Juniper IMPLEMENTATION SUPPORT - SERVICE DESCRIPTION DOCUMENT... User manual

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© Juniper Networks, Inc. 1
Implementation Support
Service Description Document – October 2010
Table of Contents
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1.Introduction....................................................................................................................................2
2.Eligibility and Purchasing...............................................................................................................2
3.Service Features and Deliverable Description...............................................................................2
4.Customer Responsibilities .............................................................................................................2
5.Availability......................................................................................................................................3
6.Scope.............................................................................................................................................3
7.Glossary.........................................................................................................................................3
About Juniper Networks............................................................................................................................3
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Implementation Support - Service Description Document – October 2010
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990336 – October 2010 Juniper Networks, Inc. Page 2 of 3
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1. Introduction
Implementation Support Services (“Services”) are described in this Services Description for Services delivered by Juniper
Networks to Juniper Care Plus customer or Juniper Operate Specialist (“Customer”).
Juniper Networks’ Implementation Support Services provide remote engineering assistance on critical network changes
such as migration, software upgrades, and feature rollout. The Juniper Networks engineer will work with Customer to
identify the information about the network change implementation via knowledge transfer and will be able assist by
analyzing events experienced during the change and providing recommendations.
2. Eligibility and Purchasing
Services are available only to End User who holds a valid Juniper Care Plus contract or Juniper Operate Specialist who
holds a valid Advanced Partner Support contract or Advanced Customer Support contract. Services may be purchased
using consulting credits.
3. Service Features and Deliverable Description
As part of the Services, Juniper Networks will use commercially reasonable efforts to provide Customer with the following:
3.1. Network Change Implementation Support
Juniper Networks engineers are available during the network change implementation window to assist the Customer with
any questions, concerns or experienced problems during the implementation.
•Assign a designated Juniper Networks engineer to address any question, concern or issue raised by the Customer
during network change implementation.
•Diagnose and troubleshoot remotely on unforeseen issues that may happen during implementation if escalated by the
Customer.
•Recommend solutions to any identified issues and provide support for any proposed solution implementation.
•Transition any outstanding issues to Service manager for follow-up and escalation to engineering and Juniper
Networks technical support teams following change control maintenance window.
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3.2. Post Network Change Review
•Juniper Networks engineers discuss the network change with the Customer to assess the success and possible areas
of improvement following changes if appropriate.
•Setup and coordinate a post network change review with the Customer to discuss the network change compared with
the original goal and agree changes to the plan for future changes if the review highlights areas requiring additional
change.
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 remote connection to their network to enable Juniper Networks engineer to provide diagnostic on
potential issues escalated during implementation.
4.2. Provide a written notification at least fourteen days (14 days) in advance of the network change.
4.3. Contact the designated Service Manager to confirm the Juniper Networks resource availability to support the
scheduled implementation.

Implementation Support - Service Description Document – October 2010
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990336 – October 2010 Juniper Networks, Inc. Page 3 of 3
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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: [phone]
APAC Headquarters
Juniper Networks (Hong Kong)
26/F, Cityplaza One
1111 King’s Road
Taikoo Shing, Hong Kong
Phone: [phone]
Fax: [phone]
EMEA Headquarters
Juniper Networks Ireland
A
irside Business Park
Swords, County Dublin, Ireland
Phone: [phone]
EMEA Sales: 00800.4586.4737
Fax: [phone]
Copyright 2009 Juniper Networks, Inc. All rights reserved. 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. Juniper Networks assumes no responsibility for any inaccuracies in this document. Juniper Networks reserves the right to change, modify, transfer, or
otherwise revise this publication without notice.
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4.4. Provide detailed network change implementation plan and deployment schedule.
4.5. Provide any design documentation related to the network change.
4.6. Provide maintenance window information and any other business or technical constraints.
5. Availability
5.1. Services shall be delivered during the hours of 9:00 a.m. to 5:00 p.m., local time, Monday through Friday (or as
otherwise stated), excluding Juniper Networks observed holidays, unless stated otherwise.
5.2. 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.
6. Scope
6.1. The Services require one (1) consulting credits if redeemed using the Consulting Credits purchased by the
Customer
6.2. The Services contract includes access to deliverables as defined in the “Services Feature and Deliverables
Description” section that are delivered remotely. Any onsite presence requested by the Customer will be at an
additional price. The scope of this service is limited to one (1) maintenance window (max continuous up to five
(5) hours) during any 24 hour period.
6.3. The service is limited to the Juniper Networks products and services purchased by the Customer
7. Glossary
•Service Manager: a named Juniper Networks resource assigned to the Customer’s account as part of the Juniper
Care Plus services.
About Juniper Networks
Juniper Networks, Inc. is the leader in high-performance networking. 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. This fuels high-performance businesses. Additional information can be found at
www.juniper.net.