Flexible Services Package - Juniper

Flexible Services Package The Juniper Networks® Flexible Services Package lets you consume Juniper services as part of an overall holistic solution designed to meet your business and purchasing requirements.

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Flexible Services Package

Flexible Services PackageThe Flexible Services Package offers a simplified and flexible way to purchase and configure multiple Juniper services at the time of renewal or when purchasing a new service or product. The Flexible Services Package allows the services solution to be configured and ordered under a single SKU for a single price, streamlining the budgeting, approval, and contract management process for Juniper partners and customers. Here are just a few of the ways FSP adds value to your planning, ordering, and operational processes:

• Bundling multiple services as a single order with a single price as part of a single budget approval process

• Flexibly adding services to meet specific needs and business outcomes

• Holistically evaluating service needs to address diverse end-to-end business requirements

• Reducing the time and effort devoted to contract management

• Simplifying budget planning with a predicable services solution scope and price

Juniper Global ServicesThe Flexible Services Package lets you selectively bundle components from the Juniper Global Services portfolio, depicted in Figure 1. Juniper Global Services is an evolving suite of services which map to customers’ networking requirements and business outcomes.

Juniper Advanced Care and Premium Care Flexible Services Packages If your valuable internal IT networking resources are stretched thin, and your organization demands lower operational costs, faster resolution of product issues, minimal network risk, and optimal network uptime, Juniper recommends two predefined Flexible Services Packages focusing on “Manage” and “Customer Success”:

• Advanced Care Flexible Services Package:

- Juniper Care/Partner Support Services

- Juniper Advanced Care

- Juniper Flexible Services Credit

• Premium Care Flexible Services Package:

- Juniper Care/Partner Support Services

• Juniper Premium Care

• Juniper Flexible Services Credit

Optional services from the menu can be easily added to an Advanced Care or Premium Care FSP, giving you the flexibility to configure and build a solution tailored to your network and business needs.

Small, medium, and large organizations from all market segments are seeking to extract the maximum business value from their technology acquisitions and want to better align their services and pricing with network requirements and spending. Advanced Care and Premium Care Flexible

Figure 1: Customer success is at the heart of all Juniper Global Services through world-class practices and flexible packaging.

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Services Packages satisfy this need by offering a set of standard, value-based features and varying levels of optional services that can be tailored or packaged to meet customers’ networking requirements and desired business outcomes.

As you start your network journey with Juniper, you can invest in Juniper Care, a foundational building block that delivers world-class 24x7 service and support. Juniper Care protects your product investment by offering seven different levels of hardware replacement services and software updates and upgrades.

As your network grows and requirements change, you can easily configure and add a Juniper Advanced Care Flexible Services Package to reduce operational costs and keep the network running at high availability. If you require quick

ramp up and faster response and case closure times, Juniper Advanced Care FSP is a wise choice.

As network complexity grows, along with the need for a more outcome- and customer success-driven experience, you can upgrade to the Juniper Premium Care FSP to deploy more personalized services that proactively manage all aspects of your network, ensuring that your networking and business requirements are always being met.

Figure 2 shows the Flexible Services Package architectural view, including features and positioning.

Juniper Care, Juniper Advanced Care Flexible Services Package, and Juniper Premium Care Flexible Services Package all deliver competitive advantages and compelling customer values and benefits (see the tables below).

Figure 2: Flexible Services Package architectural view

Table 1. Juniper Care Standard Features

Feature Description Benefit

24x7 Technical Support Gain access to Juniper Networks technical support engineers, software updates, online access to our knowledge base, online tools, and hardware replacement options.

Tailor a comprehensive range of post-deployment technical support plans to meet the specific requirements of your network environment.

MyJuniper Use highly customizable customer service portal to see essential, up-to-date support data, including accurate case, contract, and notifications specific to purchased products.

Enable more personal, proactive, and efficient management of product support needs.

Software Support Evaluation Tool Visit this portal to see potential bugs specific to your network. Proactively take action to minimize network disruptions.

Support API—Case API Integrate with a set of fully supported secure Juniper Support Case APIs, providing full case life-cycle management through B2B integration and an established onboarding process.

