juniper services and support
TRANSCRIPT
Juniper Services and Support Realize the Network that Knows Your Business
Dmitry Kulikov
Services Business Manager
Service Offerings across the Lifecycle
Juniper Education
Offerings
Customer
Lifecycle Plan Build
Assessment
Design
Deployment
Migration
Juniper Professional Services
Operate
Maintenance
Optimization
Juniper Optimum
Care
Juniper Care
Juniper Care Plus
Maintenance + enhanced services
OPERATE
Maintenance + enhanced services
Installed Base growth
Pers
on
alizati
on
Basic support
Reactive device support
(Juniper Care)
Advanced support
Proactive network support
(Juniper Care Plus)
Expert support
Mission critical
(Resident resources, FTS)
Juniper Networks Worldwide Technical Support Centers
200+ Authorized Support Partners 315+ Logistic Depot Locations 1,800+ Support Personnel
JTAC Support Centers
Authorized Support Partners
Global Logistics Depots
Innovation in Enabling Customer Success in
Support Services
Juniper Care – components
24x7x365 access to the
technical support (JTAC)
Access to software
upgrades and updates
Choice of hardware
replacement options – from some days to 4 hours delivery
Automation software -
Service Now and Service
Insight
Online access; knowledge
base
Components
Juniper Care Core Core Plus Adv Replacement Next-Day Same-Day
Technical support JTAC 24x7 + + + + +
Software upgrades and updates + + + + +
Online support portal + + + + +
Service Now / Service Insight + + + + +
Online access to knowledge database + + + + +
Hardware replacement option -
Replacement shipped
(central depot) within 10
business days after
Juniper’s receipt of the
defective FRU
Advanced
replacement
shipped (central
depot) within 5
business days
Next-Business-
Day Advanced
Replacement
Parts Delivery
Same-Day
Advanced
Replacement
Delivery
Onsite-engineer - - - Possible Possible
Service codes PAR-SUP
SVC-COR
PAR-RTF
SVC-CP
PAR-AR5
-
PAR-ND(CE)
SVC-ND(CE)
PAR-SD(CE)
SVC-SD(CE)
Juniper Care packages
JTAC structure and normal Case flow
EMEA
Level 1 - TAC
AMER APAC
Level 2 - TAC
Level 3 - TAC L3 TAC EMEA L3 TAC AMER L3 TAC APAC
L2 TAC AMER/APAC
L1 TAC AMER/APAC
JCARE CASE
P3 P4
P1 P2
ENGINEERING GROUP 1 ENGINEERING GROUP 2 ENGINEERING GROUP 3
Juniper Standard Warranty
• 1 year on hardware, 90 days on software media
• Hardware replacement: • No troubleshooting, no telephone support
• Open Case on Web
• 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/
Warranty ≠ Support contract
Components Support contract Standard warranty
Technical support JTAC 24x7
Software upgrades and updates
Advanced replacement
Automation Software
Service Now и Service Insight
Online access; knowledge base
Juniper Service and Support – Business Policies
• Lapse in coverage – back charges and reinstatement fees to be applied.
• Minimum contract term – 12 months. Co-terming is possible.
• Same Site Support - same level of support coverage for all like products at a specific site location. Same level support for chassis + cards.
• Downgrade – no. Upgrade – yes.
• End of Support Policy.
• Multiyear discounts.
Juniper Care Plus – advances support
Service manager
Single Point of contact for all service related activities. Manages all
entitled delivery services direct from
you to Juniper
Expert2Expert
Provides direct access to senior
Juniper engineers for all Priority 1 and
Priority 2 issues on a 24x7 basis
Advanced Services credits
Custom and tailored services through
credits
Training credits
Direct access to knowledge transfer through webcasts and instructor-led
training
EXPERT TO EXPERT Case Flow JCP
EMEA AMER APAC
E2E L3 TAC EMEA L3 TAC AMER L3 TAC APAC
L2 TAC AMER/APAC
L1 TAC AMER/APAC
P3 P4
ENGINEERING GROUP 1 ENGINEERING GROUP 2 ENGINEERING GROUP 3
P1 P2
JCP
Expert Services
Resident engineer
An on-site engineer providing technical
assistance in operational activities
Resident consultant
An on-site consultant providing customized network
architecture and design assistance
Focused technical support
A designated team of senior Juniper engineers with extensive experience -
personalized support of the complex networks
Case Flow – ACS + FTS
L3 TAC EMEA L3 TAC AMER L3 TAC APAC
L2 TAC AMER/APAC
L1 TAC AMER/APAC
FTS
ENGINEERING GROUP 1 ENGINEERING GROUP 2 ENGINEERING GROUP 3
Remark:
FTS option per product line ACS
E2E
P3 P4
P1 P2
Juniper’s Automated Support and Prevention: A dual focus support automation solution
Reactive
Automated support processes for
incident identification and
resolution
Proactive
Targeted product insight reporting for
awareness, inventory, issue
identification, and planning
Juniper’s Automated Support and Prevention (ASAP) solution is a collection of applications,
tools, and processes that utilize Juniper’s expertise to automatically resolve product issues,
prevent outages, provide insights, and increase productivity for customers.
