User manual JUNIPER NETWORKS IMPLEMENTATION SUPPORT SERVICE DESCRIPTION DOCUMENT 10-2010

[. . . ] Service Features and Deliverable Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customer Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [. . . ] Post Network Change Review · · Juniper Networks engineers discuss the network change with the Customer to assess the success and possible areas of improvement following changes if appropriate. Setup and coordinate a post network change review with the Customer to discuss the network change compared with the original goal and agree changes to the plan for future changes if the review highlights areas requiring additional change. Assign a designated Juniper Networks engineer to address any question, concern or issue raised by the Customer during network change implementation. Diagnose and troubleshoot remotely on unforeseen issues that may happen during implementation if escalated by the Customer. Recommend solutions to any identified issues and provide support for any proposed solution implementation. Transition any outstanding issues to Service manager for follow-up and escalation to engineering and Juniper Networks technical support teams following change control maintenance window. 4. Customer Responsibilities Juniper Networks' obligation to provide the applicable Services is conditional upon Customer meeting the following obligations. Provide remote connection to their network to enable Juniper Networks engineer to provide diagnostic on potential issues escalated during implementation. Provide a written notification at least fourteen days (14 days) in advance of the network change. Contact the designated Service Manager to confirm the Juniper Networks resource availability to support the scheduled implementation. 990336 ­ October 2010 Juniper Networks, Inc. Page 2 of 3 Implementation Support - Service Description Document ­ October 2010 4. 4. Provide detailed network change implementation plan and deployment schedule. Provide maintenance window information and any other business or technical constraints. 5. to 5:00 p. m. , local time, Monday through Friday (or as otherwise stated), excluding Juniper Networks observed holidays, unless stated otherwise. Services shall be delivered remotely from an authorized Juniper Networks location unless specified otherwise. Customer understands and agrees that Juniper Networks may, in its sole discretion, subcontract the performance of part of the Service. 6. [. . . ] 1194 North Mathilda Avenue Sunnyvale, CA 94089 USA Phone: 888. JUNIPER (888. 586. 4737) or 408. 745. 2000 Fax: 408. 745. 2100 APAC Headquarters Juniper Networks (Hong Kong) 26/F, Cityplaza One 1111 King's Road Taikoo Shing, Hong Kong Phone: 852. 2332. 3636 Fax: 852. 2574. 7803 EMEA Headquarters Juniper Networks Ireland Airside Business Park Swords, County Dublin, Ireland Phone: 35. 31. 8903. 600 EMEA Sales: 00800. 4586. 4737 Fax: 35. 31. 8903. 601 Copyright 2009 Juniper Networks, Inc. Juniper Networks, the Juniper Networks logo, Junos, NetScreen, and ScreenOS are registered trademarks of Juniper Networks, Inc. All other trademarks, service marks, registered marks, or registered service marks are the property of their respective owners. [. . . ]