2
Table 1: Features and Benefits
Feature
Feature DeScriPtiOn
BeneFit
Network troubleshooting and
operations support
Assists your operations staff with hands-on technical
issues with Juniper Networks products and technologies,
as well as other equipment in your network
• Minimizes downtime and reduces operational costs to
accelerate revenue generating activities
• Helps avoid end user service-level agreement (SLA)
penalties
Inventory tracking and
management support
Assists your operations staff with tracking and managing
the network equipment inventory
• Ensures consistent and accurate knowledge of all
network assets and their locations
• Provides quality data to ensure accurate and timely
change management
Testing of Juniper Networks
product features, functionality,
and interoperability
• Ensures that your Juniper Networks products integrate
and operate smoothly with equipment from other
vendors
• Helps your organization introduce and take advantage
of new technologies and features
• Helps accelerate restoration time and minimize
downtime
• Accelerates deployment and availability of new services
and applications
• Speeds rollout of innovative and new ventures
Informal technical and product
workshops
Provides your staff and business users with informal and
onsite transfer of information
• Accelerates readiness of employees, suppliers, and
partners
• Improves workforce productivity
Developing standard network
operation and equipment
operating procedures
• Brings an understanding of best practices to proactively
prevent issues that other customers have experienced
• Uses knowledge of your network to assist in
development and implementation of standard
operating procedures and practices
• Delivers unbeatable competitive advantage
• Optimizes value of high-performance networking to
meet constantly evolving business environment
Table 2: Service Specifications
JuniPer reSPOnSiBilitieS
cuStOmer reSPOnSiBilitieS
Juniper Networks will:
• Establish a scope of effort for the Resident Engineer to assist the
customer with network operations related activities
• Recruit and place the appropriate Network Engineer
The Resident Engineer will:
• Work onsite at your location
• Focus on network troubleshooting and operations support along with
network and configuration analysis
• Assist with network inventory asset management and tracking
• Assist in testing Juniper Networks products, features, and functionality
• Oversee, monitor, and track open trouble tickets, return material
authorizations (RMAs), and open bug reports
• Conduct informal technical and product workshops with your internal
support teams
The customer will:
• Provide a suitable work environment for the Resident Engineer including
all required hardware, software, and facilities access; qualified personnel
including project management; and supporting resources to accomplish
objectives defined in the scope of work
• Provide access to the Internet, your network, and all required and
requested data needed to accomplish objectives defined in the scope of
work
