3
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.
Software 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.
