Juniper JUNIPER CARE SERVICES Manual de usuario

DATASHEET

Receive best-in-class traditional 24x7 support, rated #1 in 2008 and 2009 for Mission

Critical Hardware Support by the Technology Services Industry Association (TSIA). Take

advantage of award-winning online support that is rated one of the ten best Web support

sites for an industry unprecedented five consecutive years, according to the Association

of Support Professionals (ASP). No other networking company has won more than two

consecutive ASP awards.

• Is maximized network availability a priority for your organization?

• Is your internal IT staff stretched too thin?

• Do you need to reduce network-based risk while increasing the value of your network

investment?

• Would you like to reduce your current support costs?

If you answered “yes” to any or all of these questions, you will benefit from Juniper Care

Services. Experts in achieving network availability levels, our engineers and technicians

can help your organization meet the most aggressive network demands through

operational support that ensures maximum uptime, utility, and value.

Service Description

Juniper Care combines traditional 24x7 support, E-Support, E-Learning, and service

automation. More than a simple break-fix service, Juniper Care helps you meet network

demands with technical and operational support designed to keep your network running

reliably, while at the same time protecting your high-performance networking investment.

• Scale your operational team to new heights and leverage multilayered security features

through Service Now management capabilities.

• Increase your operational effectiveness and lower operational expenses by using

Service Now to reduce the time needed for problem identification, troubleshooting, and

communication with Juniper Networks technical support.

• Dramatically simplify operational processes through self diagnosis and automated

incident reporting to significantly reduce mean time to resolution (MTTR), allowing

staff to concentrate on higher priority tasks that drive the business.

• Increase operational efficiency by automating detailed inventory management.

• Improve operational stability with early identification of incidents that are reported in

real time, allowing for preemptive diagnosis and repair, and increasing the availability of

your network.

Product Overview

Juniper Care Services provide rapid

response from Juniper Networks’

technical service engineers and

hardware replacement options that

let you choose the right timing and

resources for your network needs.

Juniper Care increases your operational

eectiveness and lowers operational

costs by utilizing Juniper Networks®

Junos® Space Service Now to reduce

the time for problem identiﬁcation and

diagnostics. This allows your sta to

concentrate on running the business,

not ﬁxing equipment.

JUNIPER CARE SERVICES

Features and Beneﬁts

Table 1: Juniper Care Services Features and Beneﬁts

FEATURE FEATURE DESCRIPTION BENEFIT

Technical support Gain access to Juniper Networks technical support engineers,

soware updates, online access to our knowledge base, online

tools, and hardware replacement options.

Tailor a comprehensive range of post-deployment technical

support plans to meet the speciﬁc requirements of your

network environment.

Automated incident

management

Leverage the capabilities of Service Now technology to

automatically detect, analyze, troubleshoot, and report

incidents on speciﬁc device events.

Network intelligence with minimal physical administration

and rapid notiﬁcation of speciﬁc network incidents reported in

real time; allows incidents to be identiﬁed and resolved sooner

than with traditional technical support reporting methods.

Inventory management

assistance

Automatically collect and record the most up-to-date device

inventory information including device name, soware version,

platform, serial number, and chassis inventory details for all

devices managed by Service Now.

Automate time-consuming, manual inventory and asset

management tasks to increase sta productivity.

Knowledge transfer Access a series of E-Learning courses on product

troubleshooting features.

Provide comprehensive training for sta members at their

convenience and continue the education process for sta

management.

Juniper Care Entitlements

See table 2 for Juniper Care entitlements. Select your primary level of support to determine your hardware replacement options and gain

access to our Customer Support Center (CSC) to access software updates and online post-sales tools.

