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Service Manager
The Juniper Service Manager is a named contact and your
advocate within Juniper to manage all service-related activities
during local business hours. Your Service Manager is the single
point of contact within Juniper to oversee the delivery of all
entitled services in the Juniper Care Plus offering. The Service
Manager's responsibilities include:
• Formulate and deliver a Service Support Plan
• Provide account setup assistance and ongoing account
management to ensure that you have access to service
deliverables in the Juniper Care Plus offering and appropriate
resources within Juniper
• Manage customer escalation related to service support, service
readiness, and service planning, working with Juniper internal
delivery teams
• Advise and guide you in accessing resources for implementing
the Service Now and Service Insight infrastructure and related
services entitlement deliverables
• Conduct periodic conference calls to report status on
outstanding issues and discuss key future network activities
• Conduct quarterly operational review meetings to discuss
your specific product and service performance metrics, related
trends, and planned services activities
• Provide case trend analysis that includes a regular review of
your reports to identify repeat tactical hardware, software, or
operational issues
• Provide logistic and operational assistance
• Provide proactive case planning
• Track and plan all of your entitled service deliverables such as
training credits and consulting credits, and provide a report on
credit usage and balance
• Assist in service planning based on your specific needs and
where you are in the services life cycle
• Identify your training needs and coordinate with Juniper teams
to help you plan budget and resources
expert to expert access
Expert to Expert Access provides direct access to a team of
senior JTAC engineers. You can open Priority 1 and Priority 2 cases
on a 24x7 basis directly with a team comprised of senior JTAC
engineers with extensive experience, advanced troubleshooting
skills, and demonstrated capability to quickly drive your high
priority issues to resolution.
Definitions of Priority 1 and Priority 2 cases
Priority 1 - Critical
Juniper Networks defines a Priority 1 case as a total loss or
continuous instability of mission critical functionality. This
includes a network or system being down and causing users to
experience a total loss of service or inability to use a feature or
function that is currently relied upon for mission critical tasks.
Juniper will dedicate JTAC resources 24x7x365 until a resolution
or workaround is in place. You must also provide designated
resources that are available 24x7x365 and the ability to provide
necessary diagnostic information above and beyond that gathered
by automated incident management features. Note that if the
assigned JTAC engineer cannot reach the customer-designated
resource within one hour, the priority will be lowered.
Priority 2 – High
Juniper Networks defines a Priority 2 case as:
• Issues are impairing, but do not cause a total loss of mission
critical functionality, or
• Intermittent issues affect mission critical functionality, or
• Inability to deploy a feature that is not currently relied upon for
mission critical functionality or loss of redundancy of critical
hardware component
Service automation
• Service automation capabilities delivered via Junos Space
Service Now and Junos Space Service Insight help simplify
operations, reduce maintenance costs, and enhance operational
efficiency.
Service Now helps you automate time-consuming tasks such
as inventory management and incident management. It allows
you to automate the process of trouble ticket creation as well
diagnostic data collection. Service Now also periodically collects
device health data that is used by Service Now to create targeted
actionable reports that can be used for proactive network
maintenance and support.
Service Insight, a smart application hosted on the Junos Space
platform, provides the network operations team with targeted
reports on how to manage the network in response to vendor
product bugs and EOS/ EOl notifications.
targeted Proactive Bug Notification
This capability allows you to receive a notification on new
reported critical and major product bugs that may impact your
network. Targeted proactive bug notifications will assess your
organization's network profile and provide you a notification
on bug information that may impact the network with detailed
information on the devices that may be impacted by the bugs.
The information included in the notification includes details
such as the bug description, possible trigger and workarounds if
available. This information provides proactive actionable data that
you can use to understand the potential impact of product bugs to
your network.
Information on the bug notification is stored within Service Insight
for review as needed. Juniper resources can help answer questions
related to the information delivered and perform quarterly reviews
for the bugs identified.
Proactive notifications can significantly reduce the time spent by
the operations manager for bug review and provide immediate
impact analysis to Juniper TAC and the operations team in case of
critical bugs identified as risk to the network operations.
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