Juniper Day 2016 Praha, 25.5.2016 Dmitry Kulikov, Juniper Networks

1. Juniper Services
and Support
Realize the Network that Knows Your Business
Dmitry Kulikov
Services Business Manager

2. Service Offerings across the Lifecycle
Juniper Education
Offerings
Customer
Lifecycle Plan Build
Assessment
Design
Deployment
Migration
Juniper Professional Services
Operate
Maintenance
Optimization
Juniper
Optimum
Care
Juniper
Care
Juniper
Care
Plus

3. Maintenance + enhanced services
OPERATE

4. Maintenance + enhanced services
Installed Base growth
Personalization
Basic support
Reactive device support
(Juniper Care)
Advanced support
Proactive network support
(Juniper Care Plus)
Expert support
Mission critical
(Resident resources, FTS)

5. Juniper Networks Worldwide Technical Support
Centers
200+ Authorized Support Partners 315+ Logistic Depot Locations1,800+ Support Personnel
JTAC Support Centers
Authorized Support
Partners
Global Logistics
Depots
Innovation in Enabling
Customer Success in
Support Services

6. Juniper Care – components
24x7x365
access to the
technical support
(JTAC)
Access to
software
upgrades and
updates
Choice of
hardware
replacement
options – from
some days to 4
hours delivery
Automation
software -
Service Now
and Service
Insight
Online access;
knowledge
base

7. Components
Juniper Care
Core Core Plus Adv Replacement Next-Day Same-Day
Technical support JTAC 24x7 + + + + +
Software upgrades and updates + + + + +
Online support portal + + + + +
Service Now / Service Insight + + + + +
Online access to knowledge database + + + + +
Hardware replacement option -
Replacement shipped
(central depot) within 10
business days after
Juniper’s receipt of the
defective FRU
Advanced
replacement
shipped (central
depot) within 5
business days
Next-Business-
Day Advanced
Replacement
Parts Delivery
Same-Day
Advanced
Replacement
Delivery
Onsite-engineer - - - Possible Possible
Service codes
PAR-SUP
SVC-COR
PAR-RTF
SVC-CP
PAR-AR5
-
PAR-ND(CE)
SVC-ND(CE)
PAR-SD(CE)
SVC-SD(CE)
Juniper Care packages

8. JTAC structure and normal Case flow
EMEA
Level 1 - TAC
AMER APAC
Level 2 - TAC
Level 3 - TAC L3 TAC EMEA L3 TAC AMER L3 TAC APAC
L2 TAC AMER/APAC
L1 TAC AMER/APAC
JCARE CASE
P3
P4
P1
P2
ENGINEERING GROUP 1 ENGINEERING GROUP 2 ENGINEERING GROUP 3

9. Juniper Standard Warranty
• 1 year on hardware, 90 days on software media
• Hardware replacement:
• No troubleshooting, no telephone support
• Open Case on Web
• Return to Factory ONLY
• 20-day turnaround (arrival date at repair centre  ship out date to customer)
• No “temporary” replacement (“advance replacement”)
• For details see http://www.juniper.net/support/warranty/

10. Warranty ≠ Support contract
Components Support contract Standard warranty
Technical support JTAC 24x7
Software upgrades and updates
Advanced replacement
Automation Software
Service Now и Service Insight
Online access; knowledge base

11. Juniper Service and Support – Business Policies
• Lapse in coverage – back charges and reinstatement fees to be applied.
• Minimum contract term – 12 months. Co-terming is possible.
• Same Site Support - same level of support coverage for all like products at a
specific site location. Same level support for chassis + cards.
• Downgrade – no. Upgrade – yes.
• End of Support Policy.
• Multiyear discounts.

