Juniper JUNIPER CARE SERVICES User manual

DATASHEET
1
Receive best-in-class traditional 24x7 support, rated #1 in 2008 and 2009 for Mission
Critical Hardware Support by the Technology Services Industry Association (TSIA). Take
advantage of award-winning online support that is rated one of the ten best Web support
sites for an industry unprecedented five consecutive years, according to the Association
of Support Professionals (ASP). No other networking company has won more than two
consecutive ASP awards.
• Is maximized network availability a priority for your organization?
• Is your internal IT staff stretched too thin?
• Do you need to reduce network-based risk while increasing the value of your network
investment?
• Would you like to reduce your current support costs?
If you answered “yes” to any or all of these questions, you will benefit from Juniper Care
Services. Experts in achieving network availability levels, our engineers and technicians
can help your organization meet the most aggressive network demands through
operational support that ensures maximum uptime, utility, and value.
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.
• Dramatically simplify operational processes through self diagnosis and automated
incident reporting to significantly reduce mean time to resolution (MTTR), allowing
staff to concentrate on higher priority tasks that drive the business.
• Increase operational efficiency by automating detailed inventory management.
• Improve operational stability with early identification of incidents that are reported in
real time, allowing for preemptive diagnosis and repair, and increasing the availability of
your network.
Product Overview
Juniper Care Services provide rapid
response from Juniper Networks’
technical service engineers and
hardware replacement options that
let you choose the right timing and
resources for your network needs.
Juniper Care increases your operational
eectiveness and lowers operational
costs by utilizing Juniper Networks®
Junos® Space Service Now to reduce
the time for problem identification and
diagnostics. This allows your sta to
concentrate on running the business,
not fixing equipment.
JUNIPER CARE SERVICES

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Features and Benefits
Table 1: Juniper Care Services Features and Benefits
FEATURE FEATURE DESCRIPTION BENEFIT
Technical support Gain access to Juniper Networks technical support engineers,
soware updates, online access to our knowledge base, online
tools, and hardware replacement options.
Tailor a comprehensive range of post-deployment technical
support plans to meet the specific requirements of your
network environment.
Automated incident
management
Leverage the capabilities of Service Now technology to
automatically detect, analyze, troubleshoot, and report
incidents on specific device events.
Network intelligence with minimal physical administration
and rapid notification of specific network incidents reported in
real time; allows incidents to be identified and resolved sooner
than with traditional technical support reporting methods.
Inventory management
assistance
Automatically collect and record the most up-to-date device
inventory information including device name, soware version,
platform, serial number, and chassis inventory details for all
devices managed by Service Now.
Automate time-consuming, manual inventory and asset
management tasks to increase sta productivity.
Knowledge transfer Access a series of E-Learning courses on product
troubleshooting features.
Provide comprehensive training for sta members at their
convenience and continue the education process for sta
management.
Juniper Care Entitlements
See table 2 for Juniper Care entitlements. Select your primary level of support to determine your hardware replacement options and gain
access to our Customer Support Center (CSC) to access software updates and online post-sales tools.
Table 2: Juniper Care Entitlements
FEATURE JUNIPER CARE JUNIPER CARE JUNIPER CARE
NEXT-DAY
JUNIPER CARE
NEXT-DAY ONSITE
JUNIPER CARE
SAME-DAY
JUNIPER CARE
SAME-DAY ONSITE
Unlimited JTAC 24x7 X X X X X X
Soware releases X X X X X X
CSC online E-Support X X X X X X
Junos Space Service Now X X X X X X
E-Learning X X X X X X
Return-to-factory X
Next-business-day advanced
replacement X X
Same-day advanced replacement X X
Onsite technician X X
Figure 1: Juniper Technical Services overview
Juniper Care Plus
Juniper Care
• Juniper Care Plus delivers proactive and personalized services,
evolves with your business initiatives and provides the highest
network availability
• Juniper Care improves staff productivity and decreases
operational costs through award winning 24x7 support
and automation

