User manual JUNIPER NETWORKS JUNIPER CARE PLUS SERVICE DESCRIPTION DOCUMENT 10-2010

[. . . ] Juniper Care Plus Service Description Document ­ October 2010 Table of Contents 1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Eligibility and Purchasing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Features and Deliverable Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [. . . ] Any loss of functional visibility and/or diagnostic capability. Short outages equivalent to system or subsystem outages. · 2) On-demand End of Life (EOL), End of Service (EOS), End of Engineering (EOE) report This feature provides the End User ability to automatically pull EOL/EOS/EOE reports that match with the End User's Junos-based Juniper Networks Products (including purchasable field replaceable units (FRU's). The report is generated based on Juniper Networks official EOL/EOS/EOE announcements. The key deliverables consist of: 990332 ­ October 2010 Juniper Networks, Inc. Juniper Networks Training Credits provide a convenient and easy way to get the top-quality training to optimize their Juniper Networks investment. Juniper Networks Education Services delivers the knowledge End Juniper Networks, Inc. Page 5 of 10 990332 ­ October 2010 Juniper Care Plus ­ Service Description Document ­ October 2010 Users need to operate and maintain successful networks. The following criteria apply to the training credits usage: o Juniper Networks Credits can be used for publicly available open enrolment instructor-led, private or onsite training and E-Learning courses and certification exam vouchers only. o Juniper Networks Credits are redeemable at Juniper Networks Education Centers or any participating Juniper Networks Authorized Education Center (JNAEC) worldwide. o Juniper Networks Credits are valid for ONE (1) year from the purchase date of the Juniper Networks Care Plus contract. The courses chosen must begin before the credits expire. The End User is entitled to 100 training credits if the pricing band purchased is band 1, band 2 or band 3 and 200 training credits if the pricing band purchased is band 4, band 5 or band 6. If pricing is custom, then the training credits will be custom per contract. 3. 5. Consulting Credits Under the Services, Juniper Networks makes available to the End User the number of Consulting Credits calculated below. Consulting Credits will be applied against any of set of pre-packaged network optimization consulting services offerings ("Consulting Services Offerings"), each of which has assigned to it a set number of Consulting Credits. Juniper reserves the right to modify, add or delete Consulting Services Offerings at any time; provided, however, that any such change shall have no effect on Consulting Services Offerings that an End User has ordered prior to the effective date of such change. The End User can choose from a menu of pre-set services that include the following: · Standard Offering o Configuration Analysis and Change Review o Design Change Review o Feature Rollout and Change Review o Network Change Plan Review o Implementation Support o Product Issue Impact Review o Software Upgrade Recommendation and Review o Product Health Check Access to Subject Matter Expert (Q&A): answer End User's questions related to the standard offerings · The End User will be entitled to five (5) Consulting Credits if the Care Plus pricing band purchased is 1, 2 or 3, and ten (10) Consulting Credits if the Care Plus pricing band purchased is 4, 5 or 6. If the pricing is custom, then the quantity of Consulting Credits will be customized per contract. To take advantage of these Consulting Credits they must be consumed no later than the expiration date of the one year term of the Care Plus contract. The actual delivery time required is subject to End User specific requirements and Juniper Networks resource availability. End User and Juniper Networks will coordinate and agree on scheduling promptly after End User requests the particular Consulting Services. [. . . ] The Service Manager is available during his/her local business hours Monday through Friday, excluding Juniper observed holidays. o o o · AMERICAS: 8am ­ 5pm EMEA: 9am - 5pm APAC: 9am ­ 5pm · These Services are available for a minimum fixed duration of 12 months. 990332 ­ October 2010 Juniper Networks, Inc. Page 9 of 10 Juniper Care Plus ­ Service Description Document ­ October 2010 6. Scope · · · · · · · The scope of this service is limited to the Juniper Networks Products and services purchased and in use by the End User. Services shall be delivered remotely from an authorized Juniper location unless stated otherwise. [. . . ]