User manual JUNIPER NETWORKS PRODUCT HEALTH CHECK SERVICE DESCRIPTION DOCUMENT 10-2010

[. . . ] Service Features and Deliverable Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customer Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [. . . ] Discuss and understand customer existing network design, architecture and configuration Provide customer Juniper data collection software tool and instruction to collect required data from customer's network based on customer network criticality, stability, performance concerns and other customer priority. Review Juniper device data collected and analyze key device health indicators to identify potential hotspots or problem areas in the network, for example: JUNOS devices: CPU utilization, Memory utilization, Task Memory, Chassis and System Alarms, Media utilization, Packet Forward Engine Traffic and Error Check, Routing and Switching Table Check, network interfaces, etc ScreenOS devices: Task / Flow CPU utilization, Memory utilization, Session counts, Chassis and System alarms, ASIC / FPGA status and errors, Interface statistics and errors, Zone / Screening counters, Redundancy / NSRP operation status, Vsys related information, etc. Notify customer in advance if critical issues are found during the process that may have immediate impact on customer's network. Provide customer workaround or solution if available and assist JTAC on issue resolution 3. 1. 3. Optimization recommendation Juniper engineers provide recommendation to optimize Customer's network health and utilization based on suggested best practices. A written Product Health Check report will be delivered to the customer as the key deliverable of the service. Juniper engineers will perform the following key activities: 990335 ­ October 2010 Juniper Networks, Inc. Page 2 of 4 Product Health Check - Service Description Document ­ October 2010 3. 2. 1. Provide recommendations on appropriate solutions or workaround to identified problem areas Identify performance trend and provide recommendation on areas for improvement Deliver a written report with a summary of key findings and recommendation Conduct call with the customer to review the findings and recommendations. 4. Customer Responsibilities Juniper Networks' obligation to provide the applicable Services is conditional upon Customer meeting the following obligations. The provision of the Services assumes that Customer will: 4. 1. Provide information on the current network design, software releases running in their network infrastructure and current configurations as and when requested by Juniper to enable delivery of the service deliverables mentioned in this offering. Collect necessary device data using Juniper provided software tool or customer's own method to enable delivery of the service deliverables 4. 3. Upload the collected data in a Juniper specified location 4. 4. Provide any business or technical constraints Customer may have. Provide technical point of contact(s) to work with Juniper throughout the process. 5. Services shall be delivered during the hours of 9:00 a. m. to 5:00 p. m. , local time, Monday through Friday, excluding Juniper Networks observed holidays. Services shall be delivered remotely from an authorized Juniper Networks location unless specified otherwise. Customer understands and agrees that Juniper Networks may, in its sole discretion, subcontract the performance of part of the Service. Product Health Check service reports are available in English only. 6. [. . . ] 1194 North Mathilda Avenue Sunnyvale, CA 94089 USA Phone: 888. JUNIPER (888. 586. 4737) or 408. 745. 2000 Fax: 408. 745. 2100 APAC Headquarters Juniper Networks (Hong Kong) 26/F, Cityplaza One 1111 King's Road Taikoo Shing, Hong Kong Phone: 852. 2332. 3636 Fax: 852. 2574. 7803 EMEA Headquarters Juniper Networks Ireland Airside Business Park Swords, County Dublin, Ireland Phone: 35. 31. 8903. 600 EMEA Sales: 00800. 4586. 4737 Fax: 35. 31. 8903. 601 Copyright 2009 Juniper Networks, Inc. Juniper Networks, the Juniper Networks logo, Junos, NetScreen, and ScreenOS are registered trademarks of Juniper Networks, Inc. in the United States and other countries. All other trademarks, service marks, registered marks, or registered service marks are the property of their respective owners. [. . . ]