JUNIPER NETWORKS CUSTOMER SUPPORT CENTER (CSC) OVERVIEW GUIDE

Transcription

1 JUNIPER NETWORKS CUSTOMER SUPPORT CENTER (CSC) OVERVIEW GUIDE

2 Getting the most from Juniper Networks Award-winning Customer Support Center (CSC) is as easy as 1, 2, Set up your CSC account with a personalized User ID and Password Set up your profile to reflect your personal preferences 3 Use the Choose Support By Product for quick access to all support content for your specific product or browse the Comprehensive Knowledge Base. Additional resources on the home page are grouped by Find Answers, Get Help, and Manage Products Troubleshoot and Maintain Your Juniper Networks Products 24x7x365, Anywhere in the World 2 Copyright 2009 Juniper Networks, Inc.

3 The CSC Will Have the Maximum Impact Towards Helping Customers and Partners To: Resolve Support Issues Classified as Medium and/or Low Priority by the Customer (Contact the JTAC Immediately With P1 and P2 Support Issues!) Resolve Support Issues Classified as Minor Severity and/or Query Only Access Key Juniper Online Support Tools like the Knowledge Base, Case Manager and Software Downloads Access Technical Documentation Find Answers to Most Non-technical Support Issues Find Answers to Common Technical Support Issues 3 Copyright 2009 Juniper Networks, Inc.

4 Set Up Your CSC Account 4 Copyright 2009 Juniper Networks, Inc.

5 Login Right Off The CSC Homepage: 5 Copyright 2009 Juniper Networks, Inc.

6 Administer Your Profile - Validate and Update Your Contact Information, Technical Bulletin Preferences, and Manage Your Account 6 Copyright 2009 Juniper Networks, Inc.

7 Review Important CSC Alerts and Notifications: 7 Copyright 2009 Juniper Networks, Inc.

8 Choose Support By Product: 8 Copyright 2009 Juniper Networks, Inc.

9 Support By Product Detailed Landing Page- Tailored to Each and Every Juniper Product- Getting Started, Configuration, Troubleshooting and More 9 Copyright 2009 Juniper Networks, Inc.

10 Choose Comprehensive Knowledge Base: 10 Copyright 2009 Juniper Networks, Inc.

11 Or Browse the Comprehensive Tools and Resources: 11 Copyright 2009 Juniper Networks, Inc.

12 Research- Tools include the Knowledge Base, J-Net Forums and Tech Notes 12 Copyright 2009 Juniper Networks, Inc.

13 Technical Bulletins Review All Technical Bulletins and Subscribe to Alerts 13 Copyright 2009 Juniper Networks, Inc.

14 Documentation Find Technical Documentation, Technotes and Web-based Training Courses 14 Copyright 2009 Juniper Networks, Inc.

15 Tools Leverage Robust Chassis Analyzer and Firewall Session Analyzer Tools, Bug Search Databases, and OS Configuration File Conversion Tools 15 Copyright 2009 Juniper Networks, Inc.

16 Support Policies Information on Support Policies Including End-User Service Agreements, Service Descriptions, Case Definitions for Priority, and Others 16 Copyright 2009 Juniper Networks, Inc.

17 Case Management - Create, Track and Update Technical Support Cases, Customer Care Cases and RMAs. Upload Files to Assist in Troubleshooting Search cases and RMAs Create a Case View open cases and RMAs 17 Copyright 2009 Juniper Networks, Inc.

18 Security Center J-Security Center, How to Report a Vulnerability 18 Copyright 2009 Juniper Networks, Inc.

19 Translation Tools IOS to Junos Translator, Junos to Junos With Enhanced Services Tool, NAT Migration Tool for Junos with Enhanced Services 19 Copyright 2009 Juniper Networks, Inc.

20 Contact Us - Contact Customer Care, the Juniper Networks Technical Assistance Center (JTAC) or Provide Feedback 20 Copyright 2009 Juniper Networks, Inc.