12. Juniper Care Plus – advances support
Service manager
Single Point of contact
for all service related
activities. Manages all
entitled delivery
services direct from
you to Juniper
Expert2Expert
Provides direct
access to senior
Juniper engineers for
all Priority 1 and
Priority 2 issues on a
24x7 basis
Advanced Services
credits
Custom and tailored
services through
credits
Training credits
Direct access to
knowledge transfer
through webcasts
and instructor-led
training

13. EXPERT TO EXPERT Case Flow JCP
EMEA AMER APAC
E2E L3 TAC EMEA L3 TAC AMER L3 TAC APAC
L2 TAC AMER/APAC
L1 TAC AMER/APAC
P3
P4
ENGINEERING GROUP 1 ENGINEERING GROUP 2 ENGINEERING GROUP 3
P1
P2
JCP

14. Expert Services
Resident engineer
An on-site engineer
providing technical
assistance in operational
activities
Resident consultant
An on-site consultant
providing customized network
architecture and design
assistance
Focused technical support
A designated team of senior
Juniper engineers with
extensive experience -
personalized support of the
complex networks

15. Case Flow – ACS + FTS
L3 TAC EMEA L3 TAC AMER L3 TAC APAC
L2 TAC AMER/APAC
L1 TAC AMER/APAC
FTS
ENGINEERING GROUP 1 ENGINEERING GROUP 2 ENGINEERING GROUP 3
Remark:
 FTS option per product line ACS
E2E
P3
P4
P1
P2

16. Juniper’s Automated Support and Prevention:
A dual focus support automation solution
Reactive
Automated support
processes for
incident
identification and
resolution
Proactive
Targeted product
insight reporting for
awareness,
inventory, issue
identification, and
planning
Juniper’s Automated Support and Prevention (ASAP) solution is a collection of applications,
tools, and processes that utilize Juniper’s expertise to automatically resolve product issues,
prevent outages, provide insights, and increase productivity for customers.

17. Service Automation
Bringing in a new wave of efficiency
SERVICE NOW
Fault and Case
Management
On-Device, Script-Based
Failure Monitoring
Lights-Off Incident
Creation With JTAC
Streamline Operations
Reduce MTTR
SERVICE INSIGHT
Targeted End of
Life/Service Analysis
Proactive Bug
Notification
Automated
Impact Analysis
Minimize Downtime
Provide Expert Insight

18. Support Automation:
Rapid Problem Resolution
Metric (Days) Standard Case
Performance
Service Now Case
Performance
Improvement
FDR
First Day Resolution 56% 68% 21%
MTTCxE
Cases resolved without
escalation
5.5 2.7 103%
Permanent Fix
Customer Has a
Solution More Quickly
25.1 11.6 54%

19. Operate
Professional Services
Plan Build

20. Juniper Professional Services
Enabling our customers and partners to
achieve the full economic value from the
network by helping them assess, design
and deploy their Juniper solution
~200 senior-level PS consultants located around
the world
Average of 10+ years experience in Service Provider
& Enterprise networking
Extensive expertise with routing, switching, mobile,
core/edge, and security
Expertise across multiple industries including FSI,
Healthcare, Government, Communications
Global Centre of Excellence and Testing functions
to support customer projects
200+ Authorized
Support Partners
340+ Logistic
Depot Locations
1,800+ Support
Personnel
Supported by:

21. Why engage PS
 Customer research is telling us that they want Vendor support as they deal in more complex initiatives.
 PS increases the likelihood of success and reduce TTV addressing the key CxO challenges.
 Market research shows that the fastest growing accounts have significant PS attached

22. Example of PS activities
Customer Need Offering Description Features
Consult Business Planning Current and future state network
assessment with benchmarks and
technology roadmap
• Business Case
• Use Case
• Benchmarking
• Program Development
Network Design Detailed network design to enable the
path to software defined networking
and virtualization
• Design
• Technology roadmap
• Requirements Development
Adopt Pilot / Field Trial Testing and implementation for pilot
program to confirm performance and
operations
• Lab test
• Implement
• Configure
• Validate
Jump Start Provide deep expertise to integrate
multi-vendor assets and effectively
deploy network
• Implement
• Configure
• Validate
• Educate
Enhance Turnkey Integrate technology within legacy
environment and optimize testing and
service provisioning to reduce cycle time
and complexity
• Implement & Integrate
• Validate
• Automate
• Manage
Turnkey (migrate) Provide deep expertise to migrate use
cases and applications from traditional
hardware networks to software enabled
infrastructure
• Implement & Integrate
• Validate
• Automate
• Migrate
• Manage
Tailor Custom SOW Develop SDN applications to enable
customer business outcomes
• Dev Ops
• Customize
• Co-Develop
Professional
Services
Consult
Adopt
Enhance
Tailor

