Juniper Care Plus – Service Description Document – October 2010
Number of Consulting Credits required: 2.5 Credits
Implementation Support
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 the End User’s team and will
be able to assist them by analyzing events experienced during the change and providing recommendations.
Number of Consulting Credits required: 1 Credit
Software Upgrade Recommendation and Review
Juniper Networks Software Upgrade Recommendation and Review service provides expert review of the End
User’s software requirements, assessment of software upgrade risk, analysis of potential impact on the End
User’s network, and recommendations on a target software release that can best meet the End User’s
requirements.
Number of Consulting Credits required: 5 Credits
Product Health Check
Juniper Product Health Check uses sampling data from targeted Juniper devices to check key indicators of device
health and utilization to determine if product is maintaining performance expectations based on Juniper
recommended best practices. Juniper engineers will collect and analyze End User data and provide
recommended actions or workarounds to help the End User minimize the risk and improve their network
performance
Number of Consulting Credits required for one time Product Health Check: 5 Credits
Number of Consulting Credits required for quarterly Product Health Check (4 times): 15 Credits
Access to Subject Matter Expert (Q&A):
Answer End User’s questions related to the standard offerings: 1 credit purchases eight (8) hours of subject
matter expert Q&A consulting time.
4. End User Responsibilities
•
Install and set up JUNOS Space, Service Now and Service Insight.
•
Provide all necessary hardware required for Service Insight (End User can purchase JUNOS Space appliance or
use their own VMware infrastructure).
•
Determine and register with Juniper Networks the site id associated with Juniper Care Plus contract and an email
address of a primary contract for the site ID.
•
Set up Internet access of Service Insight to connect to Juniper Support Systems including any potential firewall
settings.
•
Create an Organization ID in Service Now using the site ID and contact linked to the Juniper Care service
contract. This step registers and licenses the JUNOS Space appliance, Service Now and Service Insight
applications.
•
Discover devices using JUNOS Space device manager.
•
Deploy AI Scripts on devices using Service Now.
•
Contact Juniper and provide all the required information to activate the Services entitlement such as serial
numbers of each system, to enable the support level and delivery of services.
990332 – October 2010
Juniper Networks, Inc.
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