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• Juniper CARE - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual

Juniper CARE - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual

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Juniper Care– Service Description Document – October 2010

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• Same-Day (not available in all jurisdictions)

Same-Day delivery means that Juniper Networks delivers advance replacements for defective hardware or

part(s), 24 hours a day, 7 days a week, within 4 hours of final diagnosis of a part failure and replacement

authorization by Juniper Networks, to End User’s physical site if it is located within 50 miles of an authorized

Juniper Networks parts depot.

• Onsite (not available in all jurisdictions)

When JTAC determines that onsite support is required, an experienced service technician who is trained on

Juniper products will be dispatched to the customer site. Upon arrival, this technician will work under the

direction of a JTAC engineer to solve the problem(s). If required, a replacement product will already be at the

site. The technician will perform tasks as directed by JTAC, and as outlined in the existing Global Service

Operations (GSO) policy “Customer Onsite Service Support.” Furthermore, the technician will be released

from the site upon approval of the JTAC engineer, with concurrence from the customer. The technician will

assist with packing up and removing any defective products.

5. Junos Space Service Now

Junos Space/Service Now network management software is offered under license as an additional feature of the

Services. Service Now is a software application that runs on the Junos Space software platform and monitors

Products running on an active, supported version of Junos software. Service Now and Junos Space provide

service automation capabilities for detecting network issues and collecting diagnostic information on Junos-based

devices.

As part of the Juniper Care Service, Juniper Networks will grant to End User a personal, non-exclusive, non-

sublicensable, non-transferrable license, during the term of the Care Services contract, to Junos Space / Service

Now software for End User’s Internal Use, subject to the terms of the EULA, for Supported Juniper Product, such

license to last through the expiration of the term of the Care Services contract covering such product. .

The following is a more detailed description of the Service Now software application features:

• Automated Incident Management

This feature provides the user the capabilities to automatically detect, analyze, troubleshoot and report incidents

on specific device events. Juniper Networks will provide the following deliverables as part of this feature:

• Access to knowledge and software components required in the setup of Service Now. Please refer to

Service Now User Guide for details. The user guide can be found at

http://www.juniper.net/support/products/space/

• Ongoing access to latest incident driven Advanced Insight Scripts (AI-Scripts). AI-Scripts help detect,

collect and report relevant diagnostic data as specific events happen and trigger automatic event alerts for

the user’s operations staff.

The types of events that AI-Scripts currently support focus on device operation (i.e. not networks or

interfaces) and generally fall into one of three categories:

• Hardware failures

• Software failures

• Issues caused by resource exhaustion

Examples of specific events that are covered are ASIC errors, daemon crashes and memory allocation

issues. New AI-Scripts are continuously being developed and made available to the user on an ongoing

basis.

AI-Script does not cover events outside the scope of the above categories such as reboots, card swaps,

loss of power, cable disconnects.

• Capability to select and report specific events that are detected by AI-Script to Juniper Networks. The

cases will be automatically populated with relevant device and incident information. End User can also

receive case update notification alerts automatically.

990331 – October 2010 Juniper Networks, Inc.

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