juniper services and support
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Copyright © 2013 Juniper Networks, Inc. 1 Copyright © 2013 Juniper Networks, Inc.
JUNIPER SERVICES AND SUPPORT
ELENA GLINSKAYA, EGLINSKAYA@JUNIPER.NET
SERVICES SALES DIRECTOR RESE
Copyright © 2013 Juniper Networks, Inc. 2
THE NETWORK LIFECYCLE
Juniper and Partner Professional ServicesJuniper and Partner
Maintenance and Advanced Services
Juniper and Partner Education Services
Support Optimize
OperateBuildPlan
Assess Design Deploy Migrate
Copyright © 2013 Juniper Networks, Inc. 3
SUPPORT:JUNIPER WARRANTIES
•Juniper Standard Warranty• 1 year on hardware, 90 days on software media• Hardware replacement:
• No troubleshooting, no telephone support• Open Case on Web• RMA authorization by JTAC• Return to Factory ONLY
– 20-day turnaround (arrival date at repair centre ship out date to customer)
– No “temporary” replacement (“advance replacement”)
• For details see http://www.juniper.net/support/warranty/
•Extended Limited Lifetime Warranty• EX Appliance family (not chassis-based EX)• Advanced shipment of replacements within one business day from
two central depots• Lifetime software updates• 24x7 JTAC support available for 90 days after ship date
Copyright © 2013 Juniper Networks, Inc. 4
High Touch Personalized Services for network-level support
Traditional device maintenance and Service Automation In Every Contract
SUPPORT CONTRACTS:STANDARD AND ADVANCED SERVICES
Service Now
JUNIPER CARE
JUNIPER CAREPLUS
Copyright © 2013 Juniper Networks, Inc. 5
JUNIPER CARE BENEFITS:STANDARD MAINTENANCE
Gain access to Juniper Networks technical support engineers, software updates, online access to our knowledge base, online tools, and hardware replacement options
TECHNICAL SUPPORT
Copyright © 2013 Juniper Networks, Inc. 6
INVENTORY
MANAGEMENT
ASSISTANCE
Automatically collect and record the most up-to-date device inventory information including device name, software version, platform, serial number, and chassis inventory details for all devices managed by Service Now
JUNIPER CARE BENEFITS:UNIQUE JUNIPER ADDED VALUE!
Gain access to Juniper Networks technical support engineers, software updates, online access to our knowledge base, online tools, and hardware replacement options
TECHNICAL SUPPORT
Leverage the capabilities of Service Now and Service Insight technology to automatically detect, analyze, troubleshoot and report incidents on specific device events
AUTOMATED INCIDENT
MANAGEMENT
KNOWLEDGE
TRANSFER
Access a series of E-Learning courses on product troubleshooting features
PROACTIVE
PRODUCT
REPORTS
Proactive reports delivered by Junos Space Service Insight include targeted product bug notification and on demand End of Life (EOL), End of Service (EOS), and End of Engineering (EOE) reports
Copyright © 2013 Juniper Networks, Inc. 7
WHY ATTACH A SUPPORT CONTRACT?
Get help from an expert if anything goes wrong 24/7/365Lifetime Software Updates and UpgradesSelf-service support on Customer Service CenterChoice of hardware replacement options
• From “send back” to same day
Service automation at no extra charge• Self-diagnostics• Inventory
REALISE THE FULL POTENTIAL OF YOUR NETWORK
Copyright © 2013 Juniper Networks, Inc. 9
JUNIPER CARE PLUS: NETWORK-LEVEL ADVANCED SERVICES
SERVICE
MANAGER
EXPERT TO
EXPERT ACCESS
PERSONALIZED
PRODUCT
REPORTS ANALYSIS
ADVANCED
SERVICES
CONSULTING
TRAINING
CREDITS
In addition to the automation functionality delivered at the Juniper Care level, Juniper Care Plus delivers targeted analysis for Proactive reports delivered by Junos Space Service Insight including workaround and impact probability analysis for product bug notification Credits towards a menu of proactive services delivered by expert consultants. Eg. Software upgrade evaluations, Network performance reviews, etc.
Single point of contact for all service related activities
Manages the delivery of all entitled services in Juniper Care Plus
Provides access to a designated team of senior JTAC engineers for all Priority 1 and Priority 2 issues on a 24x7 basis
Provides you with access to knowledge transfer activities such as webcasts and a fixed number of Juniper Training Credits (JTCs)
Copyright © 2013 Juniper Networks, Inc. 10
JUNIPER EDUCATIONVALUE FOR RESELLERS AND CUSTOMERS
•The value of training – IDC Study shows that for trained engineers:
• Networked resources are available/reachable, when needed, 18% more often
• Up-time of critical routers and switches is 15% greater• Router and switch installations are correctly implemented
the first time 12% more often• Firewall vulnerabilities are patched within 24 hours of
detection 12% more often
http://www.juniper.net/us/en/local/pdf/whitepapers/2000557-en.pdf
Copyright © 2013 Juniper Networks, Inc. 12 Copyright © 2013 Juniper Networks, Inc.
