Juniper Networks Customer Service

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1 Juniper Networks Customer Service Customer Services that assure network performance by providing optimal security, quality, and reliability for your network.

2 Juniper Networks Customer Service We Are All in the Business of Customer Service Whether your network is your business or supports your operation, its purpose is to enhance your users experience with your products, services, and organization. By investing in the latest technologies, you build sophisticated and secure networks and develop new applications to achieve a competitive advantage. The essence of business yours and ours is customer service. Juniper Networks understands that our success is ultimately measured by our customer s success. Offering technical innovation and the best value in communication and network solutions has established Juniper Networks as a leader in the fast moving and competitive telecom and security industries. As technology advances, Juniper Networks continues to deliver innovative solutions. Our goal is to help you achieve your business objectives through robust solutions that are highly available and secure and allow you to focus on serving your customers. Juniper Networks Customer Services Effectively and Efficiently Transition, Operate, and Optimize Your Network. Exercise Your Power of Choice Juniper Networks Customer Services gives you the power to choose the right combination of services to meet your exact requirements. Working with you, we combine individual service elements to build a unique services solution to help you cost-effectively implement your network and deliver high-value services to your users. Choosing from Transition, Operation, and Optimization services, you select options to complement your in-house resources, meet your budget, and achieve your competitive objectives. Within the three service families, Juniper Networks Customer Services offers dozens of individual services. The possibilities of how elements are combined are virtually infi nite, making your power of choice unlimited. Your service portfolio might be as simple as choosing the appropriate training and support package to ensure that your operations staff is up to speed and you keep the network running at peak effi ciency. Or, your program might include service elements to identify specifi c ways to improve network performance, reduce security risks, and help you migrate to a new solution. Transition Services Operation Services Optimization Services Network and Security Design 24x7 JTAC assistance Return-to-factory Network Health Check Security Assessment Design Review Repair/Replace Routing Policy and Verifi cation Next-Day Hardware Optimization Security Design Replacement Integration and Migration Planning Testing and Pilot Support Firewall Migration Router Turn-up and Confi guration Routing Policy Translation SDX Consulting and Integration Product Training and Workshops Same-Day Hardware Replacement Software Releases Online support tools Onsite Engineering Prime Account Program Proactive Services Onsite Classes and Workshops BGP Peering Analysis Network & Security Optimization Advanced Product Training Technical Certifi cation

3 2 J-Care Service Offerings Juniper Networks offers six standard support offerings to complement your team and ensure maximum uptime. Each offering includes 24x7 access to the Juniper Networks Technical Assistance Center (JTAC), software releases, and online tools. Core CorePlus Next-Day Next-Day Onsite Same-Day JTAC Access Software Releases Online Tools Return-to- factory Next-Business Day Advanced Replacement Same-Day Advanced Replacement Onsite Technician Same-Day Onsite JTAC Access With JTAC support, you have unlimited access to JTAC engineers by phone and online 24x7x365. As a single point of contact for all your support needs, our JTAC engineers have extensive experience in supporting large-scale networks and help you diagnose system solutions and workarounds where necessary. To ensure that we respond as quickly as possible, automatic escalation alerts to senior management are triggered on all priority issues. Software Releases Juniper Networks will provide you with access to all new Software Releases based on the product type. These are made available for general public release. Online Tools The Customer Support Center (CSC) is a critical part of Juniper Networks customer service and support strategy providing a worldwide 24x7x365 support channel to enable our customers and partners to quickly and effi ciently support their investment in Juniper Networks hardware and software wherever and whenever they chose to log in. Juniper Networks offers our customers and partners a choice among support channels according to their preference, the issue and its priority/severity with the ultimate goal to reach customers where they are and where they prefer to be served. This enables our customers and partners to get the information, answers, and to access tools that they need the fi rst time via their preferred support channel. Return-to-factory 10 business day hardware repair or replacement. You must return the product and Juniper has to the option to repair or replace the defective part. The 10 business days begins upon receipt of the defective unit by Juniper at a Juniper repair facility. Next-Day Next business day is defi ned as 12 hours a day, 5 days a week delivery of advance Hardware replacements. Next-day delivery means that Juniper Networks will deliver advance replacements for defective Hardware on the next business day for replacement requests placed by 3:00 p.m. (local JTAC time), Monday through Friday, except Juniper Networks holidays. 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 RMA origination. Actual delivery will be subject to local customs and importation restrictions and transportation delays.

