Juniper Care Plus – Service Description Document – October 2010
990332 – October 2010
Juniper Networks, Inc.
Page 9 of 10
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Provide information on the current software releases running in their network and current configurations as and
when requested by Juniper Networks to enable delivery of the service deliverables mentioned in this offering.
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Provide access to servers, equipment, information, logs, infrastructure and resources that are necessary for the
delivery of the service.
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Designate at least two (2) but not more than six (6) senior technical representatives, who must be the primary
technical interface to the designated contact of the Service Manager and other Juniper services teams, if
appropriate. The End User will designate contacts who are senior engineers with the authority to make any
necessary changes to the network configuration.
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Participate in ongoing communications with Juniper Networks’ primary contact(s) that will help in the delivery of
knowledge transfer and other proactive communications.
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Participate in meetings that are scheduled ahead of time to discuss service deliverables.
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Ensure that the requirements identified for the proper working of the Juniper Networks’ solution are in place.
These requirements may be documented in the product documentation or user guides or additional
recommendations communicated by the Juniper Networks team from time to time for proper delivery of Juniper
Networks’ services.
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Understand that the End User’s employees interfacing with Juniper End User Support Teams may be required to
undergo the Juniper recommended training conducted by Juniper or Juniper Networks Authorized Education
Centers worldwide. It is strongly recommended that the senior engineers designated by the End User hold at least
Juniper Networks Certified Internet Specialist (JNCIS) level certification (where available) in the relevant
technologies.
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Advice Juniper of any Information Juniper may reasonably request about the execution of the Services throughout
the delivery of Services. If third party participation and co-operation is required in order for the End User to
perform the End User responsibilities, End User shall be responsible for getting such participation and co-
operation. End User shall provide written notice to Juniper Networks as soon as it becomes aware or has reason
to believe that End User will not meet any of the End User responsibilities.
5. Availability
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These Services are available (excluding countries listed in Group E under the US Export Administration
Regulations (currently, Cuba, Iran, North Korea, Sudan and Syria) and any other countries as to which the
furnishing of such Services may be prohibited); provided, however, that certain advance replacement and onsite
services are not available in certain countries. All service deliverables are only available in English only.
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The Service Manager is available during his/her local business hours Monday through Friday, excluding Juniper
observed holidays.
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AMERICAS:
8am – 5pm
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EMEA:
9am - 5pm
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APAC:
9am – 5pm
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These Services are available for a minimum fixed duration of 12 months.
