User manual JUNIPER NETWORKS JUNIPER CARE SERVICES DATASHEET

[. . . ] This allows your staff to concentrate on running the business, not fixing equipment. Service Description Juniper Care combines traditional 24x7 support, E-Support, E-Learning, and service automation. More than a simple break-fix service, Juniper Care helps you meet network demands with technical and operational support designed to keep your network running reliably, while at the same time protecting your high-performance networking investment. · Scale your operational team to new heights and leverage multilayered security features through Service Now management capabilities. · Increase your operational effectiveness and lower operational expenses by using Service Now to reduce the time needed for problem identification, troubleshooting, and communication with Juniper Networks technical support. [. . . ] Advanced hardware replacements are delivered to your physical site if it is located within the designated distance from any authorized regional Juniper Networks parts depot. Table 2: Juniper Care entitlements regiOn DiSTanCe FrOm JuniPer neTwOrkS ParTS DePOT Service now reporting interface The Service Now reporting interface aggregates and analyzes a myriad of data and information from your network, and displays reporting specific to each incident. Reporting can also be consolidated by device or group of devices. Service Now provides tools that allow you to empower your network operations staff by accessing specific troubleshooting information from Juniper and managing staff workload based on case activity. inventory management assistance Service Now automatically collects and tracks the most current inventory details for the devices it manages. This includes information such as the device name, software version, platform, serial number, and chassis inventory details. This information is available for review and automatically included in the diagnostic information when a trouble ticket is opened with JTAC via the incident management functionality. uSA/Canada EMEA Mexico/Latin America Asia Pacific India 150 miles (241 km) 120 miles (193 km) 62 miles (100 km) 43 miles (69 km) (all countries except India) 31 miles (50 km) 3 Device-aware Support As specific events occur on Junos OS-based products in your network, incident-driven AI-Scripts detect, collect, and report relevant diagnostic data. New AI-Scripts are continuously being developed to enhance self diagnosis; these are made available to you on an ongoing basis and can be installed via Service Now. The information regarding incidents is automatically analyzed and results are made available to you. Service automation ensures that all JTAC engineers can handle any reported case efficiently by providing necessary software and hardware configurations. This tool helps to minimize time to resolution for all cases submitted. The JMB is a structured XML data file used to collect pertinent event and intelligence data used for subsequent AI-Script processing. The JMB currently contains a JMB manifest section, a trend data section, and an attachments section. JMBs are sent to predefined designated targets including the Service Now instance running on the Junos Space platform in your environment. JMBs can be "incident-driven, " created for events related to service impacting issues (both hardware and software), or they can be "intelligence-driven, " generated periodically to collect information including inventory, resource utilization, and configurations. Service Now collects all JMBs and provides an interface and control for the administrator to take action on the incident. Service automation architecture and key Components Junos Space Service Now and Junos Space Service Insight are the key technologies that enable Juniper's service automation infrastructure. Service Now includes components that seamlessly work within a customer's environment and are securely integrated with Juniper's case management and contract management systems for reactive service delivery. Service automation solution components function together to provide you with a seamless architecture to automate services. JSS systems collect event and incident information as well as diagnostic details for ticket creation from Service Now. JSS also provides case updates to Service Now as well as targeted service and support information to Service Now and Service Insight for efficient operations. Junos Space Service Insight, which works in conjunction with Service Now, enables capabilities for proactive management and actionable business intelligence for efficient operations. Customers purchasing Juniper Care Plus are entitled to use Service Insight. For more details, please refer to the Juniper Care Plus data sheet. site ID identifies the specific service contract for entitlement and authorization. Customers who do not have an instance of Junos Space installed in their environment can download and install Junos Space platform at www. juniper. net/support/products/space/. [. . . ] Juniper offers a high-performance network infrastructure that creates a responsive and trusted environment for accelerating the deployment of services and applications over a single network. Additional information can be found at www. juniper. net. Ordering information Juniper Care Services are available globally. For details, please contact your local Juniper Partner or Juniper Networks field sales manager. Corporate and Sales Headquarters Juniper Networks, Inc. 1194 North Mathilda Avenue Sunnyvale, CA 94089 uSA Phone: 888. JuNIPER (888. 586. 4737) or 408. 745. 2000 Fax: 408. 745. 2100 www. juniper. net 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 To purchase Juniper Networks solutions, please contact your Juniper Networks representative at 1-866-298-6428 or authorized reseller. Copyright 2010 Juniper Networks, Inc. [. . . ]