Juniper networks JUNIPER CARE User Manual
JUNIPER CARE SERVICES
Product Overview
Juniper Care Services provide rapid
response from Juniper Networks’
technical service engineers and
hardware replacement options that
let you choose the right timing and
resources for your network needs.
Juniper Care increases your operational
eectiveness and lowers operational
costs by utilizing Juniper Networks
®
Space Service Now to reduce
Junos
the time for problem identification and
diagnostics. This allows your sta to
concentrate on running the business,
not fixing equipment.
®
DATASHEET
Receive best-in-class traditional 24x7 support, rated #1 in 2008 and 2009 for Mission
Critical Hardware Support by the Technology Services Industry Association (TSIA). Take
advantage of award-winning online support that is rated one of the ten best Web support
sites for an industry unprecedented five consecutive years, according to the Association
of Support Professionals (ASP). No other networking company has won more than two
consecutive ASP awards.
• Is maximized network availability a priority for your organization?
• Is your internal IT staff stretched too thin?
• Do you need to reduce network-based risk while increasing the value of your network
investment?
• Would you like to reduce your current support costs?
If you answered “yes” to any or all of these questions, you will benefit from Juniper Care
Services. Experts in achieving network availability levels, our engineers and technicians
can help your organization meet the most aggressive network demands through
operational support that ensures maximum uptime, utility, and value.
Service Description
Juniper Care combines traditional 24x7 support, E-Support, E-Learning, and service
automation. More than a simple break-fix service, Juniper Care helps you meet network
demands with technical and operational support designed to keep your network running
reliably, while at the same time protecting your high-performance networking investment.
• Scale your operational team to new heights and leverage multilayered security features
through Service Now management capabilities.
• Increase your operational effectiveness and lower operational expenses by using
Service Now to reduce the time needed for problem identification, troubleshooting, and
communication with Juniper Networks technical support.
• Dramatically simplify operational processes through self diagnosis and automated
incident reporting to significantly reduce mean time to resolution (MTTR), allowing
staff to concentrate on higher priority tasks that drive the business.
• Increase operational efficiency by automating detailed inventory management.
• Improve operational stability with early identification of incidents that are reported in
real time, allowing for preemptive diagnosis and repair, and increasing the availability of
your network.
1
Juniper Care Plus
• Juniper Care Plus delivers proactive and personalized services,
evolves with your business initiatives and provides the highest
network availability
• Juniper Care improves staff productivity and decreases
operational costs through award winning 24x7 support
Juniper Care
and automation
Figure 1: Juniper Technical Services overview
Features and Benefits
Table 1: Juniper Care Services Features and Benefits
FEATURE FEATURE DESCRIPTION BENEFIT
Technical support Gain access to Juniper Networks technical support engineers,
Automated incident
management
Inventory management
assistance
Knowledge transfer Access a series of E-Learning courses on product
soware updates, online access to our knowledge base, online
tools, and hardware replacement options.
Leverage the capabilities of Service Now technology to
automatically detect, analyze, troubleshoot, and report
incidents on specific device events.
Automatically collect and record the most up-to-date device
inventory information including device name, soware version,
platform, serial number, and chassis inventory details for all
devices managed by Service Now.
troubleshooting features.
Tailor a comprehensive range of post-deployment technical
support plans to meet the specific requirements of your
network environment.
Network intelligence with minimal physical administration
and rapid notification of specific network incidents reported in
real time; allows incidents to be identified and resolved sooner
than with traditional technical support reporting methods.
Automate time-consuming, manual inventory and asset
management tasks to increase sta productivity.
Provide comprehensive training for sta members at their
convenience and continue the education process for sta
management.
Juniper Care Entitlements
See table 2 for Juniper Care entitlements. Select your primary level of support to determine your hardware replacement options and gain
access to our Customer Support Center (CSC) to access software updates and online post-sales tools.
Table 2: Juniper Care Entitlements
FEATURE JUNIPER CARE JUNIPER CARE
Unlimited JTAC 24x7 X X X X X X
Soware releases X X X X X X
CSC online E-Support X X X X X X
Junos Space Service Now X X X X X X
E-Learning X X X X X X
Return-to-factory X
Next-business-day advanced
replacement
Same-day advanced replacement X X
Onsite technician X X
2
JUNIPER CARE
NEXT-DAY
X X
JUNIPER CARE
NEXT-DAY ONSITE
JUNIPER CARE
SAME-DAY
JUNIPER CARE
SAME-DAY ONSITE
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