Availability; Scope; Glossary - Juniper CARE - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual

8. Availability

•
These Services are available (excluding countries listed in Group E under the US Export Administration
Regulations (currently, Cuba, Iran, North Korea, Sudan and Syria) and any other countries as to which the
furnishing of such Services may be prohibited); provided, however, that certain advance replacement and onsite
services are not available in certain countries. Services are available for a minimum fixed duration of 12 months.

9. Scope

•
The scope of this service is limited to the Juniper Networks products and services purchased by the Customer.
•
Services shall be delivered remotely from an authorized Juniper location unless specified otherwise
•
All service deliverables in this offering are available in English only.
•
Service Now features and deliverables are currently limited to Junos devices running on an active, supported
version of Junos software.

10. Glossary

•
Advanced Insight Scripts: AI-Scripts are written by Juniper Networks JTAC experts and when installed on
JUNOS devices, work within the JUNOS software to intelligently collect and create discrete packages of incident-
based and intelligence-based data and information. Advanced Insight Scripts can securely transfer via a secure
protocol such as Secure FTP (SFTP) a Juniper Message Bundle containing collected data for further processing.
•
Juniper Support Systems (JSS): it is located within Juniper Networks premises and uses Juniper Networks
knowledge base, engineering expertise, and specialized tools, to resolve incident cases that you open using
Service Now.
•
JTAC: Juniper Technical Assistance Center
•
RMA: Return Materials Authorization
•
Case: a service request generated by the Customer related to an incident.
Corporate and Sales Headquarters
Juniper Networks, Inc.
1194 North Mathilda Avenue
Sunnyvale, CA 94089 USA
Phone: 888.JUNIPER (888.586.4737)
or 408.745.2000
Fax: 408.745.2100
Copyright 2009 Juniper Networks, Inc. All rights reserved. Juniper Networks, the Juniper Networks logo, Junos, NetScreen, and ScreenOS are registered trademarks of
Juniper Networks, Inc. in the United States and other countries. All other trademarks, service marks, registered marks, or registered service marks are the property of their
respective owners. Juniper Networks assumes no responsibility for any inaccuracies in this document. Juniper Networks reserves the right to change, modify, transfer, or
otherwise revise this publication without notice.
990331 – October 2010
APAC Headquarters
Juniper Networks (Hong Kong)
26/F, Cityplaza One
1111 King's Road
Taikoo Shing, Hong Kong
Phone: 852.2332.3636
Fax: 852.2574.7803
Juniper Networks, Inc.
Juniper Care– Service Description Document – October 2010
EMEA Headquarters
Juniper Networks Ireland
Airside Business Park
Swords, County Dublin, Ireland
Phone: 35.31.8903.600
EMEA Sales: 00800.4586.4737
Fax: 35.31.8903.601
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