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Implementation Support Service
Juniper Networks Implementation Support Service provides
remote engineering assistance on critical network changes such
as migrations, software upgrades, and feature rollouts. The Juniper
engineer will have sufficient information about the network
change implementation via knowledge transfer with your team
and will be able to assist you by analyzing events experienced
during the change and by providing recommendations.
Service Deliverables
Network change implementation support:
• Provision of a designated Juniper engineer to address any
questions, concerns, or issues raised by you during network
change implementation
• Remote diagnostics for unforeseen issues that may occur during
implementation, if escalated by you
• Recommended solution to the identified issues and ongoing
support for the proposed solution
• Transition of any outstanding issues to the designated service
manager for follow-up, and escalation to engineering and
Juniper Networks technical support teams following the change
control maintenance window
Post network change review:
• Setup and coordination of a post network change review
with your team to discuss the events and compare them with
your original, agreed-upon goals. The review highlights any
additional required changes and recommends appropriate
implementation support sessions.
Service Specifications
The service contract includes access to deliverables that are
delivered remotely as defined in the “Service Deliverables”
section. Any onsite presence requested by the customer will be
at an additional cost. The scope of this service is limited to one
maintenance window (maximum of up to five hours) during any
24-hour period. The service is limited to the Juniper Networks
products and services purchased by the customer.
For additional details, please refer to the Service Description
Document.
Product Issue Impact Review Service
Juniper Networks Product Issue Impact Review Service provides a
detailed analysis of hardware and software defects found in the
field that match your network profile to help you determine the
potential impact and risk for your network.
Service Deliverables
• Analysis of the defects identified in the Product Issue Impact
Report that matches your deployed network profile and the
potential level of exposure to the network1 based on your
specific business and networking requirements
• Assessment of the probability that you may encounter the
reported defects on your network
• Proactive recommendations on the course of action you should
take regarding the reported defects to avoid potential problems
Juniper will also provide a consolidated report on product issues
and impact analysis.
Service Specifications
The service contract includes access to deliverables that are
delivered remotely as defined in the “Service Deliverables” section.
The scope of this service is limited to provide review and analysis
on a customized Product Issue Report (for Product Issue Report
scope limitations, please see details on page 11 note item 3
generated as part of the Juniper Care Plus contract.
Product Issue Impact Review Service deliverables are based on the
network profile provided by you or collected through Service Now
and Service Insight. The scope of this offering may vary and be
restricted if the complete required information and documentation
is not provided. For additional details, please refer to the Service
Description Document.
