Data Sheet JUNIPER CARE SERVICES Description

1 JUNIPER care SERVICESP roduct DescriptionReceive best-in-class traditional 24x7 support. Take advantage of award-winning onlinesupport that is rated one of the ten best Web support sites for an industry unprecedentedsix consecutive years, according to the Association of Support Professionals (ASP). Noother networking company has won more than three consecutive ASP awards. Is maximized network availability a priority for your organization? Is your internal IT staff stretched too thin? Do you need to reduce network-based risk while increasing the value of your networkinvestment? Would you like to reduce your current support costs?If you answered yes to any or all of these questions, you will benefit from JUNIPER CareServices. Experts in achieving network availability levels, our engineers and technicians canhelp your organization meet the most aggressive network demands through operationalsupport that ensures maximum uptime, utility, and DescriptionJuniper care combines traditional 24x7 remote technical support, hardware replacementservices, and online support.

2 More than a simple break-fix service, JUNIPER care helps youmeet network demands with technical and operational support designed to keep yournetwork running reliably, while at the same time protecting your high-performancenetworking investment. Integrate your customer relationship management (CRM)/ticketing systems withJuniper s through a set of easy-to-use and well-defined JUNIPER Support APIs toprovide B2B integration. JUNIPER care improves staff productivity and decreases operational costs throughaward winning 24x7 support and automation Easily migrate to JUNIPER Advanced care or JUNIPER Premium care as your networkgrows and you require more 1: The JUNIPER care SERVICES portfolio allows you to choose the support level that s right for youData Sheet 1 Service OverviewJuniper care SERVICES providerapid response from JuniperNetworks technical serviceengineers and hardwarereplacement options that let youchoose the right timing andresources for your networkneeds.

3 JUNIPER care increasesyour operational effectivenessand lowers operational allows your staff toconcentrate on running thebusiness, not fixing and BenefitsTable 1. JUNIPER care SERVICES Features and BenefitsFeatureFeature DescriptionBenefitTechnical supportGain access to JUNIPER Networks technical support engineers, software updates,online access to our knowledge base, online tools, and hardware a comprehensive range of post-deployment technical support plans to meet thespecific requirements of your network SupportInsightsGain actionable operational health insights across the entire network. Thesolution extends AI-driven support to all Junos devices, providing a superiorcustomer support experience. Improves network performance and uptime. Reduces administrative costs, effort, and the complexity of managing the network. Streamlines network portalDelivers essential, up-to-date support data to users, including support cases,RMAs, install base (assets), service contracts.

4 And notifications specific to thepurchased more personal, proactive , and efficient management of product support APIsProvides an integrated set of fully supported, secure, REST-based JuniperSupport Case APIs. It provides a full system-to-system integration for severalwork processes via an established onboarding duplicating data by integrating customer s support CRM/ticketing system the process and reduces effort since users only need to enter data once intheir CRM/ticketing SoftwareSupport EvaluationTool (JSSET)Offers a secure portal that provides proactive Bug Notifications (PBNs) forJunos software defects based on configurable customer you to known critical/major issues that can impact the devices in your determine the impact on and potential exposure of different Junos DigitalAssistantProvides 24/7 assistance in products, cases, RMAs, software downloads,welcome letter, password help, and knowledge search.

5 Get help and assistance from an AI-based Natural Language Processing (NLP)-enabled 24/7 assistant. Solves common problems without having to open a case or call care EntitlementsSee Table 2 for JUNIPER care entitlements. Select your primary level of support to determine your hardware replacement options and gainaccess to our Customer Support Center (CSC) to access software updates and online post-sales 2. JUNIPER care Entitlements JUNIPER care CoreJuniper care Core PlusJuniper CareNext-Day DeliveryJuniper CareNext-Day OnsiteJuniper CareSame-DayJuniper CareSame-Day OnsiteUnlimited JTAC 24x7 XXXXXXS oftware releasesXXXXXXCSC online E-SupportXXXXXXR eturn-to-factory X Next-business day-advanced replacement parts delivery XX Same-day advanced replacement parts delivery XXOnsite technician X XService APIsXXXXXXS oftware Support Evaluation Tool (JSSET)XXXXXXJ uniper Support InsightsXXXXXXJ uniper also offers Next-Day Ship service level to customers whoare in Brazil, Russia, India and China.

