In a direct-customer engagement model, you install the AIS software elements (AI-Scripts and AIM), and directly subscribe to AIS services.
The Juniper Networks partner installs AIM, with the Partner Controller license, to manage multiple end customers. The partner's AIM is used as an aggregation point for incidents from many customers. Each end customer installs AIM in their network. The end customers run AIM in the same way it is run in the Direct Customer AIS engagement model except, instead of connecting directly to JSS, they connect to the Partner Controller AIM installation. The partner has the option of submitting cases on behalf of their end customers or handling them without engaging with JSS. All connections are through authenticated and encrypted protocols. Secure file transfers occur between the AIM end customer and partner installations. An HTTPS connection is made from the end customer AIM installation and the partner controller installation, as well as from the partner controller AIM installation and JSS.
AIM is installed on each end user’s network and accessed remotely by the partner through a Web client. There is no AIM at the partner location. Each end user’s AIM communicates directly with JSS. The partner can choose to administer each end user’s AIM individually or allow each end user to administer their own AIM. If the end user sends a case request to JSS (for example, if the end user has administrative privileges to their own AIM), the partner can view information by remotely logging in to an end user’s AIM. A firewall hole or tunnel between the end-customer AIM and JSS is necessary. The partner also needs access to the end-customer AIM. All connections are through authenticated and encrypted protocols.
To report an AIS technical problem, open a technical support case, and select AIS as the platform with the issue.
No, there is a possibility that a case will be raised based on particular events, and the result of this case may lead to an RMA. However, there is no direct RMA process within the AIM server.
SNMP traps and emails can be sent to other OSS systems from AIM if the OSS systems needs to use these to perform some processing. Considering that many applications today support XML, AIM can export JMB as an attachment via email and the XML content can be read. If desired, we can share the JMB XML structure, so that necessary mapping can be done to their data structure on the CRM if it supports XML.
Information from network elements is sent to AIM with the help of AI-Scripts and the Juniper Data Collector (JDC).
AI-Scripts are installed on the customer’s Juniper Networks JUNOS Software Network Elements (NEs) and these NEs export incident or intelligence data (JMBs) to AIM deployed at their site. AI-Scripts package all problem incident and intelligence data into a JMB and send it to a remote archive location so that it can be collected and displayed by the AIM.
The JDC is an AIM service that collects data from Juniper Networks devices running JUNOS 8.5 or earlier in archive locations for proactive monitoring in AIM. The JDC also collects data from non-JUNOS devices, such as E Series devices and Netscreen Firewall/VPN (ScreenOS) devices. JDC functions like AI-Scripts. However, it only creates intelligence JMBs, not incidents.
