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

[. . . ] Juniper Care Plus Service Description Document ­ October 2010 Table of Contents 1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Eligibility and Purchasing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Features and Deliverable Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [. . . ] · A reduction in capacity or traffic handling capability such that expected loads cannot be handled. · Any loss of safety or emergency capability (e. g. , 911 calls) . Major: problems that seriously affect system operation, maintenance and administration, etc. , and require immediate attention. The urgency is less than in critical service impact situations because of a lesser immediate or impending effect on system performance, End Users and the End User's operation and revenue such as: · · · Reduction in any capacity/traffic measurement function. · 2) On-demand End of Life (EOL), End of Service (EOS), End of Engineering (EOE) report This feature provides the End User ability to automatically pull EOL/EOS/EOE reports that match with the End User's Junos-based Juniper Networks Products (including purchasable field replaceable units (FRU's). The report is generated based on Juniper Networks official EOL/EOS/EOE announcements. The key deliverables consist of: 990332 ­ October 2010 Juniper Networks, Inc. Juniper Networks Training Credits provide a convenient and easy way to get the top-quality training to optimize their Juniper Networks investment. Juniper Networks Education Services delivers the knowledge End Juniper Networks, Inc. Page 5 of 10 990332 ­ October 2010 Juniper Care Plus ­ Service Description Document ­ October 2010 Users need to operate and maintain successful networks. The following criteria apply to the training credits usage: o Juniper Networks Credits can be used for publicly available open enrolment instructor-led, private or onsite training and E-Learning courses and certification exam vouchers only. o Juniper Networks Credits are redeemable at Juniper Networks Education Centers or any participating Juniper Networks Authorized Education Center (JNAEC) worldwide. o Juniper Networks Credits are valid for ONE (1) year from the purchase date of the Juniper Networks Care Plus contract. The End User is entitled to 100 training credits if the pricing band purchased is band 1, band 2 or band 3 and 200 training credits if the pricing band purchased is band 4, band 5 or band 6. If pricing is custom, then the training credits will be custom per contract. 3. 5. Consulting Credits Under the Services, Juniper Networks makes available to the End User the number of Consulting Credits calculated below. Consulting Credits will be applied against any of set of pre-packaged network optimization consulting services offerings ("Consulting Services Offerings"), each of which has assigned to it a set number of Consulting Credits. Juniper reserves the right to modify, add or delete Consulting Services Offerings at any time; provided, however, that any such change shall have no effect on Consulting Services Offerings that an End User has ordered prior to the effective date of such change. The End User can choose from a menu of pre-set services that include the following: · Standard Offering o Configuration Analysis and Change Review o Design Change Review o Feature Rollout and Change Review o Network Change Plan Review o Implementation Support o Product Issue Impact Review o Software Upgrade Recommendation and Review o Product Health Check Access to Subject Matter Expert (Q&A): answer End User's questions related to the standard offerings · The End User will be entitled to five (5) Consulting Credits if the Care Plus pricing band purchased is 1, 2 or 3, and ten (10) Consulting Credits if the Care Plus pricing band purchased is 4, 5 or 6. If the pricing is custom, then the quantity of Consulting Credits will be customized per contract. To take advantage of these Consulting Credits they must be consumed no later than the expiration date of the one year term of the Care Plus contract. The actual delivery time required is subject to End User specific requirements and Juniper Networks resource availability. [. . . ] Advice Juniper of any Information Juniper may reasonably request about the execution of the Services throughout the delivery of Services. If third party participation and co-operation is required in order for the End User to perform the End User responsibilities, End User shall be responsible for getting such participation and cooperation. End User shall provide written notice to Juniper Networks as soon as it becomes aware or has reason to believe that End User will not meet any of the End User responsibilities. · · · · · 5. Availability · These Services are available (excluding countries listed in Group E under the US Export Administration Regulations (currently, Cuba, Iran, North Korea, Sudan and Syria) and any other countries as to which the furnishing of such Services may be prohibited); provided, however, that certain advance replacement and onsite services are not available in certain countries. [. . . ]