6 Please see the JUNIPER CareService Description Document for all hardware replacement options, please follow JUNIPER s then-current RMA Policy and Procedures which are postedat the defective Field Replaceable Unit (FRU) to a JuniperNetworks-specified RMA return depot locations, which can befound at DepotLocations are subject to change and replacements may be new orrefurbished. Please note that actual delivery times may be affectedby events beyond JUNIPER s reasonable control or by applicableexport or import controls and licensing requirements or by localcustoms AccessWith JUNIPER Networks Technical Assistance Center (JTAC) support,you have unlimited 24x7 access to JTAC engineers by phone andonline. As a single point of contact for all of your support needs,JTAC engineers have extensive experience supporting large-scalenetworks. JTAC engineers can help you diagnose system problems,configure, troubleshoot, and provide work-around solutions.

7 Toensure that JTAC responds as quickly as possible, automaticescalation alerts to senior management are triggered on all ReleasesJuniper Networks provides you with access to all new softwarereleases as soon as they are made available for general care Services2 JUNIPER Support InsightsJuniper Support Insights extends AI-driven support to Junosdevices, giving IT and network operations teams proactive ,operational health insights across their entire networks. Easy to useand secure, JUNIPER Support Insights connects Junos-basedplatforms to the JUNIPER cloud for actionable intelligence that canbe used to optimize the network and streamline networkoperations. Data is collected, correlated with JUNIPER specificknowledge (known defects, contract status, End of Life/Support(EOL/EOS), product knowledge bases, security vulnerabilities), andthen curated into actionable insights. JUNIPER Support Insightsprovides access to a secure portal used to manage deviceonboarding and discovery as well as view operational dashboardsand reports.

8 For details on security and privacy, please refer to theSecurity and Privacy Overview Technical Brief. CSC Online E-SupportThe Customer Support Center (CSC) provides you with self-serviceaccess to JUNIPER s award winning online portal for the information,answers, tools, and service options required to ensure the supportof your network investment. Features within the CSC include, butare not limited to, software downloads, technical alerts andbulletins, RMA requests, and the JUNIPER Networks PortalThe Support Portal is a self-service customer support portaldesigned to be the primary tool for JUNIPER s Customer Serviceorganization. The portal, powered by big-data infrastructure,ensures that the data is accurate and available. It provides up-to-date support information via a user Networks will replace or repair the FRU identified in theJuniper-issued RMA and ship the replacement or repaired FRU, asapplicable, to the Ship-to Address within 10 business days afterJuniper s receipt of the defective FRU at the specified RMA returnlocation.

9 The repaired or replacement FRU may be shipped from aJuniper regional distribution DeliveryJuniper Networks will deliver FRU replacements at the Ship-ToAddress in advance of receiving returned defective hardware onthe next Business Day, provided that the RMA is issued by 3 ,local time (based on ship to address), on a Business Day. If the RMAis issued after 3 , JUNIPER Networks will deliver the replacementFRU on the 2nd Business Day. Next-Day Delivery is subject Networks will deliver FRU replacements to the ship-toaddress, 24 hours a day, 7 days a week, within 4 hours of issuanceof RMA In advance of receipt of defective hardware. Same-Day issubject to final diagnosis of a part failure and replacement authorizationby JUNIPER Networks, a trained service technician is dispatched tothe affected site. Once there, the service technician coordinateswith JTAC and the Customer for final resolution of the problem andthe Customer will return the defective product to JuniperNetworks.

10 JUNIPER Networks Onsite support offerings do notprovide assistance for software troubleshooting or APIJ uniper provides an integrated set of fully supported, secure, REST-based JUNIPER Support Case APIs. It provides a full system-to-system integration for several work processes via an establishedonboarding process. Service API is accessible through anestablished onboarding Software Support Evaluation ToolThe JUNIPER Software Support Evaluation Tool (JSSET) is a secureportal that provides proactive Bug Notifications (PBNs) focused onJunos software defects that may have critical or major serviceimpact. The portal can be used to generate on-demand reports,assess software defects, and evaluate versions of Junos software todetermine the potential impact and FeaturesAutomated InfrastructureJuniper incorporates advanced automation and big data tools withinits support processes to ensure results are achieved quickly andaccurately.