Juniper Optimum Care

Subscription based service for continuous

improvement
Peter Falk

AGENDA

SERVICE OVERVIEW
VALUE PROPOSITION
SERVICE DETAILS
BACKUP DATA

Service overview

Advanced Services - Comparisons

OPERATE SERVICES
Relationship and
Project Oriented

Juniper Care Plus

Relationship and
Technical / Proactive

Juniper Optimum Care

Technical / Proactive Entry level

Network Productivity
Service

Service Manager + Expert 2 Expert

Service & Training Credits

(Technical Project Oriented)

Ongoing technical enhancement

A predefined package of proactive services :
SW lifecycle management
Configuration Review
Product Performance Optimization

Service Automation

Juniper Optimum Care

Evolutionary Network
Improvement through a
Partnership between
Customers and Juniper

Key Value Points

Service Manager
relationship

Optimized
Network
Operation

Continuous
Improvement

Increased ROI

KEY TAKE AWAY:

Juniper Optimum Care builds a partnership between customers and Juniper
Experts leading to increased ROI and optimum network operation and
personalized High Touch support

Partnership for
higher uptime &
better value

Service Elements
Communication
Remote access
to Juniper
Engineers

Proactive
Technical
communication

Partnership

High Touch
Service
Manager

Best Practices
Product
Performance
Optimization

Configuration
Review
Expert to
Expert Access

Service Automation

S/W lifecycle
management

Design &
Implement

Juniper Optimum Care Delivers a process for network

optimization
Juniper Optimum Care
Service Manager
orchestrates the services,
delivers reports and does
escalations
Expert to Expert TAC
support to close cases
faster
Regular Reports
generated showing
progress and
improvement

1. Discover areas
for improvement

2. Regular reviews
of findings with
Access to Juniper
best practice
expertise

Building a Partnership
between Juniper experts and
customers operational team
for continuous ongoing
Operational Improvements &
Issue Avoidance

Cadence of services/reports creates a process

3. End-user modifies
network

Bi-monthly product performance reports

Quarterly reviews and updates of the Network
Improvement Plan (NIP)
Reviews before all planned network changes
Routine meetings to review case status, changes,
etc.
Informal consultations as needed
Review SIRT and PBN notifications when relevant

Full Delivery Package Offering

5 Delivery Areas
Service Automation Design &
Implementation Assistance
SW Lifecycle Management
Configuration Analysis
Product Performance
Optimization
Customized Technical
Consultation

4 SKUs
SVC only
12 months:
Band 0, 1, 2 & 3 *
SVC-JOC-BND-0
SVC-JOC-BND-1
SVC-JOC-BND-2
SVC-JOC-BND-3

Target Pricing (SVC)

Price is dependent on
size of network. 1 year
price:
Band 0: $195k
Band 1: $250k
Band 2: $320k
Band 3: $410k

*Note: Band is determined with same configuration tool as used for JCP: http://www-int.juniper.net/customerservice/csbusops/general/careplus/index.html

Comparing Juniper Optimum Care to Juniper Care Plus

Deliverables/Offering

JCP - BND 0

JCP - BND 1-3

Juniper Optimum Care

Service Management

Expert to Expert (E2EJTAC)

Consulting Credits

Training Credits

10,000

Service Automation
Implementation Support
Software Lifecycle
Management

Configuration Analysis

Product Performance
Optimization
Technical Consultation
(not JTAC)

Juniper Optimum Care

End Customer

Network
Productivity
Service
Juniper Care Plus
Juniper Optimum Care

Juniper Care

Juniper Optimum Care is the

highest level in the Juniper Support
Services portfolio and includes all
the elements of Juniper Care Plus,
Juniper Network Productivity
Service, and Juniper Care
maintenance.

Value Proposition

Benefits
One offering to provide complete advanced support for both maintaining and optimizing your network
Better ROI, uptime and performance means a network better serving your core business!