21 Download Software - Download the Latest Versions of Junos, ScreenOS, IVE OS, IDP OS, and Management Software 21 Copyright 2009 Juniper Networks, Inc.

22 Service Contract & Product Management Center View Install Base, Service Contracts, Register Security Products & Activate Support Certificates 22 Copyright 2009 Juniper Networks, Inc.

23 Product Licensing Generate and Manage License Keys, Find License Keys, Generate Licenses for RMA Devices, Subscription Registration and More 23 Copyright 2009 Juniper Networks, Inc.

24 Need More Help? Get Help Here for Account Problems, CSC Application Issues, Content Issues, Search Tips and or Just to Offer Feedback 24 Copyright 2009 Juniper Networks, Inc.

25 Juniper Networks Ranked among World's Best in Online Support for Fourth Consecutive Year Juniper s Customer Support Center (CSC) Inducted into Prestigious ASP Web Support Hall of Fame, Which Honors Support Sites that Have Been Named Among the "Ten Best" for at Least Four Years Juniper joins some elite company: Dell, Cisco, IBM/Cognos, McAfee, Mentor Graphics, Novell, HP, Microsoft, and Symantec are in the ASP Hall of Fame Juniper becomes es only the second company ever e to earn four consecutive e ASP Awards it hasn t been done in 8 years since Symantec accomplished this back in 2001 and has never been done by a networking company until now Winners are selected by a panel of judges with industry expertise in web support design and implementation, using a scoring system based on 25 separate performance criteria. The rigorous evaluation process considers overall usability, design, and navigation; knowledgebase and search implementation; interactive features; customer experience; and how companies addressed a major site development challenge Over 1.6 million customers and partners logged into Juniper s secure online Customer Support Center (CSC) over the past year to support their Juniper Networks investment Over 178,000 customers and partners presently have secure CSC accounts "Juniper has shown a rare commitment to continuous web improvement, even after developing a site that most companies would consider already world-class. This ongoing improvement is reflected in the fact that Juniper has won the Top Ten awards from ASP for the last four consecutive years." Jeffrey Tarter, Executive Director, ASP 25 Copyright 2009 Juniper Networks, Inc.

26 Juniper Networks Again Rated #1 in Mission Critical Service Excellence 2008 and 2009 Winner for Service Excellence in Mission Critical Support for Hardware The Technology Services Industry Association (TSIA) is newly formed from the recently announced merger of AFSMI, SSPA, and TPSA, the three leading professional associations of the services and support industry. TISA is now the technology services industry s largest and most vibrant association, encompassing more than 50,000 members from 300 companies in 80 countries Since its inception in 1990, the STAR Awards have become one of the highest honors in the service and support industry, acknowledging the contribution of companies of all sizes to the continual improvement of service and support delivery industry-wide. Winning a STAR Award means that your support center has been acknowledged by your peers as being among the best in the business The STAR Awards for Service Excellence are awarded to companies that undergo a rigorous evaluation process to demonstrate an ongoing high-level commitment to delivering world-class results in nine categories of technical support including Customer Support Center Responsiveness, Web Self-Service, Knowledge Base, Product Supportability, Proactive Support Offerings, Multi-Vendor Support, Quality Improvement Programs, Customer Impacts, and Business Impacts The Service Excellence in Mission-critical Hardware Support must demonstrate world class technical support in mission-critical environments where system uptime is imperative, typically for enterprise customers. Technical support from these support organizations is a critical part of keeping customers up and running 24/7/ Copyright 2009 Juniper Networks, Inc. Juniper continues to demonstrate leadership in the development and execution of Mission Critical Support for enterprise hardware companies. Winning the STAR Award two years in a row is an accomplishment not achieved by many companies. JB Wood, President and CEO of TSIA

27 THANK YOU! THANK YOU! JUNIPER NETWORKS CUSTOMER SERVICE TEAM