Juniper JUNIPER CARE PLUS SERVICES Manual de usuario
DATASHEET
1
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
2
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.
Ecient 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 soware
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
• Soware 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 oering that many
customers choose to enhance their Juniper Care Plus service.
This oering 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 soware
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
3
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.
4
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
Soware
Resources
Configuration
Figure 2: Juniper Service Automation
5
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.
Soware 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.
6
1000324-002-EN Sept 2010
Copyright 2010 Juniper Networks, Inc. All rights reserved. Juniper Networks, the Juniper Networks logo, Junos,
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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