3
JTAC Access
With Juniper Networks Technical Assistance Center (JTAC)
support, you have unlimited 24x7 access to JTAC engineers by
phone and online. As a single point of contact for all of your
support needs, JTAC engineers have extensive experience
supporting large-scale networks. JTAC engineers can help you
diagnose system problems, configure, troubleshoot, and provide
work-around solutions. To ensure that JTAC responds as quickly as
possible, automatic escalation alerts to senior management are
triggered on all priority issues.
Soware Releases
Juniper Networks provides you with access to all new software
releases as soon as they are made available for general release.
Online Tools
The Customer Support Center (CSC) provides you with self-
service access to Juniper’s award winning online portal for the
information, answers, tools, and service options required to ensure
the support of your network investment. Features within the CSC
include, but are not limited to, software downloads, technical
alerts and bulletins, RMA requests, and the Juniper Networks
Knowledge Base.
Return-to-Factory
Return a defective Juniper Networks product to a Juniper repair
facility where it will be replaced or repaired within ten business
days. The ten business day period begins upon receipt of the
defective unit at a Juniper repair facility.
Next-Day
Receive advanced hardware replacements for defective hardware
on the next business day for replacement requests that are placed
by 3 p.m. local JTAC time. For countries where Juniper Networks
does not have an in-country depot and next business day delivery is
unavailable, Juniper will ship the replacement part within 24 hours
of the replacement authorization. Actual delivery is subject to local
customs and importation, restrictions, and transportation delays.
“Next business day” is defined as 12 hours a day, 5 days a week.
Same-Day
Receive advance replacements for defective hardware or
part(s) 24x7x4 hours within final diagnosis of a part failure
and replacement authorization by Juniper Networks. 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
USA/Canada 150 miles (241 km)
EMEA 120 miles (193 km)
Mexico/Latin America 62 miles (100 km)
Asia Pacific 43 miles (69 km) (all countries except India)
India 31 miles (50 km)
Onsite
When JTAC determines that onsite support is required, an
experienced service technician who is trained on Juniper products
will be dispatched to the customer site. Upon arrival, this
technician will work under the direction of a JTAC engineer to solve
the problem(s). If required, a replacement product will already
be at the site. The technician will perform tasks as directed by
JTAC, and as outlined in the existing Global Service Operations
(GSO) policy “Customer Onsite Service Support.” Furthermore, the
technician will be released from the site upon approval of the JTAC
engineer, with concurrence from the customer. The technician will
assist with packing up and removing any defective products.
Service Automation
Juniper service automation consists of an ecosystem of tools,
applications, and systems targeted towards simplifying and
streamlining operations, delivering operational efficiency, reducing
downtime, and increasing your network’s ROI running Juniper
Networks Junos operating system. Service automation brings
operational efficiency by automating several time-consuming
tasks such as incident management and inventory management.
The Service Now service automation tool is a standard
entitlement of all Juniper Care contracts.
Service Automation Key Features
Automated Incident Management
Service Now simplifies the tasks associated with incident
management with just a few clicks. Integration with the CSC
allows case creation to be automated. Incidents are identified
based on system triggers. Advanced Insight Scripts (AI-Scripts)
on the Junos OS devices automatically collect troubleshooting
and diagnostic data based on these triggers and delivers the
information to the Service Now console.
Customers can select these incidents to not only open cases
with JTAC for these recorded incidents, but they also have the
option to include all relevant device, event, and diagnostics
information. This permits a substantial reduction in time spent
by the operations team in managing the environment, while also
reducing time spent in resolving issues.
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.

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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.
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.
Key components include:
Advanced Insight Scripts (AI-Scripts)
AI-Scripts on Junos OS-based devices are event-specific incident
management scripts written by and based on the experience
and knowledge of a JTAC engineer. These scripts collect
troubleshooting and diagnostic information whenever an event is
detected on a device.
AI-Scripts are installed on Junos OS-based devices and are part of
the “jscript” module of the Junos OS bundle. You receive access to
these AI-Scripts as part of your service contract entitlement.
These expert scripts are written by Juniper Networks JTAC experts
based on their collective experience of various troubleshooting
scenarios. For specific events that are identified by these scripts,
the relevant information from the device is sent out as information
packages called Juniper Message Bundles (JMBs).
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 soware), 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 Now
Service Now on the Junos Space platform is available as a virtual
appliance or as a hardware appliance for your network. Service
Now is the front end user interface (UI) for service automation
and allows the network administrator to control and configure
functions for service automation available within Juniper Care.
Service Now communicates with Juniper Networks Support
Systems (JSS) to transfer JMBs. This transfer is configurable and
controlled by the network administrator. The intelligence-driven
information, transferred to Juniper by Service Now, is stored and
used by your Juniper account team to generate a wide variety of
proactive analyses and reports.
Incident-driven information transferred to JSS is used to
automatically open trouble tickets (cases) with JTAC via a secure
integration with Juniper’s case management systems. The secure
communication transfer of JMBs between Service Now and JSS
is unidirectional; JSS never initiates sessions with Service Now to
request JMBs. Also, network administrators always have complete
control of the type of information that is sent to JSS.
When proactive analysis or trouble case updates are completed
by JTAC engineers and documented in the CSC Case Manager
system, the information is automatically transferred to Service
Now and accessible via the automated incident management
reporting interface.
Figure 2: Juniper Service Automation
Customer Network
AI Scripts
Installed
Juniper Support System
Internet
Customer or Partner NOC
Service Now
Juniper
Service
Now
JMB
Hardware
Soware
Resources
Configuration

