JUNIPER NETWORKS - SERVICE & SUPPORT OVERVIEW CSS CALA

Transcription

1 JUNIPER NETWORKS - SERVICE & SUPPORT OVERVIEW CSS CALA

2 SUPPORTING THE AGENDA FOR THE NET DECADE AND SUPPORTED JUNIPER SERVICES TRANSFORM THE EPERIENCE AND PROTECT THE ECONOMICS OF THE NETWORK 2 Copyright 2012 Juniper Networks, Inc.

3 WHY INVEST IN SERVICES? Lowers the Total Cost of Ownership (TCO) Enhances Staff Productivity Reduces the Learning Curve Protects your Network Investment 3 Copyright 2012 Juniper Networks, Inc.

4 JUNIPER NETWORKS SERVICES PORTFOLIO Technical Services Juniper Care Juniper Care Plus Technical Services Consulting Services Assessment and Analysis Design and Planning Project Implementation Education Services Consulting Services Installation and Configuration Services Start Up Services Quick Start Services Conversion Services Configuration Services Installation & Configuration Services Education Services Technical Certification Technical Training Courses 4 Copyright 2012 Juniper Networks, Inc.

5 NETWORK LIFECYCLE FRAMEWORK Capabilities aligned with the New Network Platform Architectures Access and Aggregation Edge Core Data Center WAN Campus and Branch Consumer and Business Device 5 Copyright 2012 Juniper Networks, Inc.

6 SUPPORT AND ADVANCED SERVICES 6 Copyright 2012 Juniper Networks, Inc.

7 VALUE AT EVERY LEVEL OF SERVICE JUNIPER CARE Service Automation In Every Contract Service Now JUNIPER CARE PLUS High Touch Personalized Services COMPLEMENTARY OPTIONS The Right Resources For Your Mission Critical Network Plus, for CALA, Regional Solutions to Regional Needs 7 Copyright 2012 Juniper Networks, Inc.

8 JUNIPER TECHNICAL SERVICES - CALA Juniper Care (Device Level) Entry Level JCP Juniper Care Plus (Customer Domain) Cala only Hardware Replacement Software Support E-Support 247 JTAC Access Junos Space Service Now Knowledge: E-learning Juniper Care improves staff productivity and decreases operational costs through 24x7 support and automation Training Credits Service Manager Expert To Expert Access Junos Space Service Insight Juniper Care Plus evolves with your business initiatives and provides the highest network availability Advanced Services Credits Resident Engineer optional optional optional Resident Consultant optional optional optional Focused Technical Support not available optional optional Complementary Options 8 Copyright 2012 Juniper Networks, Inc.

9 JUNIPER CARE - BENEFITS Technical Support Gain access to Juniper Networks technical support engineers, software updates, online access to our knowledge base, online tools, and hardware replacement options. Automated Incident Management Leverage the capabilities of Service Now technology to automatically detect, analyze, troubleshoot and report incidents on specific device events. Inventory Management Assistance Automatically collect and record the most up-to-date device inventory information including device name, software version, platform, serial number, and chassis inventory details for all devices managed by Service Now. Knowledge Transfer Access a series of E-Learning courses on product troubleshooting features. 9 Copyright 2012 Juniper Networks, Inc.

10 JUNIPER CARE - ENTITLEMENTS Juniper Care Entitlements Core Core Plus Next-Day Ship Next-Day Delivery 10 Copyright 2012 Juniper Networks, Inc. Next-Day Onsite Same- Day Unlimited JTAC 24x7 Software Releases CSC Online E-support Junos Space Service Now Same- Day Onsite E-Learning Return-to-Factory Next-Business-Day Advanced Replacement Parts Shipment Next-Business-Day Advanced Replacement Parts Delivery Same-Day Advanced Replacement Delivery Onsite Technician

11 JUNIPER CARE PLUS - ADVANCED SERVICES Service Manager Single point of contact for all service related activities. Manages the delivery of all entitled services in Juniper Care Plus. Expert to Expert Access Proactive Product Reports Advanced Services Credits Provides access to a designated team of senior JTAC engineers for all Priority 1 and Priority 2 issues on a 24x7 basis. Proactive reports delivered by Junos Space Service Insight include targeted product bug notification and on demand End of Life (EOL), End of Service (EOS), and End of Engineering (EOE) reports. Delivers a fixed number of advanced services credits, choose from a menu of prescriptive services. Training Credits Provides you with access to knowledge transfer activities such as webcasts and a fixed number of Juniper Training Credits (JTCs). 11 Copyright 2012 Juniper Networks, Inc.