Avoid data duplication; integration simplifies the process and reduces effort as users only need to enter data once in their CRM/ticketing system.

• 24x7 JTAC HW/SW Support• SW Support Evaluation Tool• Case API Support


• Escalating Mgt. Desk• Onboarding• Custom Reports• Best Practices• Expert-to-Expert Access• Enhanced Response Time


• CFTS (Premium Care Only)• Cloud Certified Customer Lab• Solution Support• Remote Optimization

Consulting Services

• Named Service Manager• Customer Support Plan• Quarterly Reviews• Asset Tracking & Mgt.• Proactive Account Mgt.• Escalation Mgt. Desk• Onboarding• Custom Reports• Best Practices• Expert-to-Expert Access• Enhanced Response TimeJuniper Care

Optional for Fee Services Menu

Flexible Services Credits

JuniperAdvanced Care FSP

JuniperPremium Care FSP

Features and Value

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Table 2. Juniper Advanced Care Flexible Services Package Standard Features






Software Support Evaluation Tool Visit this portal to see potential bugs specific to your network. Proactively take action to minimize network disruptions.



Escalation Management Desk (24x7)

Access 24x7 remote team with dedicated phone number to facilitate all case escalations and ensure that cases reach the next level properly; remote team closes the loop with customers until all escalation requests are completed.

Ensure that your issues are handled and resolved in an efficient manner, keeping your network running smoothly.

Onboarding Assistance Learn guidelines and processes on how best to access Juniper resources.

Collapse the learning curve and quickly build networking expertise.

Customized Reports Get monthly/quarterly customer-specific reports on network installed base, End of Life (EOL) products, cases, and product bug information.

Leverage proactive data delivery to preempt problems before they can occur.

Best-Practice Knowledge Transfer Take advantage of quarterly interactive webinar that shares best practices and use cases with customers.

Acquire knowledge to keep your network running at high availability.

Expert-to-Expert Access Ensure that P1/P2 cases are routed directly to senior support engineers.

Ensure high network availability with faster resolution of high-priority cases.

Enhanced Support Response Times

Enjoy enhanced support response times—P1/P2: 30 minutes; P3: 4 hours; P4: 4 hours

Accelerate case closures and increase network uptime, keeping end users productive.

Flexible Services Credit Redeem credit voucher within 12 months for delivery of services as needed.

Simplify business and reduce administration with only one type of Juniper credit to manage.

Table 3. Juniper Premium Care Flexible Services Package Standard Features






Software Support Evaluation Tool Visit this portal to see potential bugs specific to your network Proactively take action to minimize network disruptions.



Escalation Management Desk (24x7)

Access 24x7 remote team with dedicated phone number to facilitate all case escalations and ensure that cases reach the next level properly; remote team closes the loop with customers until all escalation requests are completed.

Ensure that your issues are handled and resolved in an efficient manner, keeping your network running smoothly.

Onboarding Assistance Learn guidelines and processes on how best to access Juniper resources.

Collapse the learning curve and quickly build networking expertise.

Customized Reports Receive monthly/quarterly customer-specific reports on network installed base, End of Life (EOL) products, cases, and product bug info.

Preempt problems before they can occur with proactive data delivery.

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Best-Practice Knowledge Transfer Take advantage of quarterly interactive webinar that shares best practices and use cases with customers.

Acquire knowledge to keep the network running at high availability.

Expert-to-Expert Access Ensure that P1/P2 cases are routed directly to senior support engineers.

Ensure high network availability with faster resolution of high-priority cases.

Enhanced Support Response Time Enjoy premium support response times—P1: 15 minutes; P2: 30 minutes; P3: 2 hours; P4: 4 hours

Significantly accelerate case closures and increase network uptime, keeping end users productive.

Service Management Work with 8x5 service manager who proactively manages your customer experience with incident management, account management, asset tracking and management, and business review meetings.

Take advantage of customer advocate and single point of contact to manage all service-related issues and entitlements, ensuring that your network and business requirements are met.

Flexible Services Credit Redeem credit voucher within 12 months for delivery of services as needed.