4 3 Same-Day Same-day delivery of advance Hardware replacements, 7 days per week, including holidays. Same-day delivery means that Juniper Networks will deliver advance replacements for defective Hardware, 24 hours a day, 7 days a week, within 4 hours of fi nal diagnosis of a part failure by Juniper, to Sites located within 50 miles of an authorized Juniper parts depot. Onsite A Juniper Networks trained service technician will arrive within 4 hours of fi nal diagnosis of a part failure to sites located within 50 miles of an authorized Juniper parts depot. Working Globally, Responding Locally With Juniper Networks Customer Services you can confi dently deploy new technologies and network services anywhere in the world even in locations where your resources may be limited. We work with you to protect and leverage the investment that you make in equipment, applications, and the people who make it all happen. Juniper Networks is a global networking leader delivering services in the largest and most sophisticated voice and data communications networks in the world. Juniper Networks Customer Services includes a network of support locations, education centers, professional services consultants, and authorized service partners. All are deployed strategically around the globe and work with you locally towards one ultimate goal your success. Juniper Networks Delivers Customer Value Our Customer Services portfolio is designed to help you leverage the strategic value of your Juniper network with the highest-performing, most cost effective service solutions available in the industry. The full range of service elements within the three Juniper Networks Customer Services families provide the fl exibility to create your own unique portfolio, allowing you to not just respond to market factors, but to anticipate them. Your Juniper Networks Customer Services portfolio is the key to transforming and achieving the full value of your network today and maintaining that value in the future. For more detailed information on specifi c Juniper Networks Customer Services, please contact your account manager, or visit the Juniper Networks Customer Service Web site at net/products/services. Transition Services Seamlessly Transforming Your Network Whether you are adding Juniper as a new vendor or implementing a new Juniper solution, our experts can help. From simple lab testing to major network implementations, we can plan and execute an entire migration strategy from start to fi nish: identify the goals, defi ne the migration process, create or validate the network design, and manage the deployment. We collaborate with your team to transform your network infrastructure to ensure that it is fl exible, scalable, reliable, and secure. All while educating your technical staff through scheduled classes, customized onsite workshops, and informal on-the-job training. By developing a package of transitional service elements, we ease the process of migrating to a new solution. And, by leveraging Juniper Networks expertise on security and high-end IP services, we help you design revenue-generating and cost-saving solutions.

5 4 Juniper Networks Customer Service Operation Services Protecting Your Network Investment Operation Services are the vital network services that protect the operational life of your network. Juniper Networks is an expert in achieving carrier-class network availability levels. We help you meet the most aggressive network demands with operational support designed to ensure maximum uptime and optimize the utility of your network assets. You choose the service elements best suited to your network and your in-house capabilities and we do the rest. We have developed the J-Care service offerings to deliver the peace of mind that only a comprehensive support solution offers. With our support portfolio, you benefi t from the economy and simplicity of a single service solution to maintain your network s day-to-day operation (see table). Key services include the delivery of around-the-clock technical assistance, web-based tools, software support, and options for parts and onsite support. You may choose a package to complement your own capabilities with backup from us or one that delivers complete Juniper Networks service, including rapid parts replacement and onsite support. Both ways, you receive the support you need and the value you deserve. Your power of choice continues with the option of a dedicated, onsite resident engineer (RE). The RE integrates with your engineering or operations staff and acts as a direct resource for all technical aspects related to Juniper Networks products, including operational, design, and planning assistance. The right mix of Operation Services will maximize your network uptime, ensure the highest quality of network service, and protect your network investment. Optimization Services Maximizing Your Network Performance The goal of Optimization Services is to fully exploit the value and capabilities of your investment in Juniper Networks solutions. These service elements help you get the most out of your technology and network investment. Our experts can help you assess your security environment, identify vulnerabilities, and recommend a comprehensive solution. A Juniper consultant can pinpoint potential bottlenecks in the IP network and benchmark the current health and utilization of the network infrastructure. We can also analyze your ebgp peering points and BGP routing policies, and provide trending data that can be used for future capacity planning and trend analysis. Of all the investments you make, none is more valuable than those made in your staff. Your employees possess experience and the critical skills that can make or break your business. Juniper Networks can assist you in protecting the investments you make in your people and in helping to raise the quality and accessibility of information they need to do their jobs effectively. Juniper Networks offers a full curriculum of education options using both traditional and non-traditional delivery methods including onsite classes and technical workshops, classroom courses, and Web-based training. Juniper Networks Technical Certifi cation is a valuable tool in targeting your training investments and developing and retaining human resources. Certifi cation will enable you to maximize your return on investment in human resources by enhancing the level of in-house experience and information.

6 CORPORATE HEADQUARTERS AND SALES HEADQUARTERS FOR NORTH AND SOUTH AMERICA Juniper Networks, Inc North Mathilda Avenue Sunnyvale, CA USA Phone: 888-JUNIPER ( ) or Fax: About Juniper Juniper Networks develops purpose-built, high performance IP platforms that enable customers to support a wide variety of services and applications at scale. Service providers, enterprises, governments and research and education institutions rely on Juniper to deliver a portfolio of proven networking, security and application acceleration solutions that solve highly complex, fast-changing problems in the world s most demanding networks. Additional information can be found at EAST COAST OFFICE Juniper Networks, Inc. 10 Technology Park Drive Westford, MA USA Phone: Fax: ASIA PACIFIC REGIONAL SALES HEADQUARTERS Juniper Networks (Hong Kong) Ltd. Suite , 25/F ICBC Tower Citibank Plaza, 3 Garden Road Central, Hong Kong Phone: Fax: EUROPE, MIDDLE EAST, AFRICA REGIONAL SALES HEADQUARTERS Juniper Networks (UK) Limited Building 1 Aviator Park Station Road Addlestone Surrey, KT15 2PG, U.K. Phone: 44-(0) Fax: 44-(0) Copyright 2006, Juniper Networks, Inc. All rights reserved. Juniper Networks, the Juniper Networks logo, NetScreen, and ScreenOS are registered trademarks of Juniper Networks, Inc. in the United States and other countries. All other trademarks, service marks, registered trademarks, or registered service marks in this document are the property of Juniper Networks or their respective owners. All specifi cations are subject to change without notice. Juniper Networks assumes no responsibility for any inaccuracies in this document or for any obligation to update information in this document. Juniper Networks reserves the right to change, modify, transfer, or otherwise revise this publication without notice Nov 2006