12 ADVANCED SERVICES - CREDITS MENU Description # of credits Product Issue Impact Review 4 Software Upgrade Recommendation and Review 5 Feature Rollout Plan Review 5 Configuration Analysis and Change Review 2.5 Design Change Review 5 Product Health Check (one time) 5 Product Health Check (4 times a year, quarterly report) 15 Network Change Plan Review 2.5 Implementation Support 1 Q&A 1 12 Copyright 2012 Juniper Networks, Inc.

13 COMPLEMENTARY OPTIONS - THREE INDEPENDENT OFFERINGS + RTS Resident Engineer: An on-site engineer providing technical assistance Resident Consultant: An on-site consultant providing customized network architecture and design assistance Focused Technical Support: A designated team of senior Juniper engineers with extensive experience. Provides highly focused troubleshooting skills relevant to the customer s network profile Remote Technical Support RTS (CALA only): Technical support to Juniper partners in the CALA region while implementing small scale networks for enterprise end users using Juniper products 13 Copyright 2012 Juniper Networks, Inc.

14 ENTRY LEVEL JUNIPER CARE PLUS - SERVICE MANAGER SUPPORT MODEL High Touch Activities Service Management Support Case Opening and Documenting Provide Escalation Support & Regular Case Reports Monday thru Friday, 8x5 Support Local Language Support Available (Spanish/Portuguese) Service Provided on a Remote Basis Target Market Enterprise Key Accounts SP Tier 2/3 Accounts & Commercial Accounts 14 Copyright 2012 Juniper Networks, Inc.

15 ENTRY LEVEL JUNIPER CARE PLUS - SERVICE MANAGER SUPPORT BRIEF SCOPE Support Includes Single Point of Contact Manage Case Opening Manage Escalation Process Case Progress Reviews Raise RMAs Benefits Improve Customer Satisfaction Expedite Cases for Prompt Completion Help Expedite Part Delivery Reduce Hidden Costs Incurred when Responding to Critical issues Proper Case Escalation to TAC, Increasing Team Efficiencies, Improving Responsiveness. Local Language Support 15 Copyright 2012 Juniper Networks, Inc.

16 REMOTE TECHNICAL SUPPORT RTS - SUPPORT MODEL Remote Technical Support (RTS) Offering Support during Implementation and Network Integration Diagnosis and Troubleshooting Integration Issues 8x5 Support (After hours support available with proper planning, includes extra cost). Services Delivery Requires to be Pre-Scheduled Support Available in Spanish T&L Not Included & Taxes are Not Included Target Market Medium/Large Customer Implementations Initially Enterprise Sector, follow by SP Tier 2/3 16 Copyright 2012 Juniper Networks, Inc.

17 REMOTE TECHNICAL SUPPORT RTS - BRIEF SCOPE Support Includes Provide Remote Technical Support During Implementation Phase Review System Configuration/Solution Topology Prior Implementation Review Interoperability Issues with other Vendors Engage TAC and/or Product Teams when Required Physical Implementation Assistance is Excluded. Unless Customer pays T&L separately, additional prep time will be required. Benefits Ensure Proper Implementation as per Juniper s Standards Following Best Practices Expedite Implementation Phase Reduce Hidden Costs Incurred when Responding to Critical issues Proper Case Escalation to TAC, Increasing Team Efficiencies, Improving Responsiveness. Local Language 17 Copyright 2012 Juniper Networks, Inc.

