Juniper CARE - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual

Download Manual  of Juniper IMPLEMENTATION SUPPORT - SERVICE DESCRIPTION DOCUMENT 10-2010 Other for Free or View it Online on All-Guides.com.

Juniper IMPLEMENTATION SUPPORT - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual  - Page 1
1
Juniper IMPLEMENTATION SUPPORT - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual  - Page 2
2
Juniper IMPLEMENTATION SUPPORT - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual  - Page 3
3
Juniper IMPLEMENTATION SUPPORT - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual  - Page 4
4
Juniper IMPLEMENTATION SUPPORT - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual  - Page 5
5
Juniper IMPLEMENTATION SUPPORT - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual  - Page 6
6
Juniper IMPLEMENTATION SUPPORT - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual  - Page 7
7
Juniper Care– Service Description Document – October 2010
990331 – October 2010 Juniper Networks, Inc.
Page 6 of 7
Capability to manage automated incident management infrastructure via Junos Space platform including
assigning resource and generating case summary by product, organization, and defect.
As specific events occur on Junos OS-based products in your network, incident-driven AI-Scripts detect,
collect, and report relevant diagnostic data and send to JSS that can help JTAC engineers to handle any
reported case efficiently by providing necessary software and hardware configurations.
Inventory Management Assistance
This feature enables End Users to automatically collect and record the most up-to-date device inventory
information for all devices managed by Service Now. Juniper Networks will provide the following deliverables as
part of this feature:
Infrastructure to automatically collect and record the most up to date device inventory information such as
device name, software version, platform, serial number, chassis inventory details for all devices managed
by Service Now.
Ability to download consolidated report on inventory data
6. Knowledge Transfer
This feature provides access to eLearning courses on Juniper Networks product troubleshooting features
leveraging expert training staff with deep technical and industry knowledge
7. Customer Responsibilities
Install and set up Junos Space and Service Now
Provide all necessary hardware required for Service Now.
Determine a Juniper site id to use to open cases with Service Now and an email address of a primary contract for
the site ID
Register at Juniper Networks CSC, and register all Supported Juniper Networks Products and Site ID’s.
Set up Internet access of Service Now to connect to Juniper Support Systems (JSS) including any potential
firewall settings.
Create an organization in Service Now using the site ID and contact linked to the Juniper Care services contract.
This step registers and licenses the Junos Space appliance and Service Now application.
Discover devices using Junos Space device manager
Deploy AI-Scripts on devices using Service Now
Contact Juniper and provide all the required information to activate the Services entitlement such as serial
numbers of each system level piece of hardware to enable the support level and delivery of services.
Provide information on the current software releases running in their network and current configurations as and
when requested by Juniper Networks to enable delivery of the service deliverables mentioned in this offering.
Provide access to servers, equipment, information, logs, infrastructure and resources that are necessary for the
delivery of the service.
Ensure that the requirements identified for the proper working of the Juniper Networks’ solution are in place.
These requirements may be documented in the product documentation or user guides or additional
recommendations communicated by the Juniper Networks team from time to time for proper delivery of Juniper
Networks’ services.
Advise Juniper of any Information Juniper may reasonably request about the execution of the Services throughout
the delivery of Services. If third party participation and co-operation is required in order for the Customer to
perform the Customer responsibilities, Customer shall be responsible for getting such participation and co-
operation. Customer shall provide written notice to Juniper Networks as soon as it becomes aware or has reason
to believe that Customer will not meet any of the Customer responsibilities.