23. Examples of Juniper Automation PS projects
APAC Service Provider
Challenge: Port by Port M to MX Migration Tool to migrate 34 M320s
Solution: Tool that creates and applies the Configuration to the MX based on current M320 port information
Results: $1.5 Million savings with migrations. Saved countless hours and eliminated configuration migration errors.
US Restaurant Chain
Challenge: 3,000+ Device Refresh
Solution: Web-based one touch Dashboard with template integration into customer’s system for initial configuration
Results: System fully tested and implemented. System to be used for all future initial configurations.
Major Financial Institution
Challenge: Automated Data Center Turn-up
Solution: Fully integrated system for the Turn-Up, Testing and Validation of New Data Centers
Results: System fully tested and implemented. Tests now take 30 minutes to complete instead of 4 days!!

24. PS Credits
PS Credits – an easy way to buy PS services prior to engagement
requirements being identified.
Examples of the types of engagements that may be purchased with the credits include:
• Assessments – designed to help customers understand the networking options available and to plan their
technology roadmap.
• Design Services – to assist customers with the creation of network design and design validation.
• Deployment Services – to ensure that customers install, configure and integrate their new network into the
existing environment.
• Migration Services – to help customers plan and execute the move from their existing network to the new
Juniper network.

25. Operate
Education services
Plan Build

26. • Product and
solutions training
• Range of training
modalities
• Prescriptive Training
• Flexible purchase options
• Deep solution expertise
• Extensive real-
world experience
• Rigorously screened
Authorized Education
Partners (JNAEPs)
• Systems and
infrastructure
• Hands-on lab
environment
• Instructor-Led
Online training
• Multi-track
• Multi-tier
• The ultimate
demonstration of
Juniper Networks
competency
Comprehensive
Curriculum and
Training Services
Certified
Instructors
Seamless
Learning
Experience
World-Class
Certification
Program
A Wide Range of Education Services
Customers gain the most value from their high performance networks.

27. Juniper’s Customers
…our customers expect — and require — exceptional service
100% BUSINESS-TO-BUSINESS MODEL
99 of Global
Fortune 100
companies have
deployed Juniper
+ 630 US
government
agencies have
deployed Juniper
100% of top
service providers
in the world have
deployed Juniper
7/8 of world’s
largest stock
exchanges have
deployed Juniper
Juniper secures
+86% of smart
phone traffic
in the US
All top five social
media companies
have deployed
Juniper
99 100% 630 7/8 +86% 5

28. Thank you
Dmitry Kulikov
Service Business Manager
E-mail: dkulikov@juniper.net
JTAC / Customer Care
Tel: +1-408-745-9500
Web: www.juniper.net/cm/

29. BACK UP slides

30. • JTAC / Customer Care Case Manager
http://www.juniper.net/cm/
• Licensing Tool
https://www.juniper.net/lcrs/license.do
• Entitlement Tool
http://tools.juniper.net/SerialNumberEntitlementSearch/
• Update install base
https://www.juniper.net/customers/csc/management/updateinstallbase.jsp
• EOL products
https://www.juniper.net/support/eol/
• JTAC user guide
https://www.juniper.net/us/en/local/pdf/resource-guides/7100059-en.pdf
• EUSA – End User Support Agreement
https://www.juniper.net/support/guidelines/990239.pdf
Useful tools and links

31. PARTNER
SUPPORT
ADVANCED
CUSTOMER
SUPPORT
PREMIUM
PARTNER
ENABLEMENT
JUNIPER
CARE
JUNIPER
OPTIMUM
CARE
Delivery Models
High Partner TouchHigh Juniper Touch
End Customer
PARTNER BRANDED SERVICE & SUPPORT
JUNIPER
CARE
PLUS
NETWORK
PRODUCTIVITY
SERVICE
Authorized Juniper Resellers
SVC PAR