Juniper networks RESIDENT ENGINEER User Manual

RESIDENT ENGINEER

Product Overview

Whether your organization competes

in today’s highly competitive and

dynamic market, or provides high value

public services, there is tremendous

pressure on your IT sta to continuously

adapt and scale your network so that

it realigns and evolves with business

initiatives. To accomplish this, sta

members must maintain their

expertise in a constantly growing list of

technologies and vendor products. The

ability to keep abreast of these rapidly

evolving technologies, while attempting

to deploy new network capabilities and

resource intensive network adaptation,

can strain internal resources, cause

costly network downtime, and impede

time-to-value for your network

investment.

DATASHEET

The Resident Engineer provides organizations with the flexibility to use Juniper expertise

when and where it most benefits operations, without having to hire additional resources.

Additionally, it allows you to personalize the support provided to assure that your network

continues to scale and evolve based on your organization’s unique requirements and

operational needs.

Service Description

Juniper Networks Resident Engineers are available for annual onsite engagements and

provide highly customized operational assistance to your organization. Bringing the most

specialized skills in the industry to your company, the Resident Engineer focuses on all

technical aspects of your Juniper Networks products. Because they work daily alongside

your staff at your location, Resident Engineers become intimately familiar with your unique

processes and requirements, your network’s specific configurations and challenges, and

your staff’s strengths and limitations. Thus, your Resident Engineer can help you avoid many

network issues before they arise—and is fully prepared to help resolve issues quickly when

they do occur. The Resident Engineer also assists with deployment of Juniper Networks

equipment, post cutover activities, and day-to-day operations for larger networks.

Typical Resident Engineer activities include:

• Analyzing network configurations

• Assisting with network inventory tracking and management to support the network

• Testing Juniper Networks product features and functionality

• Providing weekly updates on work in progress and current issues

• Providing informal technical and product workshops

• Troubleshooting the network and supporting operations

• Developing network and equipment operating procedures

• Evaluating technical specifications for interoperability

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Table 1: Features and Benefits

FEATURE FEATURE DESCRIPTION BENEFIT

Network troubleshooting and
operations support

Assists your operations sta 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 sta 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

• Accelerates deployment and availability of new services
and applications

• Speeds rollout of innovative and new ventures

• Helps your organization introduce and take advantage
of new technologies and features

• Helps accelerate restoration time and minimize
downtime

Informal technical and product
workshops

Provides your sta 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

• Delivers unbeatable competitive advantage

• Optimizes value of high-performance networking to
meet constantly evolving business environment

development and implementation of standard
operating procedures and practices

Table 2: Service Specifications

JUNIPER RESPONSIBILIT IES CUSTOMER RESPONSIBILI TIES

Juniper Networks will:

• Establish a scope of eort 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

The customer will:

• Provide a suitable work environment for the Resident Engineer including
all required hardware, soware, 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

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

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Juniper Networks Services and Support

Juniper Networks is the leader in performance-enabling services

and support, which are designed to accelerate, extend, and

optimize your high-performance network. Our services allow

you to bring revenue-generating capabilities online faster so

you can realize bigger productivity gains and faster rollouts of

new business models and ventures. At the same time, Juniper

Networks ensures operational excellence by optimizing your

network to maintain required levels of performance, reliability, and

availability. For more details, please visit www.juniper.net/us/en/

products-services.

Ordering Information

The Juniper Networks Resident Engineer can be ordered using

the part number identified in the table below. A statement of

work (SOW) will be established outlining the scope of effort to

be performed. A Juniper Care or Juniper Care Plus active support

contract is required before you can purchase this service.

PART NUMBER DESCRIPTION

PRO-RE-12MNT Resident Engineer 12 Months

About Juniper Networks

Juniper Networks, Inc. is the leader in high-performance

networking. Juniper offers a high-performance network

infrastructure that creates a responsive and trusted environment

for accelerating the deployment of services and applications

over a single network. This fuels high-performance businesses.

Additional information can be found at www.juniper.net.

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Corporate and Sales Headquarters

Juniper Networks, Inc.

1194 North Mathilda Avenue

Sunnyvale, CA 94089 USA

Phone: 888.JUNIPER (888.586.4737)

or 408.745.2000

Fax: [phone]

APAC Headquar ters

Juniper Networks (Hong Kong)

26/F, Citypla za One

1111 King’s Road

Taikoo Shing, Hong Kong

Phone: [phone]

Fax: [phone]

EMEA Headquarters

Juniper Networks Ireland

Airside Business Park

Swords, County D ublin, Ireland

Phone: [phone]

EMEA Sales: 00800.4586.4737

Fax: [phone]

www.juniper.net

Copyri ght 2010 Juniper Netw orks, Inc. All r ights reser ved. Juniper N etworks, t he Juniper Net works logo, Jun os,
NetScr een, and Screen OS are registere d trademarks o f Juniper Netw orks, Inc. in th e United States and oth er
countri es. All other trad emarks, se rvice marks , registered m arks, or regis tered serv ice marks are th e property o f
their re spective own ers. Junipe r Networks a ssumes no res ponsibilit y for any inaccurac ies in this docum ent. Juniper
Netwo rks reser ves the right to cha nge, modify, tran sfer, or otherw ise revise thi s publication w ithout notice.

1000325-002-EN Oct 2010

Printed o n recycled pape r

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To purchase Juniper Networks solutions,

please contact your Juniper Networks

representative at 1-866-298-6428 or

authorized reseller.