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Juniper Services and Support

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Juniper Day 2016
Praha, 25.5.2016
Dmitry Kulikov, Juniper Networks

Published in: Technology
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Juniper Services and Support

  1. 1. Juniper Services and Support Realize the Network that Knows Your Business Dmitry Kulikov Services Business Manager
  2. 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. 3. Maintenance + enhanced services OPERATE
  4. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 19. Operate Professional Services Plan Build
  20. 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. 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. 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. 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. 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. 25. Operate Education services Plan Build
  26. 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. 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. 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. 29. BACK UP slides
  30. 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. 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

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