Table 2: Juniper Care Entitlements

FEATURE JUNIPER CARE JUNIPER CARE JUNIPER CARE

NEXT-DAY

JUNIPER CARE

NEXT-DAY ONSITE

JUNIPER CARE

SAME-DAY

JUNIPER CARE

SAME-DAY ONSITE

Unlimited JTAC 24x7 X X X X X X

Soware releases X X X X X X

CSC online E-Support X X X X X X

Junos Space Service Now X X X X X X

E-Learning X X X X X X

Return-to-factory X

Next-business-day advanced

replacement X X

Same-day advanced replacement X X

Onsite technician X X

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

JTAC Access

With Juniper Networks Technical Assistance Center (JTAC)

support, you have unlimited 24x7 access to JTAC engineers by

phone and online. As a single point of contact for all of your

support needs, JTAC engineers have extensive experience

supporting large-scale networks. JTAC engineers can help you

diagnose system problems, configure, troubleshoot, and provide

work-around solutions. To ensure that JTAC responds as quickly as

possible, automatic escalation alerts to senior management are

triggered on all priority issues.

Soware Releases

Juniper Networks provides you with access to all new software

releases as soon as they are made available for general release.

Online Tools

The Customer Support Center (CSC) provides you with self-

service access to Juniper’s award winning online portal for the

information, answers, tools, and service options required to ensure

the support of your network investment. Features within the CSC

include, but are not limited to, software downloads, technical

alerts and bulletins, RMA requests, and the Juniper Networks

Knowledge Base.

Return-to-Factory

Return a defective Juniper Networks product to a Juniper repair

facility where it will be replaced or repaired within ten business

days. The ten business day period begins upon receipt of the

defective unit at a Juniper repair facility.

Next-Day

Receive advanced hardware replacements for defective hardware

on the next business day for replacement requests that are placed

by 3 p.m. local JTAC time. For countries where Juniper Networks

does not have an in-country depot and next business day delivery is

unavailable, Juniper will ship the replacement part within 24 hours

of the replacement authorization. Actual delivery is subject to local

customs and importation, restrictions, and transportation delays.

“Next business day” is defined as 12 hours a day, 5 days a week.

Same-Day

Receive advance replacements for defective hardware or

part(s) 24x7x4 hours within final diagnosis of a part failure

and replacement authorization by Juniper Networks. Advanced

hardware replacements are delivered to your physical site if it

is located within the designated distance from any authorized

regional Juniper Networks parts depot.

Table 2: Juniper Care Entitlements

REGION DISTANCE FROM JUNIPER NETWORKS PARTS DEPOT

USA/Canada 150 miles (241 km)

EMEA 120 miles (193 km)

Mexico/Latin America 62 miles (100 km)

Asia Paciﬁc 43 miles (69 km) (all countries except India)

India 31 miles (50 km)

Onsite

When JTAC determines that onsite support is required, an

experienced service technician who is trained on Juniper products

will be dispatched to the customer site. Upon arrival, this

technician will work under the direction of a JTAC engineer to solve

the problem(s). If required, a replacement product will already

be at the site. The technician will perform tasks as directed by

JTAC, and as outlined in the existing Global Service Operations

(GSO) policy “Customer Onsite Service Support.” Furthermore, the

technician will be released from the site upon approval of the JTAC

engineer, with concurrence from the customer. The technician will

assist with packing up and removing any defective products.

Service Automation

Juniper service automation consists of an ecosystem of tools,

applications, and systems targeted towards simplifying and

streamlining operations, delivering operational efficiency, reducing

downtime, and increasing your network’s ROI running Juniper

Networks Junos operating system. Service automation brings

operational efficiency by automating several time-consuming

tasks such as incident management and inventory management.

The Service Now service automation tool is a standard

entitlement of all Juniper Care contracts.

Service Automation Key Features

Automated Incident Management

Service Now simplifies the tasks associated with incident

management with just a few clicks. Integration with the CSC

allows case creation to be automated. Incidents are identified

based on system triggers. Advanced Insight Scripts (AI-Scripts)

on the Junos OS devices automatically collect troubleshooting

and diagnostic data based on these triggers and delivers the

information to the Service Now console.

Customers can select these incidents to not only open cases

with JTAC for these recorded incidents, but they also have the

option to include all relevant device, event, and diagnostics

information. This permits a substantial reduction in time spent

by the operations team in managing the environment, while also

reducing time spent in resolving issues.