Maintenance Benefits
Access to Juniper experts and focused
coordination by your advocate within Juniper
ensures swiftest possible case resolution
Automation can reduce time to fix by 50%
To avoid problems, regular reviews of your
network situation by experts

Optimization Benefits
Expert advice to fine-tune performance and
enhance return on investment in network

Configuration and Software Version reviews avoid

issues and hacking due to unpatched products
Automatic communication of Security threats,
product issues and product end-of-life information
Case reviews help avoid repeat problems
Operational Service Reviews

Close working relationship with Juniper

resources enhances staff skills and
improves productivity
Partnership with Juniper for continuous
optimization of the network ensures you get
the most out of your product and staff
resources

Avoid network issues when new applications

or users go on-line
Evaluate and mitigate risk when planning
network modifications, avoiding downtime
Regular reporting allows trending information
to be used in planning network improvements

Details Of
Offering

Service Manager
The Juniper Service Manager is a named contact and your advocate within
Juniper to manage all service-related activities. The Service Manager is
your single point of contact with Juniper

Knowledge Transfer and Best Practices

Privileged access to Juniper tools and resource
On-going relationship & trusted advisor
Customer advocate within Juniper
Increased product availability & managed escalations till closure

Case reviews, follow-up and regular reporting

Expert 2 Expert Support

Expert to Expert Access provides direct access to a team of senior JTAC
engineers. and will allow you to:

Open Priority 1 and Priority 2 cases on a 24x7 basis directly with a

team comprised of senior JTAC engineers with extensive experience

Service Automation Assistance

Utilize Juniper technology to facilitate ease of inventory management,
data collection, JTAC case detection and creation and proactive
communication of relevant EOL/EOS (End Of Support) and issue
notifications. The service automation consulting engineer will:

Assist in planning optimal Service Automation deployment

Provide guidance on Service Automation implementation
Validate proper automated JTAC case creation
Train Customer to maximize usage of Service Automation functionality

Software Lifecycle Management

Ensure the customer is running supported software optimized to their
network and business needs providing ongoing guidance based on
industry experience deploying Juniper equipment. Juniper engineers will:

Provide software recommendations for optimal support of existing and

new hardware/feature implementation which reduces potential risk and increases
success of deployment
Provide best practice upgrade procedures to minimize risk associated with
deployment of new software
Provide risk analysis of recommended software version upgrades
Identify and recommend software version targets for devices which may be
reaching End of Life or End of Support

Configuration Analysis
Ensure the customers device configurations are optimally implemented
based on industry experience deploying Juniper equipment. Juniper
engineers will:

Identify and recommend product configuration optimization

opportunities for existing implementations
Review new configurations prior to new deployment or implementation
Provide improvement recommendations to standardized configurations
and templates

Product Performance Optimization

Provide bi-monthly reports to analyze performance trends of the Juniper
technology in the customer network by establishing a baseline and
periodically sampling Juniper device data. Juniper engineers will:

Routinely collect device health data and perform analysis to identify areas which
may require corrective action or awareness
Identify areas of concern for potential malfunctioning hardware components,
undetected problems, data abnormalities and unexpected trends
Recommend actions and improvements to identify areas of concern
Establish data trend analysis for device health and scale

Customized Technical Consultation

Juniper engineers will provide technical advice and consultation via direct
phone call or email during regular business hours. The technical
consultation will focus on the following categories:

Software lifecycle management

Configuration analysis
Product performance optimization
Service automation
Proactive communication such as SIRTs, PBNs, EOL notifications

Backup slides

Juniper Optimum Care A Comparison

Juniper Care Plus
Service Manager single point of contact for relationship, coordination and escalation
AND
Expert to Expert support for technical issue resolution (TAC) AND
Education & service/reports credits ( On-demand services when/if you need them)

Network Productivity Service

Specific set of services/reports, repeatedly provided for ongoing measurement of
network performance and the prevention of future issues an ongoing service. (NO
Service Manger or Expert to Expert TAC access)

Juniper Optimum Care

Ongoing Partnership for Continuous Network optimization and Case Avoidance
a combination of repeated services & reports augmented by a process to create a
path to continuous network improvements (performance, value, up-time)