Simplify business and reduce administration with only one type of Juniper credit to manage.

Table 4. Optional Services Menu


Customer-Focused Technical Support (CFTS)

Take advantage of an assigned engineer and highly experienced support team to provide deep technical troubleshooting and extremely fast issue resolution.

Ensure the highest network uptime while greatly minimizing network outages with prompt attention to and resolution of high-priority cases.

Cloud-Certified Customer Lab (CCL)

Validate network deployments virtually—without the cost, complexity, or limitations of a physical lab. Create a new, cost-effective test environment in minutes.

Solution Support Utilize a single point of contact to support all products in the Juniper-approved solution, including authorized third-party products.

Save time and resources resolving problems faster; no need to call multiple vendors or open and track multiple cases.

Remote Optimization Consulting Services

Benefit from a suite of remotely delivered services (see Table 5).

Proactively keep the network running smoothly with remote, cost-effective optimization services.

Table 5. Remote Optimization Consulting Services


Product Issue Impact Review (PIIR) Evaluates the defects that match deployed network profiles and provides assessment and recommendations regarding the potential network impact and risk.

Preempt network outages to keep the network running smoothly.

Software Upgrade Recommendation and Review (SURR)

Reviews customer software requirements, assessment of software upgrade risk, analysis of potential impact, and recommends a target software release.

Minimize network risk, mapping the feature set to network requirements and desired business outcomes.

Product Health Check (PHC)One-Time/Quarterly

Presents recommendations to optimize customer network's health and utilization based on known best practices.

Keep the network running in an optimal state.

Network Implementation Support Provides remote engineering assistance for critical network changes such as migration, software upgrades, and feature rollouts.

Accelerate network features and time to market.

Configuration Analysis and Change Review (CACR)

Analyzes the configuration and features with a focus on scalability, resilience, and efficiency.

Minimize network risk, mapping the configurations to network requirements and planned growth.

Operational Q&A Provides access to Juniper engineers to address any questions or provide additional knowledge transfer assistance required as a follow up to the standard network optimization services delivered by Juniper.

Collapse the learning cycle and enhance ramp-up time.

For additional details, please visit the Service Description at https://www.juniper.net/assets/us/en/local/pdf/datasheets/1000345-en.pdf

SummaryTo learn more about how to best leverage Flexible Services Packages, or how to purchase Juniper Advanced Care and Premium Care Feature Services Packages, please contact your Juniper representative, authorized Juniper reseller, or your assigned Juniper Service Business Manager (SBM).

https://www.juniper.net/assets/us/en/local/pdf/datasheets/1000345-en.pdf

https://www.juniper.net/assets/us/en/local/pdf/datasheets/1000345-en.pdf

Copyright 2020 Juniper Networks, Inc. All rights reserved. Juniper Networks, the Juniper Networks logo, Juniper, and Junos are registered trademarks of Juniper Networks, Inc. in the United States and other countries. All other trademarks, service marks, registered marks, or registered service marks are the property of their respective owners. Juniper Networks assumes no responsibility for any inaccuracies in this document. Juniper Networks reserves the right to change, modify, transfer, or otherwise revise this publication without notice.

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1600104-002-EN Apr 2020

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About Juniper NetworksJuniper Networks brings simplicity to networking with products, solutions and services that connect the world. Through engineering innovation, we remove the constraints and complexities of networking in the cloud era to solve the toughest challenges our customers and partners face daily. At Juniper Networks, we believe that the network is a resource for sharing knowledge and human advancement that changes the world. We are committed to imagining groundbreaking ways to deliver automated, scalable and secure networks to move at the speed of business.

Customer Value

• Add services as needed to meet specific needs and business outcomes• Enhance ease of doing business and simplified procurement of services• Evaluate services needs holistically to address diverse end-to-end business requirements• Bundle multiple services into a single order with a single price within a single budget

approval process• Enable predictable services planning and simpler budget planning with a predictable

services solution scope and price• Reduce time and effort required for contract management

Figure 3: Advanced Care and Premium Care Flexible Services Packages deliver significant business value.

Flexible Services Package - Juniper

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