JUNIPer Government Advanced Care Plus Software User Guide
- June 3, 2024
- JUNIPer
Table of Contents
JUNIPer Government Advanced Care Plus Software
Introduction
This Services Description Document (“SDD”) describes Juniper Networks® Juniper
Government Advanced Care Plus (“Services”) that Juniper makes available for
purchase, by End Users of Juniper Networks products (“End User”) directly or
through its authorized resellers.
The Services are subject to the terms of this SDD and of the Juniper Networks
End User Support Agreement, a copy of which is posted at
www.juniper.net/support/guidelines.html (or another written master services
agreement signed by Juniper Networks and End User and covering within its
scope the terms and conditions under which Juniper Networks will render
support and maintenance services) (herein, the “End User Support Agreement” or
“EUSA”).
In the event of any conflict between the terms of this SDD and that of the
EUSA; the terms of the EUSA shall take precedence. Unless otherwise stated in
this SDD, capitalized terms used in this SDD shall be as defined in the EUSA.
Eligibility and Purchasing
The Services are available for purchase only (i) by certain qualified End
Users solely for their own end use or (ii) by Juniper Networks authorized
resellers solely for resale to the End User identified by name and address in
reseller’s purchase order. The Services cover only those Juniper Networks
products of End User purchased from Juniper Networks or an authorized Juniper
Networks reseller that are under a current, valid service contract (known as a
“Juniper Care Support Services Contract”). The Services must be purchased for
a fixed term lasting at least 12 months, unless otherwise agreed to by Juniper
Networks for the purposes of co- terming an End User’s multiple service
contracts.
The Services cover only those Juniper Networks products as to which all of the
following apply:
- End User is using the products.
- End User has purchased or leased the products from either Juniper Networks, or a Juniper Networks authorized reseller.
- The products are identified in the purchase order(s) for the Services placed with Juniper; and
- The products and the address of their installation site have been properly registered with Juniper by serial number.
These Juniper Networks products are referred to as the “Supported Juniper
Products,” but only for the term of the Juniper Networks Service Contract (or
renewal thereof) under which they are covered.
A Subscription License (as defined in the Juniper Networks End User License
Agreement (“EULA”) purchased by End User shall be treated as a Juniper Care
Core Support Service Contract for purposes of this SDD.
Service Features and Deliverables
Juniper will use commercially reasonable efforts to provide the End User with the following services features and deliverables:
Government Customer Care (G-CCare)
G-C Care provides the End User 24×7 access to a team of U.S. citizens located in the U.S. to help facilitate all inquiries and case escalations:
- Dedicated phone number.
- Single Point of Contact (SPOC) for non-technical questions and issues.
- Escalation management to ensure technical support cases reach the next level of escalation properly.
- Facilitate technical support case progress end-to-end on all escalated cases and report status to the End User until escalation requests are completed.
Onboarding Assistance
Provide account setup assistance to ensure that the End User has access to the service deliverables in this service offering and appropriate resources within Juniper Networks:
- Kick-off meeting that provides information needed for the End User to receive their entitled service deliverables, such as setup of user accounts, case opening process and guidelines, process to receive services credits, case escalation process, software license activation process, key contact information, and tools.
Customized Reports
Customized Reports provides the End User with a quarterly consolidated report based on the End User’s network and includes a summarized view of the following:
- Install Base (IB) and Entitlement report – list of devices covered and not covered by a Juniper Networks Services Contract.
- Juniper product End-of-Life (EOL) information based on the End User’s current IB.
- Support case history report highlighting case volume trends – by product/type/severity/priority.
- Return Materials Authorization (RMA) report highlighting RMA trends by status, product line, and case volume.
- Monthly report highlighting Major and Critical bugs based on different product categories in the End User’s IB covered by a current support contract.
Best Practice Knowledge Transfer
Best Practice Knowledge Transfer provides the End User quarterly interactive webinars to share best practices and use cases:
- Juniper Subject Matter Expert (SME) will host a webinar and field customer questions.
