User manual JUNIPER NETWORKS JUNIPER CARE SERVICE DESCRIPTION DOCUMENT 10-2010

[. . . ] Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 © Juniper Networks, Inc. Juniper Care­ Service Description Document ­ October 2010 1. Introduction Juniper Care Services ("Services") are described in this Services Description ("SDD"). The Services are rendered by Juniper directly to the end user of Juniper Networks products (the "End User"), which End User is identified by name and address in the order for the Services (whether placed by an authorized J-Partner or otherwise). [. . . ] Nothing under this subheading "Software Releases" shall be construed as expanding or otherwise altering the scope of Permitted Use of End User with respect to any Release, Major Release or Update beyond the scope of End User's Permitted Use rights with respect to the End User's unit of Perpetual License Software covered under the End User Support contract. · Online Tools The CSC provides self-service access to Juniper Networks' award-winning online portal for the information, answers, tools, and service options that End User needs to support its customers' network investment-- whenever, wherever End User chooses to log in. Offerings include, but are not limited to, software downloads, technical alerts and bulletins, RMA requests, and the Juniper Networks Knowledge Base. Use of online tools is subject to the following: End Users shall have personal, non-transferrable, non-sublicensable, non-exclusive access during the term of the EUSA to Juniper Networks' online Customer Support Center (CSC) (currently at the URL: http://www. juniper. net/support) subject to limited use terms posted at such site, all solely for End User's internal use in support of its Juniper Networks Product covered under Juniper Networks Care Services Contract. Juniper Networks reserves the right in its discretion to limit or prohibit access by any End User that Juniper Networks believes may give rise to violation of such export control laws or regulations or any other violation of Juniper Networks' rules or the limited use terms identified above. · Hardware Repair/Replacement Options · Return-to-Factory With this option, End User may return a defective Juniper Networks product to a Juniper repair facility where it is replaced or repaired within 10 business days. The 10-business-day period begins upon receipt of the defective unit by Juniper at a Juniper repair facility. . · Next-Day (not available in all jurisdictions) The Next-Day option means that Juniper Networks delivers advance replacements for defective hardware on the next business day for replacement requests placed by 3 p. m. Service Now and Junos Space provide service automation capabilities for detecting network issues and collecting diagnostic information on Junos-based devices. As part of the Juniper Care Service, Juniper Networks will grant to End User a personal, non-exclusive, nonsublicensable, non-transferrable license, during the term of the Care Services contract, to Junos Space / Service Now software for End User's Internal Use, subject to the terms of the EULA, for Supported Juniper Product, such license to last through the expiration of the term of the Care Services contract covering such product. The following is a more detailed description of the Service Now software application features: · Automated Incident Management This feature provides the user the capabilities to automatically detect, analyze, troubleshoot and report incidents on specific device events. Juniper Networks will provide the following deliverables as part of this feature: · Access to knowledge and software components required in the setup of Service Now. The user guide can be found at http://www. juniper. net/support/products/space/ Ongoing access to latest incident driven Advanced Insight Scripts (AI-Scripts). AI-Scripts help detect, collect and report relevant diagnostic data as specific events happen and trigger automatic event alerts for the user's operations staff. The types of events that AI-Scripts currently support focus on device operation (i. e. not networks or interfaces) and generally fall into one of three categories: · · · Hardware failures Software failures Issues caused by resource exhaustion · Examples of specific events that are covered are ASIC errors, daemon crashes and memory allocation issues. New AI-Scripts are continuously being developed and made available to the user on an ongoing basis. AI-Script does not cover events outside the scope of the above categories such as reboots, card swaps, loss of power, cable disconnects. · Capability to select and report specific events that are detected by AI-Script to Juniper Networks. The cases will be automatically populated with relevant device and incident information. End User can also receive case update notification alerts automatically. Juniper Networks, Inc. Page 5 of 7 990331 ­ October 2010 Juniper Care­ Service Description Document ­ October 2010 · · Capability to manage automated incident management infrastructure via Junos Space platform including assigning resource and generating case summary by product, organization, and defect. As specific events occur on Junos OS-based products in your network, incident-driven AI-Scripts detect, collect, and report relevant diagnostic data and send to JSS that can help JTAC engineers to handle any reported case efficiently by providing necessary software and hardware configurations. · Inventory Management Assistance This feature enables End Users to automatically collect and record the most up-to-date device inventory information for all devices managed by Service Now. Juniper Networks will provide the following deliverables as part of this feature: · Infrastructure to automatically collect and record the most up to date device inventory information such as device name, software version, platform, serial number, chassis inventory details for all devices managed by Service Now. [. . . ] Glossary · Advanced Insight Scripts: AI-Scripts are written by Juniper Networks JTAC experts and when installed on JUNOS devices, work within the JUNOS software to intelligently collect and create discrete packages of incidentbased and intelligence-based data and information. Advanced Insight Scripts can securely transfer via a secure protocol such as Secure FTP (SFTP) a Juniper Message Bundle containing collected data for further processing. Juniper Support Systems (JSS): it is located within Juniper Networks premises and uses Juniper Networks knowledge base, engineering expertise, and specialized tools, to resolve incident cases that you open using Service Now. JTAC: Juniper Technical Assistance Center RMA: Return Materials Authorization Case: a service request generated by the Customer related to an incident. · · · · Corporate and Sales Headquarters Juniper Networks, Inc. [. . . ]