Customer Services


A portfolio of customer services is available from Juniper Networks, some of them freely available to the public at www.juniper.net. Most services, however, are incorporated in sales service agreements designed to help and assist the Juniper Networks customer. The support services plan for maintenance and hardware delivery needs has several levels of support. Education and training services offer programs for product and technology training, and a certification program to enable engineers and others to validate product competence. The advanced professional services program provides supplemental consulting, design, and project management resources. Onsite residence is available.

Support Services Packages

Several support packages are available from Juniper Networks to ensure maximum uptime. Other levels of service are part of specific or customized service agreements that are best handled by contacting a Juniper Networks sales representative.

Core Support Package. This service package provides access to the Juniper Networks Technical Assistance Center (JTAC) and to the Customer Support Center (CSC).

Next-day Hardware Replacement. This service includes the Core Support Package plus the delivery of covered replacement hardware on the next business day.

Same-day Hardware Replacement. It includes the Core Support Package features, plus the delivery of covered replacement hardware within four hours of your request on the same day.

Same-day Onsite Technician. With this service, Juniper Networks sends a skilled technician to install replacement parts . It includes all Core Support Package features, plus the delivery of covered replacement hardware within four hours of your request.

Premier Support. When a predetermined level of support is reached, customers are automatically enrolled in the Premier Support Program and receive a designated JTAC Technical Support Engineer and a backup engineer allocated to their account.

Professional services consultants are available to help develop a plan to apply these advanced services where they are most needed, such as network design, project management, and even customized network workshops. Dedicated seats are also reserved for select staff in Juniper Networks standard technical product training courses.

Juniper Networks Technical Assistance Center (JTAC)

The Juniper Networks Technical Assistance Center (JTAC) is available for all levels of service agreement. All levels of supports allow an unlimited number of calls and cases, as well as availability 24 hours a day, 7 days a week, 365 days a year. JTAC support also provides unlimited access to JTAC engineers through the Internet and phone. The engineers help troubleshoot and diagnose any network anomaly.

Escalation Management

To ensure quick response, automatic escalation alerts to senior management are triggered on priority issues. A priority management system is used for each case opened with the JTAC. A Juniper Networks engineer and the customer designated representative jointly set the priority.

Customer Support Center (CSC)

Access to the online Customer Support Center (CSC), which includes the ability to download major, minor, and maintenance JUNOS Internet software upgrades, is part of all support packages. The CSC provides secure Web-based access to key technical information, such as frequently asked questions (FAQs), field alerts, problem reports , technical notes, release notes, and product documentation. The Juniper.net Case Manager enables customers to create, search, view, and change their technical support cases (see "Juniper.net" on page 7).

Education Services

Juniper Networks technical education courses are designed to teach the technical detail and capabilities required to ensure a network is operating at peak performance. Courses are offered at Juniper Networks Knowledge Centers.

Courses are also conducted by authorized instructors at Juniper Networks Authorized Education Centers. These strategic education partners use only Juniper Networks “authorized instructors and Juniper Networks “developed courseware. They must maintain the same strict quality standards that we require of our own instructors and training organizations.

To register for a course at one of the Juniper Networks Knowledge Centers, go to www.juniper.net/training.

While there are no official course prerequisites, attendees of all Juniper Networks technical education courses are expected to have general familiarity with TCP/IP basics, link-state routing protocols, operation of BGP4 and its mandatory attributes, and general interdomain routing issues. Although not required, familiarity with the command-line interface of a routing platform or UNIX is helpful. Classes are posted on www.juniper.net or the Juniper Networks Authorized Education Center's Web site.

Occasionally, Juniper Networks delivers open enrollment courses at locations other than its Knowledge Centers. See www.juniper.net for course availability. Courses can also be taught at your site.

Technical Certification

The JNTCP consists of four certification programs: Certified Internet Associate (CIA), Certified Internet Specialist (CIS), Certified Internet Professional (CIP), and Certified Internet Expert (CIE).

The Juniper Networks Technical Certification Program (JNTCP) allows participants to demonstrate , through a combination of paper-based proficiency tests and hands-on configuration and debugging tests, competence with Juniper Networks technology. Anyone experienced with Juniper Networks products and platforms can qualify for the certification process. Non-Juniper Networks certification, such as from Cisco Systems, is not applicable toward the successful completion of the exams.

Juniper Networks Certified Internet Experts (JNCIE) receive full-time Technical Assistance Center access, an engraved crystal plaque with their name and certification status, and a reproducible Juniper Networks Certification logo to use on business cards, personal Web pages, and printed documents.

Professional Services

Professional services consultants are available both short-term and long- term to supplement staff in planning, analyzing, designing, implementing, operating, and managing networks. They assist with network planning, modeling, and design; network optimization and enhancement; routing policy and configuration design; project implementation and management; and custom design workshops. Resident engineers are available on a quarterly or yearly basis as onsite resources for operational, design, and planning assistance.



Juniper Networks Field Guide and Reference
Juniper Networks Field Guide and Reference
ISBN: 0321122445
EAN: 2147483647
Year: 2002
Pages: 185

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