How Alternative Service Providers Enhance Juniper Contract Maintenance and Make You Look Brilliant

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1 How Alternative Service Providers Enhance Juniper Contract Maintenance and Make You Look Brilliant Optimizing IT costs without sacrificing security and performance A White Paper from XS International, Inc.

2 Executive Summary Juniper is the fastest growing IT networking equipment manufacturer, now at over $4 billion in revenue. Juniper states they are in the business of network innovation. From devices to data centers, from consumers to cloud providers. Juniper delivers the software, silicon and systems that transform the experience and economics of networking. Its fast growth, however, may not make it the best field service solution for every entity. In fact, Alternative IT service providers (often referred to as 3rd party) can provide more robust support solutions, including OEM Contract Maintenance support blended with Alternative Contract Maintenance support, at up to 50% less than Juniper. Many IT management professionals are finding service providers that supply product and support contracts that more accurately fit its needs, and are seeing significant cost savings in the process. *Oppenheimer & Co. Estimates for 2011 You Will Learn 1. How to optimize your Juniper support costs. 2. Ways to reduce costs 50% or more on certain maintenance situations. 3. And, how to select the service providers that works best for you, no matter what your situation.

3 Contents How Alternative Service Providers Enhance Juniper Contract Maintenance And Make You Look Brilliant...1 Optimizing IT costs without sacrificing security and performance...1 Executive Summary...2 You Will Learn...2 *Oppenheimer & Co. Estimates for Fast, effective, and cost-effective: The pros of working with Alternative Service Providers...4 Alternative Service providers in Juniper s Market...4 Complete Support...4 Quality Guarantees...5 Lower Costs...5 Independent Verification...6 Selecting the right solution for your organization...7 Check with an independent market analyst...7 Don t accept the status quo...7 Get personalized service...8 So What Can You Do?...9

4 Fast, effective, and cost-effective: The pros of working with Alternative Service Providers Alternative Service providers in Juniper s Market It is a well-known fact that Juniper is an innovative and rapidly growing manufacturer of IT networking equipment. Juniper is a well-established corporation that manufacturers and thus has the wherewithal to maintain their own equipment. However, Juniper is not always the most ideal solution. Alternative service providers can be an excellent choice for entities that need Juniper product support without the Contract Maintenance price. Choosing an Alternative service provider gives business owners opportunities that they would not get by using Juniper. For example, Alternative service providers have better flexibility with their contracts, can offer customized payment solutions, service and support End of Life (EOL) equipment and add and remove parts throughout the year. There are many important aspects of using an Alternative service provider that are discussed later in this paper. Complete Support Many people believe that only Juniper can provide Juniper product support, it simply is not true. While it is true that Juniper is the only company that can legally provide software updates and upgrades, recent antitrust ruling and settlements including Multiven vs. Cisco in 2010 and EU Antitrust Commission vs. IBM 2011, courts have stated that manufacturers must make spare parts and technical information to independent maintainers. Alternative service providers facilitate the direct transfer of Juniper Junos updates and software from Juniper directly to the end-user, are often faster to respond with Certified Technicians, maintain a wider range of IT equipment under a single agreement, and often have lower overhead in order to provide complete support for IT issues at a lower cost. Certain service providers can also supply each of the following vital components within a single contract: Complete OEM Juniper Contract Maintenance support, Hardware and software support beyond Juniper s limiting EOL/EOS, Contract flexibilities, such as co-terminus adds and deletes in a prorated manner, Coverage for Juniper Enterprise Network Infrastructure: Routing, Switching, Access Servers, Appliances, Support on OEM branded Juniper products, For Federal Agencies, a GSA Schedule in which to order Alternative to Contract Maintenance 4

5 In addition to these vital components, some Alternative service providers can also blend original OEM Contract Maintenance with an Alternative to Contract Maintenance under the same contract. OEM Contract Maintenance may be a smarter choice in the logistical case where same day parts are required in a remote area or country and there are not enough quantities of the same Juniper models to support this SLA in the area. Alternative Contract Maintenance is ideal when equipment has been installed for a year or two and only requires Junos updates or if Juniper has declared the model EOL and no longer supports the hardware. Many customers do not realize that Juniper still provides OS support for 3-5 years after they discontinue service on a typical model. Quality Guarantees Since Alternative service providers can include a wide range of service in their contracts, they can also provide service guarantees that rival and exceed Juniper quality standards. This is significant because many organizations seek Alternatives to Juniper based on customer service differences. As an example, XSi provides the following guarantees to organizations: Authorized Juniper partnership via Agent and Teaming Agreements, U.S. based Tier 1 to Tier 3 Technical Assistance, Tier 4 escalation to the OEM, if necessary, and included in the Alternative Agreement, Over 325 trained and certified networking engineers, Live, multilingual technicians available via phone or remote login, 24/7, Technicians dispatched and on site within 2 hours, where geography allows, Facilitates all software and firmware updates, enhancements, and upgrades. Lower Costs The ability to support these guarantees depends on the quality of services and low operational costs. Alternative technicians are trained to handle more hardware and software than the average OEM technician, so problems are more quickly identified and solved. Compared to OEM solutions, with large bureaucracies and corporate structures that must be navigated at additional cost to the consumer, Alternative service providers are small and quick to act. The Association of Service and Computer Dealers International (ASCDI) is adamant that Alternative service providers often support Juniper hardware and provide complete support for as much as 50% less than OEM services, depending on the hardware or service discussed. This is in part due to the fact that Alternative service providers often support hardware that OEMs no longer support. ASCDI monitors this information on behalf of the computer service and hardware dealer market, providing unbiased information and council to large organizations looking for solutions to vital IT problems. 5

