Juniper Care Plus – Service Description Document – October 2010
EULA) in support of End User’s Junos -based Product running on an active, supported version of Junos software,
covered under valid and unexpired Care Services contract subject to the terms of the EULA, and as to each such
Junos-based Product only for the term of its associated Care Services contract.
Service Insight enables the following services features:
1) Targeted Proactive Bug Notification
This feature provides the End User notification on new reported critical and major software bugs that may
impact the End User’s network. The key deliverables consist of:
•
Notification on software bug information that match the End User device profile.
•
Information needed to interpret the bug such as bug description, synopsis, versions where the bug
has been resolved, possible trigger, known symptoms and workarounds, if available.
•
Ability to choose a device and see all Proactive Bug Notifications that match that device.
•
Information is stored in the application for the End User to review as needed.
•
Juniper Networks resources are available to provide analysis on the bug information to help the
End User understand the potential impact to their network.
•
Juniper Networks resources are available to help answer the End User’s questions related to the
information delivered.
•
Juniper Networks resources are available to provide quarterly follow-up with the End User on bugs
identified during the Service Manager Quarterly Business Review meeting.
Service Insight will provide notification on Critical and Major bugs that meet the following criteria:
1. Have a Workaround / Service Restoration – OR –
2. Are fixed – OR –
3. Have a clear trigger or symptom defined
Definition for Critical and Major bugs:
Critical: problems that severely affect service, capacity/traffic, billing and maintenance capabilities and
require immediate corrective action such as:
•
A loss of service that is comparable to the total loss of effective functional capability of an entire
system.
•
A reduction in capacity or traffic handling capability such that expected loads cannot be handled.
•
Any loss of safety or emergency capability (e.g., 911 calls)
.
Major: problems that seriously affect system operation, maintenance and administration, etc., and require
immediate attention. The urgency is less than in critical service impact situations because of a lesser
immediate or impending effect on system performance, End Users and the End User's operation and
revenue such as:
•
Reduction in any capacity/traffic measurement function.
•
Any loss of functional visibility and/or diagnostic capability.
•
Short outages equivalent to system or subsystem outages.
2) On-demand End of Life (EOL), End of Service (EOS), End of Engineering (EOE) report
This feature provides the End User ability to automatically pull EOL/EOS/EOE reports that match with the
End User’s Junos-based Juniper Networks Products (including purchasable field replaceable units
(FRU’s). The report is generated based on Juniper Networks official EOL/EOS/EOE announcements. The
key deliverables consist of:
990332 – October 2010
Juniper Networks, Inc.
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