Juniper CARE - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual
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Juniper Care
Service Description Document - October 2010
Table of Contents
1. Introduction .................................................................................................................................... 2
2. Eligibility and Purchasing ............................................................................................................... 2
3. Service Features and Deliverable Description ............................................................................... 2
4. Technical Support ...................................................................................................................... 2
5. Junos Space Service Now ......................................................................................................... 5
6. Knowledge Transfer ................................................................................................................... 6
7. Customer Responsibilities ............................................................................................................. 6
8. Availability ...................................................................................................................................... 7
9. Scope ............................................................................................................................................. 7
10.
Glossary ..................................................................................................................................... 7
© Juniper Networks, Inc.
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Summary of Contents for Juniper JUNIPER CARE - SERVICE DESCRIPTION DOCUMENT 10-2010
- Page 1 4. Technical Support ........................2 5. Junos Space Service Now ......................5 6. Knowledge Transfer ........................6 7. Customer Responsibilities ......................6 8. Availability ............................7 9. Scope ............................. 7 10. Glossary ............................. 7 © Juniper Networks, Inc.
- Page 2 Juniper Care Services (“Services”) are described in this Services Description (“SDD”). The Services are rendered by Juniper directly to the end user of Juniper Networks products (the “End User”), which End User is identified by name and address in the order for the Services (whether placed by an authorized J-Partner or otherwise). The Services...
- Page 3 End User are further detailed as follows: Embedded Software. (a) For any unit of End User’s Supported Juniper Networks Product that is Hardware (as defined in the EUSA) that includes Embedded Software (as defined in the Juniper Networks End User License Agreement (“EULA”) as posted at Juniper Networks will grant End User the limited non-exclusive, non-sublicensable and non-transferrable right during the term of the Care Support contract to Supported Embedded Software Releases for End User’s Internal Use...
- Page 4 Juniper Networks’ online Customer Support Center (CSC) (currently at the URL: http://www.juniper.net/support subject to limited use terms posted at such site, all solely for End User’s internal use in support of its Juniper Networks Product covered under Juniper Networks Care Services Contract.
- Page 5 24 hours a day, 7 days a week, within 4 hours of final diagnosis of a part failure and replacement authorization by Juniper Networks, to End User’s physical site if it is located within 50 miles of an authorized Juniper Networks parts depot.
- Page 6 Customer responsibilities, Customer shall be responsible for getting such participation and co- operation. Customer shall provide written notice to Juniper Networks as soon as it becomes aware or has reason to believe that Customer will not meet any of the Customer responsibilities.
- Page 7 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.
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