize your high-performance network. Our services allow

you to bring revenue-generating capabilities online faster so

you can realize bigger productivity gains and faster rollouts of

new business models and ventures. At the same time, Juniper

Networks ensures operational excellence by optimizing your

network to maintain required levels of performance, reliability, and

availability. For more details, please visit www.juniper.net/us/en/

products-services/.

Ordering Information

Juniper Care Plus Services are available globally. For details,

please contact your local Juniper Partner or Juniper Networks field

sales manager.

About Juniper Networks

Juniper Networks, Inc. is the leader in high-performance

networking. Juniper offers a high-performance network

infrastructure that creates a responsive and trusted environment

for accelerating the deployment of services and applications

over a single network. This fuels high-performance businesses.

Additional information can be found at www.juniper.net.

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