- Topics/Use Cases could be, but not limited to: Technical Troubleshooting, Installation, Configuration, Release Management, Patch Management, and more.
- Webinar will be recorded and posted.
Government Network Support Services
This feature provides access to U.S.-based Juniper Technical Support Engineers
who are eligible to apply for Security Clearance (“Secure Technical Support
Engineers” or “STSEs”) to be the case owner for the duration of the case. The
End User has unlimited access to the STSEs by phone and online 24/7/365 on all
eligible products
(please see Section 6 Scope for details).
As a single point of contact for all support needs, STSEs help diagnose system
problems, configure, troubleshoot, and provide work-around solutions when
necessary.
Case Workflow within the Government Network Support Team
A case can be opened by calling the dedicated G-CCare toll free number or on
the Juniper support website.
Once a case is opened, a STSE is assigned and resolves the issue as quickly as
possible. The STSE updates the customer contact via telephone or e-mail as
well as updates the case notes so that they are viewable by the customer via
the Web.
Either the STSE or SME can engage other resources within the Government
Network Support Team and engineering teams who have additional product and
technology knowledge specific to the case to help resolve the issue in a
timely manner. These resources are not guaranteed to be eligible for Security
Clearance.
Enhanced Support Response Time
Enhanced Support Response Time provides the End User with the following target initial response times for the Government Network Support Team targets for providing response and communication to End User issues. These targets are based on the priority assignment of the Tech Case:
- Priority 1: within 30 minutes
- Priority 2: within 30 minutes
- Priority 3: within 4 hours
- Priority 4: within 4 hours
Each issue is unique and carries a different set of complexities and challenges. Juniper Networks will make all reasonable efforts to provide a response within the assigned target.
Secure Case Management System and File Management System
- Secure Case Management: A Federal Risk and Authorization Management Program (FedRAMP) certified cloud solution including case creation, case updates, case file attachment and dashboard.
- Secure File Upload: Allows for secure upload of files from Juniper devices such as log files, core files, and other technical data related to the case will be uploaded to a secure file server with limited access to only the Government Network Support Team who are authorized to do so.
- Telephony Solution: A FedRAMP Pending solution will be used for telephone communications between the Government Network Support Team and the End User.
Service Manager
The Juniper Service Manager is a named contact who is U.S. Citizen based in the U.S. as the End User’s advocate and the single point of contact for all service-related activities and entitlements and is available remotely during normal business hours. The Service Manager will assist the End User with all account related escalations, including but not limited to service support, service readiness, and service planning.
- Customer Support Plan
The Service Manager will provide a Customer Support Plan to cover account set- up and management, contract and install base, Juniper internal process, and formulate the Contact Matrix.
- Bi-weekly/Quarterly Review
The Service Manager will host Bi-weekly/Quarterly Review to provide overview and status of all outstanding issues. The review will also include planned network activities, services activities, product and service performance metrics.
- Asset Tracking and Management
Asset Tracking and Management provides the End User with a support automation tool that tracks and manages Juniper products within the End User’s Install Base (IB).
- Incident and Escalation Management
Service Manager provides assistance in handling, escalating, and managing high priority cases to achieve faster problem resolution and timely case closure. The Service Manager owns the escalation through the issue resolution lifecycle, coordinating the remediation plan with Juniper internal delivery teams and ensuring timely communication and resolution.
- Proactive Account Management
Proactive Account Management provides the End User with guidance for mapping business requirements to network function and capability, software bug notification and remediation, End of Life (EOL), guidance and planning, software feature and release recommendations, device utilization and configuration optimization recommendations.
End User Responsibilities
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Contact Juniper and provide all the required information to activate the Services entitlement such as contact information for the resource who will work directly with Juniper Government Advanced Care Plus Services team, the Government Network Support Team, and the current software releases running in the network to enable the delivery of Services.
