Juniper PRODUCT HEALTH CHECK - SERVICE DESCRIPTION DOCUMENT 10-2010 Manual page 2

1. Introduction
Product Health Check Services ("Services") are described in this Services Description for Services delivered by Juniper
Networks to Juniper Care Plus customer or Juniper Operate Specialist ("Customer").
Juniper Networks' Product Health Check Services uses sampling data from targeted Juniper devices to check key
indicators of device health and utilization to determine if product is maintaining performance expectations based on
Juniper recommended best practices. The Services focus on identify potential mal-functioning hardware components,
dormant problems, any abnormalities in the trend data for potential improvement and any other performance related
issues. Juniper engineers will analyze Customer data and provide recommended actions to help Customer identify
potential risk and issue with their Juniper products before impacting their network and proactively improve network
performance.
2. Eligibility and Purchasing
Services are available only to End User who holds a valid Juniper Care Plus contract or Juniper Operate Specialist who
holds a valid Advanced Partner Support contract or Advanced Customer Support contract. Services may be purchased
using consulting credits.
3. Service Features and Deliverable Description
As part of the Services, Juniper Networks will use commercially reasonable efforts to provide Customer with the following:
3.1. Device Data Collection and Analysis
Juniper engineers will work with the customer to collect sample device data and analyze the data to determine areas
of improvement. Juniper engineers will performance the following key activities:
3.1.1. Discuss and understand customer existing network design, architecture and configuration
3.1.2. Provide customer Juniper data collection software tool and instruction to collect required data from
customer's network based on customer network criticality, stability, performance concerns and other
customer priority.
3.1.3. Review Juniper device data collected and analyze key device health indicators to identify potential hot-
spots or problem areas in the network, for example:
•
JUNOS devices: CPU utilization, Memory utilization, Task Memory, Chassis and System Alarms, Media
utilization, Packet Forward Engine Traffic and Error Check, Routing and Switching Table Check, network
interfaces, etc
3.1.4. ScreenOS devices: Task / Flow CPU utilization, Memory utilization, Session counts, Chassis and System
alarms, ASIC / FPGA status and errors, Interface statistics and errors, Zone / Screening counters,
Redundancy / NSRP operation status, Vsys related information, etc.
3.1.5. Notify customer in advance if critical issues are found during the process that may have immediate impact
on customer's network. Provide customer workaround or solution if available and assist JTAC on issue
resolution
3.2. Optimization recommendation
Juniper engineers provide recommendation to optimize Customer's network health and utilization based on suggested
best practices. A written Product Health Check report will be delivered to the customer as the key deliverable of the
service. Juniper engineers will perform the following key activities:
990335 – October 2010
Product Health Check - Service Description Document – October 2010
Juniper Networks, Inc. Page 2 of 4