Juniper CARE - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual

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Juniper Care– Service Description Document – October 2010
(a) For any unit of Supported Juniper Networks Product that is software (including, without limitation, any Juniper
Networks Product consisting of activation key-enabled dormant functionality or dormant performance or usage
capability implemented in Embedded Software or another Juniper Networks standalone software product, but
excluding Embedded Software itself) that Juniper has licensed directly or indirectly to End User under finite, fixed
duration license (herein referred to as “Subscription License Software”), Juniper Networks will give End User the
limited, non-exclusive, non-sublicensable, non-transferrable right during the term of that subscription contract
covering such Subscription License Software to Supported Subscription Software Releases (as defined below) for
such End User Internal Use (as defined in the EULA) all subject to End User’s acceptance of the same feature, usage
and performance limitation with respect to such releases as apply with respect to the Subscription License Software
itself and all subject to the terms of the EULA for the remainder of the term of the subscription license (including any
renewal thereof).
(b) As used herein, “Supported Subscription Software Releases” at any particular time during the term of the End
User Support contract means those releases of Subscription Software then qualifying as Supported Releases (as
per Juniper Networks’ then current software support policies currently posted at
http://www.juniper.net/support/eol/#software
under the title, “EOL and EOS Notification Policy and Procedures”).
As used herein, “Supported Software Releases” means, as to Juniper Product containing Embedded Software,
Supported Embedded Software Releases, as to Perpetual License Software, Supported Perpetual Software
Releases and as to Subscription License Software, Supported Subscription Software Releases.
Nothing under this subheading “Software Releases” shall be construed as expanding or otherwise altering the scope
of Permitted Use of End User with respect to any Release, Major Release or Update beyond the scope of End User’s
Permitted Use rights with respect to the End User’s unit of Perpetual License Software covered under the End User
Support contract.
Online Tools
The CSC provides self-service access to Juniper Networks’ award-winning online portal for the information,
answers, tools, and service options that End User needs to support its customers’ network investment
whenever, wherever End User chooses to log in. Offerings include, but are not limited to, software downloads,
technical alerts and bulletins, RMA requests, and the Juniper Networks Knowledge Base. Use of online tools is
subject to the following:
End Users shall have personal, non-transferrable, non-sublicensable, non-exclusive access during the term of the EUSA to
Juniper Networks’ online Customer Support Center (CSC) (currently at the URL: http://www.juniper.net/support) subject to
limited use terms posted at such site, all solely for End User’s internal use in support of its Juniper Networks Product covered
under Juniper Networks Care Services Contract.
Juniper Networks reserves the right in its discretion to limit or prohibit access by any End User that Juniper Networks believes
may give rise to violation of such export control laws or regulations or any other violation of Juniper Networks’ rules or the
limited use terms identified above.
Hardware Repair/Replacement Options
Return-to-Factory
With this option, End User may return a defective Juniper Networks product to a Juniper repair facility where it
is replaced or repaired within 10 business days. The 10-business-day period begins upon receipt of the
defective unit by Juniper at a Juniper repair facility..
Next-Day (not available in all jurisdictions)
The Next-Day option means that Juniper Networks delivers advance replacements for defective hardware on
the next business day for replacement requests placed by 3 p.m. local JTAC time, Monday through Friday,
except Juniper Networks’ regional holidays. For countries where Juniper Networks does not have an in-
country depot and next-business-day delivery is unavailable, Juniper will ship the replacement part within 24
hours of the replacement authorization. Actual delivery will be subject to local customs and importation,
restrictions, and transportation delays. (“Next Business Day” is defined as 12 hours a day, 5 days a week.).
990331 – October 2010 Juniper Networks, Inc.
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