SERVICE AUTOMATION
Copyright © 2013 Juniper Networks, Inc. 13
SERVICE NOWSERVICE NOW
SERVICE AUTOMATIONBRINGING IN A NEW WAVE OF EFFICIENCY
Fault and Case Management
On-device, Script-Based Failure Monitoring
Lights-Off Incident Creation With JTAC
SERVICE INSIGHTSERVICE INSIGHT
Targeted End of Life/Service Analysis
Proactive Bug Notification
Automated Impact Analysis
Streamline Operations
Reduced MTTR
Expert Insight
Minimize downtime
Copyright © 2013 Juniper Networks, Inc. 14
SERVICE NOWFOR AUTOMATED INCIDENT MANAGEMENT
Internet
Juniper SupportSystems
AI ScriptsInstalled
JMBHardwareSoftwareResourcesConfiguration
JuniperCustomer or Partner NOC
Customer Network
AUTOMATION WHEN YOU NEED IT
ENABLE MULTI-TENANT ARCHITECTURE
LEVERAGE TO INCREASE PRODUCTIVITY AND NETWORK UPTIME
User console
Service Now
Copyright © 2013 Juniper Networks, Inc. 15
SERVICE INSIGHTFOR PROACTIVE NOTIFICATIONS
Internet
AI ScriptsInstalled
JMBHardwareSoftwareResourcesConfiguration
Service Now
JuniperCustomer or Partner NOC
Customer Network
Service Insight
User Console Juniper SupportSystems
TARGETED ACTIONABLE NETWORK INSIGHT
END OF LIFE / END OF SUPPORT REPORTS
TARGETED AND PROACTIVE REPORTS OF MAJOR ISSUES
Copyright © 2013 Juniper Networks, Inc. 16
Call Juniper Support or go online to Juniper’s CSC support site
Entitlement verified; case created and transferred to JTAC
JTAC is engaged; troubleshoots problem; known issues reviewed. Request logs
Problem identified; corrective action issued
RMA created (4 hour parts replacement)
RMA received by customer
Part installed Problem
resolved
Customer discovers hardware
failure
TRADITIONAL SUPPORT PARADIGM
Elapsed Time
15 minutes 4 hours 12 hours 16 hours
SERVICE NOW IMPROVES OPERATIONAL EXCELLENCE
Entitlement automatically verified; support case opened
Diagnostic code(s) matched to known issues database and problem identified
Case sent to JTAC; resolution verified. RMA created (4 hour parts replacement)
RMA received by customer
Part installed Problem resolved
Hardware failure detected
real-time by Service Now;
JTAC case opened
JUNIPER TECHNICAL SERVICES WITH SERVICE NOW
3 Minutes 10 Minutes 15 Minutes 4.5 Hours
Time to Resolution Reduced by ~70%
Copyright © 2013 Juniper Networks, Inc. 17 Copyright © 2013 Juniper Networks, Inc.
ADVANCED SERVICESNEW OFFERINGS
Copyright © 2013 Juniper Networks, Inc. 18
JE1($200-$499k net product)
NEW CUSTOMER ONBOARDING SUPPORT ELEMENTS
TRAINING AND
CERTIFICATIONS
NETWORK
TRANSITION
SERVICES
JTAC OVERVIEW
SERVICE
MANAGEMENT
Training Credits to Certify 3 Individuals for JNCIA-Junos
Up to 6 Days of Remote Support
24x7 Event Management; Implementation of Junos Space Service Now
Best Practices for Case and Escalation Management
60 Days 90 Days
Best Practices for Case and Escalation Management
Up to 10 Days of Onsite and 5 Days of Remote Support
Training Credits to Certify 6 Individuals for JNCIA-Junos
JE2 ($499k-$1M net product)
SERVICE
AUTOMATION
24x7 Event Management; Implementation of Junos Space Service Now
PRICING PLEASE CONTACT US PLEASE CONTACT US
Copyright © 2013 Juniper Networks, Inc. 19
Network Productivity Service4 months or 12 months
NETWORK PRODUCTIVITY SERVICE ELEMENTS
DESIGN
OPTIMIZATION
SOFTWARE
SELECTION
TECHNICAL
COORDINATION
Q&A
consultative review and analysis of the high-level design and low-level device configurations
Software Upgrade Review and Recommendations for optimal support for new or existing hardware/feature implementations
EOL reportingPBN (Product Bug Notification) – End Customer specific notification SIRT updating and advisory
Contact with your assigned consultant for technical coordination of high priority service impacting issues that are being worked by the Juniper TAC (JTAC)
Ongoing Q&A ability with assigned consultant
PROACTIVE
ALERTING
Copyright © 2013 Juniper Networks, Inc. 20 Copyright © 2013 Juniper Networks, Inc.
THANK YOU
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