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Juniper Networks Support Systems (JSS)
JSS are expert systems located within Juniper Networks premises,
and securely integrated with the solution providing an interface
to existing CSC Case Management, contract management
systems, and knowledge repositories. 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.
Security and Information Protection
Service automation uses Service Now to provide secure
communications that meet industry expectations around security
and information protection. Techniques that allow you to provide
complete clarity and control when dealing with the security
aspects of the solution include:
• Standard, secure protocols, including HTTPS, SCP, and SFTP for
data transfer between service automation components.
• Authentication for all communications between Service Now
and JSS.
• All communication channels between Service Now and JSS
originate from Service Now. Inbound connections to Service
Now can be blocked at the firewall without losing benefits or
capabilities.
• Control over what information is shared with JSS. An important
aspect of service automation is the control over information
sent beyond your DMZ. You have the ability to adjust the level of
shared information that Service Now sends to JSS through four
levels of filtering—from no sharing to full share, with user login
information always automatically deleted from configurations.
• Finally, Juniper uses strict access control policies and systems
to prevent, limit, and track access to your encrypted data in JSS.
Only Juniper personnel involved in delivering your Advanced or
Technical Services are allowed access to the secure systems
within Juniper’s network that store your data. Using information
that you share, Juniper Networks is uniquely positioned to
determine potential risks to your network, perform migration
analysis, prepare detailed bug impact analysis, and proactively
suggest other technical recommendations.
Service Automation Installation, Configuration,
and Entitlement
Service Now is available for all Junos OS devices with a valid
Juniper Care service contract. Customers who have Junos Space
running in their environment can use Service Now on the platform
by linking the Service Now instance with their specific site ID. The
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/.
Service Now also collects device profile information on a periodic
basis, including hardware configuration, software configuration,
logs, and system statistics. This information is stored in a
database within Service Now that can help you understand
device history and trends. The device profile information can also
be leveraged to provide you with proactive services included in
Juniper Care Plus Services to help minimize your operational risks.
Service Automation Product Requirements
The service automation features will be available to customers
running Junos OS 9.0 and above on the following products: Juniper
Networks M Series Multiservice Edge Routers, MX Series 3D
Universal Edge Routers, T Series Core Routers, J Series Services
Routers, and EX Series Ethernet Switches.
Installation of Service Now requires a virtual server partition to
be provided by and managed by the customer. Customers also
have the option to purchase a hardware appliance from Juniper.
Additional specifications can be found in the Service Now User
Guide and Release Notes.
Knowledge Transfer: E-Learning Courses
You also have access to a series of E-Learning courses designed
specifically to provide instruction on product troubleshooting
features. This allows you to easily train staff members at their
convenience and provide continuing education to account for
staff turnover.
Service Specifications
Your responsibilities include:
• Ensuring that the requirements identified for your Juniper
solution are in place. These requirements are documented
in product documentation, user guides, or additional
recommendations communicated by the Juniper team from
time to time for proper delivery of Juniper services.
• Ensuring that employees who interface with Juniper service
teams have completed required training by Juniper Networks
Education Services and Juniper Networks Authorized Education
Centers worldwide.
Complementary or Higher Level Services
Migrate up to Juniper Care Plus. Juniper Care Plus is for
organizations that require the highest network availability
and provides the flexibility to adapt, scale, and evolve with
organizational initiatives. Looking for the correct level of
expertise to optimize your network operations? Visit the
Resident Engineer and Resident Consultant data sheets.

6
1000326-002-EN Sept 2010
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Networks reserves the right to change, modify, transfer, or otherwise revise this publication without notice.
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Juniper Networks Services and Support
Juniper Networks is the leader in performance-enabling services
and support, which are designed to accelerate, extend, and
optimize your high-performance network. Our services allow
you to bring revenue-generating capabilities online faster so
you can realize bigger productivity gains and faster rollouts of
new business models and ventures. At the same time, Juniper
Networks ensures operational excellence by optimizing your
network to maintain required levels of performance, reliability, and
availability. For more details, please visit www.juniper.net/us/en/
products-services/.
Ordering Information
Juniper Care Services are available globally. For details, please
contact your local Juniper Partner or Juniper Networks field sales
manager.
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.