18 REMOTE TECHNICAL SUPPORT RTS - PRODUCTS SUPPORTED Platforms Currently being Included: Phase #1 SR 100, 210, 650 E 4200, 4500, 8208 M M40, M80 IDP NSM STRM WC Accelerators More products will be incorporated to our support in the near future 18 Copyright 2012 Juniper Networks, Inc.

19 SERVICE AUTOMATION 19 Copyright 2012 Juniper Networks, Inc.

20 WHY DO WE NEED SERVICE AUTOMATION Increased Productivity Reduced Risk Increased Uptime Streamline operational processes and automate tasks to save 20% and more productive time Proactively identify issues and receive pre-emptive alerts Reduce MTTR and save hundreds of hours in diagnosis 20 Copyright 2012 Juniper Networks, Inc.

21 SERVICE NOW - AUTOMATED INCIDENT MANAGEMENT Service Now Internet Juniper Support Systems JMB Hardware Software Resources Configuration Service Now AI Scripts Installed Customer Network Customer or Partner NOC Juniper Automate opening cases with JTAC Crucial config files, logs and reports attached Over 400 different conditions covered 21 Copyright 2012 Juniper Networks, Inc.

22 SERVICE NOW - IMPROVES OPERATIONAL ECELLENCE Traditional Support Paradigm Customer discovers hardware failure Call Juniper Support or go online to Juniper s CSC support site Entitlement verified; case created and transferred to JTAC JTAC is engaged; troubleshoots problem; known issues reviewed. Request logs Problem identified; corrective action issued RMA created (4 hour parts replacement) RMA received by customer Part installed Problem resolved 15 minutes 4 hours 12 hours 16 hours Elapsed Time Hardware failure detected real-time by Service Now; JTAC case opened 3 Minutes 10 Minutes 15 Minutes 4.5 Hours Juniper Technical Services with Service Now Entitlement automatically verified; support case opened Diagnostic code(s) matched to known issues database and problem identified Case sent to JTAC; resolution verified. RMA created (4 hour parts replacement) RMA received by customer Part installed Problem resolved Time to Resolution Reduced by ~70% 22 Copyright 2012 Juniper Networks, Inc.

23 INCREASED PRODUCTIVITY - MEASURABLE RESULTS Operational Savings Automated Case Opening 45 minutes- 1 hour saved per incident Automated Asset Management 6 hours -10s of hours saved per month Automated EOL/EOS analysis 10 hrs to10% of operational time/month 400,0 Reduced MTTR 350,0 300,0 250,0 200,0 150,0 100,0 Average Hrs to Temp Fix Average Hrs to Earliest Fix Average Hrs to Perm Fix 50,0 0,0 Service Now Web 23 Copyright 2012 Juniper Networks, Inc.

24 24 Copyright 2012 Juniper Networks, Inc.

25 PROFESSIONAL SERVICES 25 Copyright 2012 Juniper Networks, Inc.

26 PROFESSIONAL SERVICES VALUE Access to World Class Expertise Recognized IP routing and security industry leaders Best-of-breed tools and practices Disciplined planning Proven execution Fully integrated and aligned within Juniper Sales, customer service, engineering, and partners Global coverage Worldwide resources cover the Americas, EMEA and APAC 26 Copyright 2012 Juniper Networks, Inc.

27 JUNIPER NETWORKS CONSULTANTS Extensive experience and diverse backgrounds Mission-critical design and disaster recovery planning Security assessment and risk analysis Multi-vendor knowledge and experience Security: firewall VPN, SSL VPN, intrusion detection and prevention, security management IP Networks: OSPF, IS-IS, BGP, routing policy, multicast, IPv6 MPLS networks: Traffic Engineering, VPNs, RSVP, LDP Multi-service: VoIP, ATM migration, queuing schemas WAN optimization, application acceleration Mobile: GPRS networking Juniper technologies and solutions Industry awareness and exposure Large enterprise Government Internet service provider Cable Mobile Carrier/PTT IETF, forums, standards bodies Proven excellence Authored IP networking white papers and technical books Achieved the most respected networking certifications 27 Copyright 2012 Juniper Networks, Inc.

28 Gracias!