juniper services and support

Copyright © 2013 Juniper Networks, Inc. 1 Copyright © 2013 Juniper Networks, Inc.

JUNIPER SERVICES AND SUPPORT

ELENA GLINSKAYA, [email protected]

SERVICES SALES DIRECTOR RESE

mailto:[email protected]

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


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

http://www.juniper.net/support/warranty/


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


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


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


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


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)


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


SERVICE AUTOMATION


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


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


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


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%


ADVANCED SERVICESNEW OFFERINGS


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


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


THANK YOU

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