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Designate at least two (2) but not more than six (6) senior technical representatives, who must be the primary technical interface to Government Network Support Team, if appropriate.
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Participate in ongoing communications with Juniper to help in the delivery of the Best Practice Knowledge Transfer.
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Provide up to date contact and network profile information.
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Sanitize data first before sending it to Juniper to help resolve the case. This process removes any data that the End User considers sensitive prior to sharing the data with Juniper.
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Ensure that the requirements identified for the proper working of the Juniper Networks’ solution are in place.
These requirements may be documented in the product documentation or user guides, or additional recommendations communicated by the Juniper Networks team from time to time for proper delivery of Juniper Networks’ services. -
Understand that the End User’s employees interfacing with Juniper Government Network Support Team may be required to undergo the Juniper recommended training conducted by Juniper or Juniper Networks Authorized Education Centers worldwide. It is strongly recommended that the senior engineers designated by the End User hold at least Juniper Networks Certified Internet Specialist (JNCIS) level certification (where available) in the relevant technologies.
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Advise Juniper of any information Juniper may reasonably request about the execution of the Services throughout the delivery of Services. If third party participation and co-operation is required in order for the End User to perform the End User responsibilities, End User shall be responsible for getting such participation and co- operation. End User shall provide written notice to Juniper Networks as soon as it becomes aware or has reason to believe that End User will not meet any of the End User responsibilities.
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End User must provide Juniper the requisite documentation to allow the Government Network Support Team and Juniper Account Teams the access necessary to facilitate the terms of the contract. Requisite documentation could include DD254s, badges, and network access accounts.
Availability
These Services are available for End Users in the United States only. Services
are available for a minimum fixed duration of twelve (12) months.
The Service Manager is available during his/her local business hours Monday
through Friday, excluding Juniper observed holidays.
Scope
Products eligible for the Secure Government Network Support Team Security
Cleared Engineering Support Services include Juniper Networks® M Series
Multiservice Edge Routers, T Series Core Routers, MX Series 5G Universal
Routing Platforms, EX Series Ethernet Switches, SRX Series Services Gateways,
QFX Series Switches, PTX Series Packet Transport Routers, ACX Series Universal
Metro Routers, NFX Series Network Services Platforms, vSRX Virtual Firewall,
vMX Virtual Router, Junos Space, Apstra Intent-based System, Paragon Active
Assurance, and Contrail Networking products.
Services coverage is 24×7 on all eligible products above except CTP Series.
Services coverage is 8×5 (local Government Network Support Team business
hours) on CTP Series.
Services shall be delivered remotely from an authorized Juniper location
unless otherwise specified.
The End User understands and agrees that Juniper Networks may, in its sole
discretion, subcontract the performance of certain parts of this Service.
All service deliverables in this offering are available in English only unless
otherwise specified by Juniper.
Juniper’s obligation to perform any particular Services hereunder is
contingent upon Juniper receiving from End User such cooperation, network
access, consents, information, and materials that Juniper may reasonably
request to enable Juniper’s proper and efficient performance of such Services
and to enable Juniper to do so in compliance with all applicable laws and
regulations.
Exclusions
Juniper Networks is not obligated to provide services for any of the following:
- Maintenance window assistance.
- Problems with Products or parts thereof that are past their End of Support date.
- Unauthorized third-party products.
- Gray market products.
- End User or third party modified software code.
About Juniper Networks
Juniper Networks is in the business of network innovation. From devices to
data centers, from consumers to cloud providers, Juniper Networks delivers the
software, silicon and systems that transform the experience and economics of
networking. The company serves customers and partners worldwide. Additional
information can be found at
www.juniper.net Juniper Networks is in the business
of network innovation. From devices to data centers, from consumers to cloud
providers, Juniper Networks delivers the software, silicon and systems that
transform the experience and economics of networking. The company serves
customers and partners worldwide. Additional information can be found at
www.juniper.net
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