Support Services

Juniper offers different levels of support based on your business needs:

• Juniper Care provides swift response from Juniper technical service engineers based on geographic availability and network needs
• Juniper Advanced Care delivers enhanced response times, escalation management, direct access to Juniper engineers, and custom reports
• Juniper Premium Care includes all the features of Advanced Care plus an assigned service manager for faster response times
• Juniper Accelerated Resolution Care can be added to your Advanced or Premium Care Service for deep technical troubleshooting and faster issue resolution
• Juniper Solution Support Service can be added to your Care services. The service provides a solution specialist as a single point of contact to support Juniper solutions that include approved third-party products
• Juniper Support Insights, now included with every Juniper Care contract, provides IT and network operations teams with actionable insights to help organizations optimize their networks

See the Juniper Care Services datasheet for more about Juniper Care Services, including a summary of the features, benefits, specifications, and ordering information.

• Resident Consultant Service offers on-site assistance with network design and architecture planning
• Resident Engineer Service offers ongoing on-site operational and engineering support

• Juniper Software Upgrade services provide expert guidance to help you make a smooth, secure, and efficient transition, minimizing downtime and disruptions. Choose support for a specific phase of the process or a comprehensive end-to-end service. We can help identify the right target release based on your business and network needs, validate the upgrade plan in our lab environment, and support you during your upgrade maintenance window. Our Software Upgrade Assistance Service offers all of those plus a single point of contact to coordinate our resources throughout the full process, allowing you to upgrade with confidence while staying focused on your business priorities
• Juniper Care Software Advantage integrates software updates and upgrades with comprehensive technical support
• Custom Software Support Service provides direct access to Juniper technical support engineers who will diagnose an issue or outage using custom software. This service requires an annual support contract

Optimization services bring Juniper expertise and best practices to your network—ensuring it not only performs and operates at its peak but also adapts smoothly to the changing demands of your business. Our offerings include proactively tuning configurations and policies, minimizing the potential impact of known bugs and security vulnerabilities, and reviewing design changes and upgrades before implementation.

• Network Optimization Consulting Services are a set of prescriptive services delivered remotely that are individually contracted to meet your specific networking needs. These services require an annual support contract
• Juniper Proactive Optimization Service is a 12-month subscription that supplies proactive, expert guidance to help boost network reliability and maximize performance. A single-point-of-contact engineer delivers prescriptive network optimization subservices tailored to a customer’s business objectives. This service requires an annual support contract

• Flexible Services Credit provides universal credits that can be redeemed for qualified Juniper services
• Juniper Flex Licensing offers perpetual or subscription licensing. Juniper Care is included with Juniper Flex subscription software packages. Hardware and basic software support are available directly from Juniper or through certified technical partners
• U.S. Federal Government Support Services meet the unique needs of organizations that must comply with U.S. governmental regulations