Juniper Care Plus – Service Description Document – October 2010
1. Introduction
Juniper Care Plus Services (“Services”) are described in this Services Description Document (“SDD”). The Services
are rendered by Juniper directly to the end user of Juniper Networks products (the “End User”), which End User is
identified by name and address in the order for the Services (whether placed by an authorized J-Partner or
otherwise). The Services cover only those Juniper Networks products of End User purchased from Juniper Networks
or an authorized Juniper Networks reseller and that are under current, valid Juniper Care Support Services contract,
and, for each such product, only during the term of its associated contract. (Such Juniper Networks products of End
User are herein referred to as the “Supported Juniper Products”)
The Services are subject to the terms of the Juniper Networks End User Support Agreement, a copy of which is
posted at http://www.juniper.net/support/guidelines.html (or other written master services agreement signed by
Juniper Networks and End User and covering within its scope the terms and conditions under which Juniper Networks
will render support and maintenance services for End User’s Juniper Networks products) (herein, the “End User
Services Agreement” or “EUSA”). In addition, End User’s use of Junos Space and Service Now shall be subject to
the terms of the Juniper Networks End User License Agreement (“EULA”), a copy of which is posted at
http://www.juniper.net/support/guidelines.html
. In the event of any conflict between the terms of this SDD and those
of the EUSA or EULA, the terms of the EUSA and EULA shall take precedence.
2. Eligibility and Purchasing
Juniper Care Plus Services is available for purchase only by End Users who have one or more Juniper Networks
products under Juniper Care Support Services contract and who register with the Juniper Networks Customer Service
Center (“CSC”). The Services cover only Juniper Networks products for which End User has a current, valid Juniper
Care Services contract; provided, however, that Services shall be furnished with respect to any such product only
during the term of that product’s associated Juniper Care Services contracts.
The Services must be purchased for a term lasting at least 12 months.
3. Service Features and Deliverable Description
As part of the Services, Juniper Networks will use commercially reasonable efforts to provide the End User with the
following:
3.1. Service Manager
The Juniper Networks Service Manager is a named contact as End User’s advocate within Juniper Networks to
manage all End User service related operational activities during local business hours. The key deliverables of a
Service Manager include the following:
•
Point of contact within Juniper Networks to oversee the delivery of all entitled services in this offering.
•
Provide account set up assistance and ongoing account management to ensure that the End User has access to
the service deliverables in this service offering and appropriate resources within Juniper Networks.
•
Have onsite kickoff meeting with the End User to provide information needed for the End User to receive
their entitled service deliverables such as user accounts set up, review case notification process, case
opening guidelines, process to receive training credits, consulting credits, case escalation process, key
Juniper Networks contact information and regular meeting schedule.
•
Ensure that the End User account is set up correctly internally within Juniper Networks to be able to
open cases and notify internal teams who need to provide the service deliverables to the End User.
•
Provide a Service Support Plan, which includes the following:
990332 – October 2010
Juniper Networks, Inc.
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