Service Automation Bringing in a new wave of efficiency
SERVICE NOW
Fault and Case
Management
On-Device, Script-Based
Failure Monitoring
Lights-Off Incident
Creation With JTAC
Streamline Operations
Reduce MTTR
SERVICE INSIGHT
Targeted End of
Life/Service Analysis
Proactive Bug
Notification
Automated
Impact Analysis
Minimize Downtime
Provide Expert Insight
Support Automation: Rapid Problem Resolution
Metric (Days) Standard Case
Performance
Service Now Case
Performance
Improvement
FDR
First Day Resolution 56% 68% 21%
MTTCxE
Cases resolved without
escalation 5.5 2.7 103%
Permanent Fix
Customer Has a
Solution More Quickly 25.1 11.6 54%
Operate
Professional Services
Plan Build
Juniper Professional Services
Enabling our customers and partners to achieve the full economic value from the network by helping them assess, design
and deploy their Juniper solution
~200 senior-level PS consultants located around the world
Average of 10+ years experience in Service Provider & Enterprise networking
Extensive expertise with routing, switching, mobile, core/edge, and security
Expertise across multiple industries including FSI, Healthcare, Government, Communications
Global Centre of Excellence and Testing functions to support customer projects
200+ Authorized Support Partners
340+ Logistic Depot Locations
1,800+ Support Personnel
Supported by:
Why engage PS
Customer research is telling us that they want Vendor support as they deal in more complex initiatives.
PS increases the likelihood of success and reduce TTV addressing the key CxO challenges.
Market research shows that the fastest growing accounts have significant PS attached
Example of PS activities Customer Need Offering Description Features Consult Business Planning Current and future state network
assessment with benchmarks and technology roadmap
• Business Case • Use Case • Benchmarking • Program Development
Network Design Detailed network design to enable the path to software defined networking and virtualization
• Design • Technology roadmap • Requirements Development
Adopt Pilot / Field Trial Testing and implementation for pilot program to confirm performance and operations
• Lab test • Implement • Configure • Validate
Jump Start Provide deep expertise to integrate multi-vendor assets and effectively deploy network
• Implement • Configure • Validate • Educate
Enhance Turnkey Integrate technology within legacy environment and optimize testing and service provisioning to reduce cycle time and complexity
• Implement & Integrate • Validate • Automate • Manage
Turnkey (migrate) Provide deep expertise to migrate use cases and applications from traditional hardware networks to software enabled infrastructure
• Implement & Integrate • Validate • Automate • Migrate • Manage
Tailor Custom SOW Develop SDN applications to enable customer business outcomes
• Dev Ops • Customize • Co-Develop
Professional Services
Consult
Adopt
Enhance
Tailor
Examples of Juniper Automation PS projects
APAC Service Provider
Challenge: Port by Port M to MX Migration Tool to migrate 34 M320s
Solution: Tool that creates and applies the Configuration to the MX based on current M320 port information
Results: $1.5 Million savings with migrations. Saved countless hours and eliminated configuration migration errors.
US Restaurant Chain
Challenge: 3,000+ Device Refresh
Solution: Web-based one touch Dashboard with template integration into customer’s system for initial configuration
Results: System fully tested and implemented. System to be used for all future initial configurations.
Major Financial Institution
Challenge: Automated Data Center Turn-up
Solution: Fully integrated system for the Turn-Up, Testing and Validation of New Data Centers
Results: System fully tested and implemented. Tests now take 30 minutes to complete instead of 4 days!!
PS Credits
PS Credits – an easy way to buy PS services prior to engagement
requirements being identified.
Examples of the types of engagements that may be purchased with the credits include:
• Assessments – designed to help customers understand the networking options available and to plan their
technology roadmap.
• Design Services – to assist customers with the creation of network design and design validation.
• Deployment Services – to ensure that customers install, configure and integrate their new network into the
existing environment.
• Migration Services – to help customers plan and execute the move from their existing network to the new
Juniper network.
Operate
Education services
Plan Build
• Product and solutions training
• Range of training modalities
• Prescriptive Training
• Flexible purchase options
• Deep solution expertise
• Extensive real- world experience
• Rigorously screened Authorized Education Partners (JNAEPs)
• Systems and infrastructure
• Hands-on lab environment
• Instructor-Led Online training
• Multi-track
• Multi-tier
• The ultimate demonstration of Juniper Networks competency
Comprehensive
Curriculum and
Training Services
Certified
Instructors
Seamless
Learning
Experience
World-Class
Certification
Program
A Wide Range of Education Services Customers gain the most value from their high performance networks.
Juniper’s Customers
…our customers expect — and require — exceptional service
100% BUSINESS-TO-BUSINESS MODEL
99 of Global Fortune 100
companies have deployed Juniper
+ 630 US government
agencies have deployed Juniper
100% of top service providers in the world have deployed Juniper
7/8 of world’s largest stock
exchanges have deployed Juniper
Juniper secures +86% of smart phone traffic
in the US
All top five social media companies
have deployed Juniper
99 100% 630 7/8 +86% 5
Thank you Dmitry Kulikov
Service Business Manager
E-mail: [email protected]
JTAC / Customer Care
Tel: +1-408-745-9500
Web: www.juniper.net/cm/
BACK UP slides
• JTAC / Customer Care Case Manager http://www.juniper.net/cm/
• Licensing Tool
https://www.juniper.net/lcrs/license.do
• Entitlement Tool http://tools.juniper.net/SerialNumberEntitlementSearch/
• Update install base
https://www.juniper.net/customers/csc/management/updateinstallbase.jsp
• EOL products https://www.juniper.net/support/eol/
• JTAC user guide https://www.juniper.net/us/en/local/pdf/resource-guides/7100059-en.pdf
• EUSA – End User Support Agreement
https://www.juniper.net/support/guidelines/990239.pdf
Useful tools and links
PARTNER SUPPORT
ADVANCED CUSTOMER SUPPORT
PREMIUM PARTNER
ENABLEMENT
JUNIPER CARE
JUNIPER OPTIMUM
CARE
Delivery Models
High Partner Touch High Juniper Touch
End Customer
PARTNER BRANDED SERVICE & SUPPORT
JUNIPER CARE PLUS
NETWORK PRODUCTIVITY
SERVICE
Authorized Juniper Resellers
SVC PAR