Service Now Reporting Interface

The Service Now reporting interface aggregates and analyzes a

myriad of data and information from your network, and displays

reporting specific to each incident. Reporting can also be

consolidated by device or group of devices. Service Now provides

tools that allow you to empower your network operations staff by

accessing specific troubleshooting information from Juniper and

managing staff workload based on case activity.

Inventory Management Assistance

Service Now automatically collects and tracks the most current

inventory details for the devices it manages. This includes

information such as the device name, software version, platform,

serial number, and chassis inventory details. This information is

available for review and automatically included in the diagnostic

information when a trouble ticket is opened with JTAC via the

incident management functionality.

Device-Aware Support

As specific events occur on Junos OS-based products in your

network, incident-driven AI-Scripts detect, collect, and report

relevant diagnostic data. New AI-Scripts are continuously being

developed to enhance self diagnosis; these are made available

to you on an ongoing basis and can be installed via Service Now.

The information regarding incidents is automatically analyzed and

results are made available to you. Service automation ensures

that all JTAC engineers can handle any reported case efficiently by

providing necessary software and hardware configurations. This

tool helps to minimize time to resolution for all cases submitted.

Service Automation Architecture and Key Components

Junos Space Service Now and Junos Space Service Insight are

the key technologies that enable Juniper’s service automation

infrastructure. Service Now includes components that seamlessly

work within a customer’s environment and are securely integrated

with Juniper’s case management and contract management

systems for reactive service delivery. Service automation solution

components function together to provide you with a seamless

architecture to automate services.

Key components include:

Advanced Insight Scripts (AI-Scripts)

AI-Scripts on Junos OS-based devices are event-specific incident

management scripts written by and based on the experience

and knowledge of a JTAC engineer. These scripts collect

troubleshooting and diagnostic information whenever an event is

detected on a device.

AI-Scripts are installed on Junos OS-based devices and are part of

the “jscript” module of the Junos OS bundle. You receive access to

these AI-Scripts as part of your service contract entitlement.

These expert scripts are written by Juniper Networks JTAC experts

based on their collective experience of various troubleshooting

scenarios. For specific events that are identified by these scripts,

the relevant information from the device is sent out as information

packages called Juniper Message Bundles (JMBs).

The JMB is a structured XML data file used to collect pertinent

event and intelligence data used for subsequent AI-Script

processing. The JMB currently contains a JMB manifest section, a

trend data section, and an attachments section.

JMBs are sent to predeﬁned designated targets including the

Service Now instance running on the Junos Space platform in your

environment. JMBs can be “incident-driven,” created for events related

to service impacting issues (both hardware and soware), or they can

be “intelligence-driven,” generated periodically to collect information

including inventory, resource utilization, and conﬁgurations. Service

Now collects all JMBs and provides an interface and control for the

administrator to take action on the incident.

Service Now

Service Now on the Junos Space platform is available as a virtual

appliance or as a hardware appliance for your network. Service

Now is the front end user interface (UI) for service automation

and allows the network administrator to control and configure

functions for service automation available within Juniper Care.

Service Now communicates with Juniper Networks Support

Systems (JSS) to transfer JMBs. This transfer is configurable and

controlled by the network administrator. The intelligence-driven

information, transferred to Juniper by Service Now, is stored and

used by your Juniper account team to generate a wide variety of

proactive analyses and reports.

Incident-driven information transferred to JSS is used to

automatically open trouble tickets (cases) with JTAC via a secure

integration with Juniper’s case management systems. The secure

communication transfer of JMBs between Service Now and JSS

is unidirectional; JSS never initiates sessions with Service Now to

request JMBs. Also, network administrators always have complete

control of the type of information that is sent to JSS.

When proactive analysis or trouble case updates are completed

by JTAC engineers and documented in the CSC Case Manager

system, the information is automatically transferred to Service

Now and accessible via the automated incident management

reporting interface.

