Juniper Premium Care Services Datasheet
Download DatasheetService Overview
Juniper Premium Care provides high-value, personalized service for large enterprises, service providers, and cloud networks. Juniper enables you to proactively manage and optimize all aspects of your network.
Service Description
Juniper Networks® Services provides the support and assistance needed for managing the complexity of technology. The rich set of services helps keep your network at optimum readiness and able to evolve efficiently in response to your business demands.
Juniper Premium Care provides you with strategic and personalized proactive service management with an efficient service delivery aligned to your objectives.
Premium Care includes all the benefits of Juniper Advanced Care, plus much more. The service also includes a technical liaison, an assigned service advocate as a single point of contact (POC) for managing all your service-related issues or entitlements, and 24x7 Active Issue Management. Customers can call a dedicated phone number to receive faster support response times, expedited support, and priority access to Juniper senior support engineers. This ensures that issues and cases are handled promptly.
Additional features include onboarding assistance, quarterly business reviews, a customer success plan, proactive account management, and customized reports. The cost-effective service enhances your networking expertise, anticipates problems before they occur, and reduces additional management tasks.
Figure 1: The Juniper Care portfolio has three options: Base, Advanced, and Premium
Features and Benefits
| Service Advocate | A Juniper-designated point of contact available during local business hours | Provides an accountable, dedicated advocate and single point of contact to ensure all service requirements are met |
| Quarterly Business Review | A quarterly report specific to your network’s installed base, End of Life (EOL), cases, and product bug info | Preempts problems before they occur |
| Customer Success Plan | Success plan focused on proactive management, planning, account setup, reporting for purchased services, case escalation, customized reporting, and bi-weekly/quarterly reviews | Enables better alignment between your objectives and Juniper services by developing a specific services plan for effective delivery |
| Proactive Account Management | Guidance for mapping business requirements to network function and capability | Ensures your network and business requirements are consistently met |
| Also included in Advanced Care | ||
| Designated Remote Technical Liaison | A named, designated technical liaison provides assistance with technical needs | Helps you implement best practices across your network and provides knowledge transfer |
| Onboarding Assistance | Guidelines and processes for accessing Juniper resources | Collapses the learning curve and accelerates operational processes |
| Active Issue Management (24x7) | A dedicated phone number provides 24x7, after-hours access to a designated, remote support team to facilitate your issues, ensuring cases are properly escalated. A follow-up report and status is provided until escalation requests are complete | Ensures that issues are handled and resolved in an efficient manner, keeping your network running smoothly |
| Proactive Operational Support | Proactive assistance with Return Material Authorization (RMA) issues, asset management, support related to contracts, licenses, and entitlement | Ensures operational success to keep your network running efficiently |
| Escalation Management and Technical Issue Resolution | Technical input to facilitate and expedite problem resolution | Minimizes impact of business-critical technical cases |
| Periodic Review of Open Issues | Operational review calls to provide customer updates on technical case activities and ensure ongoing progress | Improves performance and reduces downtime by identifying areas for improvement during regular check-ins |
| Priority Access to Senior Engineers | P1/P2 cases routed directly to senior support engineers | Ensures faster issue resolution for high-priority cases, resulting in superior network availability |
| Accelerated Response Time | P1: 15 minutes, P2: 30 minutes, P3: 2 hours, P4: 4 hours | Significantly accelerates case closures and increases network uptime, keeping end users happy and productive |
| Best Practice Knowledge Transfer | A quarterly, interactive webinar to share best practices and use cases | Enhances staff knowledge and expertise on Juniper products and services to simplify operational processes and maintain a highly available network |
| Technical Knowledge Transfer and Q&A | Informal Q&A with consultative guidance for questions and service deliverables | Provides the technical knowledge to maximize the value of the service and acquire the necessary knowledge to keep your network running at an optimal state |
| Custom Reports and Consultation | A monthly Proactive Bug Notification (PBN) Report, quarterly Customer Service Experience Report including Installed Base and Entitlement, End-of-life (EOL)/End-of-service (EOS), Case History, and RMA updates | Offers personalized review of your network and enhanced forward-looking, decision-making capability |
| Environment-specific Technical Guidance | Guidance tailored to your campus and branch (Juniper Mist) and/or data center (Juniper Apstra) solutions | Maximizes value of Juniper Premium Care |
Ordering Information
The Juniper Premium Care contract has a minimum annual term of twelve (12) months.
Juniper Premium Care Services are available globally. For details, please contact your local Juniper partner, Juniper Networks field sales manager, or your assigned Juniper service business manager.
For additional details such as scope, deliverables, eligibility, and exclusions, please refer to corresponding Service Description https://support.juniper.net/support/guidelines/
As a prerequisite, customers must have Juniper Care, which provides the foundational base required to enable Juniper Premium Care.
About Juniper Networks
At Juniper Networks, we are dedicated to dramatically simplifying network operations and driving superior experiences for end users. Our solutions deliver industry-leading insight, automation, security and AI to drive real business results. We believe that powering connections will bring us closer together while empowering us all to solve the world’s greatest challenges of well-being, sustainability and equality.
1000658 - 002 - EN NOVEMBER 2023