6 Independent Verification The claims made by Alternative support service providers are more than marketing spin or advertising copy. They re verifiable benefits backed by the research efforts of reliable and unbiased third parties. XSi, for instance, currently has 60,000 Alternative to Network OEM Contract Maintenance SKUs available under its GSA schedule. 30 Federal agencies have used XSi to replace OEM Network Contract Maintenance contracts. These agencies that are continuing to renew XSi s Contract Maintenance alternative, are a testament to its effectiveness and its many operational improvements. Below is a brief list of Federal Government and corporate organizations that have teamed with an Alternative service provider for 24x7 tech support, advance replacements, and more for their network hardware and software. Government Organizations Corporate Organizations Department of Justice Anti Trust Division U.S. Attorney s Office DISA USDA US Army (U.S. & Afghanistan) Department of the Air Force NOAA Defense Microelectronics Activity Nissan Pepsi America Dr. Pepper Verizon iqor Tradition Enterprise Global Keratin EDS Exide Naval Airwarefare Center COTF Navy Support Argonne National Laboratory Armed Forces Institute of Pathology SAIC NATO 6

7 Selecting the right solution for your organization Of course, with healthy competition in a market, organizations have the opportunity to select their services provider from a variety of Alternative service providers vying for their business. But selecting that service providers can be daunting for any organization that is not used to picking and choosing the services that are right for their situation. In order to help you select a service providers that supports your organizational needs, be sure to consider the following tips: Check with an independent analyst group before buying, Focus on personalized service that fits your situation, Check performance history and references Ask the service provider to set up a test support call And secure verifiable and enforceable guarantees whenever possible. Check with an independent market analyst After interviewing service providers, but before signing any confirmation documentation, be sure to check with a group like ASCDI. ASCDI has been tracking computer service and hardware service providers for 30 years. They keep track of companies throughout their entire life cycle, monitoring: Executive and staff backgrounds Business practices Performance in the market Why is this so important? ASCDI tracks claims of counterfeit goods and services. They can provide information about substantiated claims, and protect your organization from receiving counterfeit goods. But not all claims of counterfeiting are accurate. There are instances in which manufacturers and other services service providers accuse others of dealing in counterfeit goods, in order to pressure them out of the market. In order to help innocent victims maintain their ability to compete in the market, and to ensure a properly competitive market place for buyers, ASCDI fairly evaluates claims and reports on the situations. Don t accept the status quo Maximizing the value of a contract means questioning the status quo. But replacing all that hardware comes at a significant cost that extends beyond the organization. Consider that dispossessed hardware carries: 7

8 Labor and training costs to train staff and implement a new hardware, Labor and other costs associated with downtime with the deinstallation of old hardware and installation of the new hardware, Upfront capital investments to buy new equipment and support services, Environmental costs in the form of recycling or other forms of proper disposal. Note that legacy equipment is often still adequate for meeting or exceeding organizational needs. Sometimes minor maintenance, such as a refurbishment or cleaning, may be in order. But the truth is that older equipment can continue to perform for organizations at a fraction of replacement costs. Get personalized service It is important to look for a contract that blends and balances various remote and on-site support services in a way that fits your organization. For example, some organizations need more phone and online support than others. Some organizations need more on site support. Whatever the needs of your organization, be sure that your contract guarantees access to support when and how you need it. But organizations should also be wary not to limit their support options. For example, OEM support services, in some cases, are preferable, even necessary. Progressive organizations are working with alternative service provider that provide cost effective 3rd party services, but can also provide OEM support when the expense is warranted. The most effective contracts are similar to those offered by companies like XSi, which blends cost-effective solutions and OEM solutions into a single value-driven agreement. After devising a contract that meets organizational needs be sure to receive guarantees for service and support in writing. Be sure to get: Help desk, remote service, and on site availability schedules, A guarantee for support availability, such as hours or sessions per month, Clear Standard Operating Procedures that define when and how support issues will be escalated, Written definitions of vital service metrics such as network up time and performance levels. 8

9 So What Can You Do? If your organization is looking for an alternative to Juniper Contract Maintenance service contracts finding an alternative provider is easier than it may first seem. Juniper may be a great innovator in the networking market, but there are Alternative service providers ready to provide the goods and services organizations need to cut costs without sacrificing on safety or quality. If you are ready to look for a service provider that can fulfill your needs for less cost today, please contact: Harry Carey VP Service Solutions XS International, Inc Alderman Drive, Suite 212 Alpharetta, GA (678) Todd Bone CEO XS International, Inc Alderman Drive, Suite 212 Alpharetta, GA (678) About XS International XS International is a computer and IT services company that specializes in the IT aftermarket. XS helps clients reduce IT costs by providing third-party maintenance, refurbished systems and asset recovery services. XS also offers consulting services to help companies stretch their IT budgets without compromising quality or responsiveness. XS maintains offices in Atlanta, London, Sao Paulo, Buenos Aires and Shanghai. XS is a wholly owned subsidiary of Bone International Holdings, Inc. XS International, Inc Alderman Drive Suite 212 Alpharetta, GA [t] [tf ] [f ]