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Table 1: Features and Benefits
Feature
Network troubleshooting and
operations support
Inventory tracking and
management support
Testing of Juniper Networks
product features, functionality,
and interoperability
Informal technical and product
workshops
Developing standard network
operation and equipment
operating procedures
Table 2: Service Specifications
JuniPer reSPOnSiBilitieS
Juniper Networks will:
• Establish a scope of effort for the Resident Engineer to assist the
customer with network operations related activities
• Recruit and place the appropriate Network Engineer
The Resident Engineer will:
• Work onsite at your location
• Focus on network troubleshooting and operations support along with
network and configuration analysis
• Assist with network inventory asset management and tracking
• Assist in testing Juniper Networks products, features, and functionality
• Oversee, monitor, and track open trouble tickets, return material
authorizations (RMAs), and open bug reports
• Conduct informal technical and product workshops with your internal
support teams
2
Feature DeScriPtiOn
Assists your operations staff with hands-on technical
issues with Juniper Networks products and technologies,
as well as other equipment in your network
Assists your operations staff with tracking and managing
the network equipment inventory
• Ensures that your Juniper Networks products integrate
and operate smoothly with equipment from other
vendors
• Helps your organization introduce and take advantage
of new technologies and features
• Helps accelerate restoration time and minimize
downtime
Provides your staff and business users with informal and
onsite transfer of information
• Brings an understanding of best practices to proactively
prevent issues that other customers have experienced
• Uses knowledge of your network to assist in
development and implementation of standard
operating procedures and practices
BeneFit
• Minimizes downtime and reduces operational costs to
accelerate revenue generating activities
• Helps avoid end user service-level agreement (SLA)
penalties
• Ensures consistent and accurate knowledge of all
network assets and their locations
• Provides quality data to ensure accurate and timely
change management
• Accelerates deployment and availability of new services
and applications
• Speeds rollout of innovative and new ventures
• Accelerates readiness of employees, suppliers, and
partners
• Improves workforce productivity
• Delivers unbeatable competitive advantage
• Optimizes value of high-performance networking to
meet constantly evolving business environment
cuStOmer reSPOnSiBilitieS
The customer will:
• Provide a suitable work environment for the Resident Engineer including
all required hardware, software, and facilities access; qualified personnel
including project management; and supporting resources to accomplish
objectives defined in the scope of work
• Provide access to the Internet, your network, and all required and
requested data needed to accomplish objectives defined in the scope of
work
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