Figure 2: Juniper Service Automation

Customer Network

AI Scripts

Installed

Juniper Support System

Internet

Customer or Partner NOC

Service Now

Juniper

Service

Now

JMB

Hardware

Soware

Resources

Conﬁguration

Juniper Networks Support Systems (JSS)

JSS are expert systems located within Juniper Networks premises,

and securely integrated with the solution providing an interface

to existing CSC Case Management, contract management

systems, and knowledge repositories. JSS systems collect event

and incident information as well as diagnostic details for ticket

creation from Service Now. JSS also provides case updates to

Service Now as well as targeted service and support information

to Service Now and Service Insight for efficient operations.

Junos Space Service Insight, which works in conjunction with

Service Now, enables capabilities for proactive management and

actionable business intelligence for efficient operations. Customers

purchasing Juniper Care Plus are entitled to use Service Insight. For

more details, please refer to the Juniper Care Plus data sheet.

Security and Information Protection

Service automation uses Service Now to provide secure

communications that meet industry expectations around security

and information protection. Techniques that allow you to provide

complete clarity and control when dealing with the security

aspects of the solution include:

• Standard, secure protocols, including HTTPS, SCP, and SFTP for

data transfer between service automation components.

• Authentication for all communications between Service Now

and JSS.

• All communication channels between Service Now and JSS

originate from Service Now. Inbound connections to Service

Now can be blocked at the firewall without losing benefits or

capabilities.

• Control over what information is shared with JSS. An important

aspect of service automation is the control over information

sent beyond your DMZ. You have the ability to adjust the level of

shared information that Service Now sends to JSS through four

levels of filtering—from no sharing to full share, with user login

information always automatically deleted from configurations.

• Finally, Juniper uses strict access control policies and systems

to prevent, limit, and track access to your encrypted data in JSS.

Only Juniper personnel involved in delivering your Advanced or

Technical Services are allowed access to the secure systems

within Juniper’s network that store your data. Using information

that you share, Juniper Networks is uniquely positioned to

determine potential risks to your network, perform migration

analysis, prepare detailed bug impact analysis, and proactively

suggest other technical recommendations.

Service Automation Installation, Conﬁguration,

and Entitlement

Service Now is available for all Junos OS devices with a valid

Juniper Care service contract. Customers who have Junos Space

running in their environment can use Service Now on the platform

by linking the Service Now instance with their speciﬁc site ID. The

site ID identiﬁes the speciﬁc service contract for entitlement and

authorization. Customers who do not have an instance of Junos

Space installed in their environment can download and install Junos

Space platform at www.juniper.net/support/products/space/.

Service Now also collects device profile information on a periodic

basis, including hardware configuration, software configuration,

logs, and system statistics. This information is stored in a

database within Service Now that can help you understand

device history and trends. The device profile information can also

be leveraged to provide you with proactive services included in

Juniper Care Plus Services to help minimize your operational risks.

Service Automation Product Requirements

The service automation features will be available to customers

running Junos OS 9.0 and above on the following products: Juniper

Networks M Series Multiservice Edge Routers, MX Series 3D

Universal Edge Routers, T Series Core Routers, J Series Services

Routers, and EX Series Ethernet Switches.

Installation of Service Now requires a virtual server partition to

be provided by and managed by the customer. Customers also

have the option to purchase a hardware appliance from Juniper.

Additional specifications can be found in the Service Now User

Guide and Release Notes.

Knowledge Transfer: E-Learning Courses

You also have access to a series of E-Learning courses designed

specifically to provide instruction on product troubleshooting

features. This allows you to easily train staff members at their

convenience and provide continuing education to account for

staff turnover.

Service Speciﬁcations

Your responsibilities include:

• Ensuring that the requirements identified for your Juniper

solution are in place. These requirements are documented

in product documentation, user guides, or additional

recommendations communicated by the Juniper team from

time to time for proper delivery of Juniper services.

• Ensuring that employees who interface with Juniper service

teams have completed required training by Juniper Networks

Education Services and Juniper Networks Authorized Education

Centers worldwide.

Complementary or Higher Level Services

Migrate up to Juniper Care Plus. Juniper Care Plus is for

organizations that require the highest network availability

and provides the flexibility to adapt, scale, and evolve with

organizational initiatives. Looking for the correct level of

expertise to optimize your network operations? Visit the

Resident Engineer and Resident Consultant data sheets.

1000326-002-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.

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 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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