Juniper RESIDENT ENGINEER User manual

DATASHEET

The Resident Engineer provides organizations with the flexibility to use Juniper expertise

when and where it most benefits operations, without having to hire additional resources.

Additionally, it allows you to personalize the support provided to assure that your network

continues to scale and evolve based on your organization’s unique requirements and

operational needs.

Service Description

Juniper Networks Resident Engineers are available for annual onsite engagements and

provide highly customized operational assistance to your organization. Bringing the most

specialized skills in the industry to your company, the Resident Engineer focuses on all

technical aspects of your Juniper Networks products. Because they work daily alongside

your staff at your location, Resident Engineers become intimately familiar with your unique

processes and requirements, your network’s specific configurations and challenges, and

your staff’s strengths and limitations. Thus, your Resident Engineer can help you avoid many

network issues before they arise—and is fully prepared to help resolve issues quickly when

they do occur. The Resident Engineer also assists with deployment of Juniper Networks

equipment, post cutover activities, and day-to-day operations for larger networks.

Typical Resident Engineer activities include:

• Analyzing network configurations

• Assisting with network inventory tracking and management to support the network

• Testing Juniper Networks product features and functionality

• Providing weekly updates on work in progress and current issues

• Providing informal technical and product workshops

• Troubleshooting the network and supporting operations

• Developing network and equipment operating procedures

• Evaluating technical specifications for interoperability

Product Overview

Whether your organization competes

in today’s highly competitive and

dynamic market, or provides high value

public services, there is tremendous

pressure on your IT sta to continuously

adapt and scale your network so that

it realigns and evolves with business

initiatives. To accomplish this, sta

members must maintain their

expertise in a constantly growing list of

technologies and vendor products. The

ability to keep abreast of these rapidly

evolving technologies, while attempting

to deploy new network capabilities and

resource intensive network adaptation,

can strain internal resources, cause

costly network downtime, and impede

time-to-value for your network

investment.

RESIDENT ENGINEER

Table 1: Features and Beneﬁts

FEATURE FEATURE DESCRIPTION BENEFIT

Network troubleshooting and

operations support

Assists your operations sta with hands-on technical

issues with Juniper Networks products and technologies,

as well as other equipment in your network

• Minimizes downtime and reduces operational costs to

accelerate revenue generating activities

• Helps avoid end user service-level agreement (SLA)

penalties

Inventory tracking and

management support

Assists your operations sta with tracking and managing

the network equipment inventory

• Ensures consistent and accurate knowledge of all

network assets and their locations

• Provides quality data to ensure accurate and timely

change management

Testing of Juniper Networks

product features, functionality,

and interoperability

• Ensures that your Juniper Networks products integrate

and operate smoothly with equipment from other

vendors

• Helps your organization introduce and take advantage

of new technologies and features

• Helps accelerate restoration time and minimize

downtime

• Accelerates deployment and availability of new services

and applications

• Speeds rollout of innovative and new ventures

Informal technical and product

workshops

Provides your sta and business users with informal and

onsite transfer of information

• Accelerates readiness of employees, suppliers, and

partners

• Improves workforce productivity

Developing standard network

operation and equipment

operating procedures

• Brings an understanding of best practices to proactively

prevent issues that other customers have experienced

• Uses knowledge of your network to assist in

development and implementation of standard

operating procedures and practices

• Delivers unbeatable competitive advantage

• Optimizes value of high-performance networking to

meet constantly evolving business environment

Table 2: Service Speciﬁcations

JUNIPER RESPONSIBILITIES CUSTOMER RESPONSIBILITIES

Juniper Networks will:

• Establish a scope of eort for the Resident Engineer to assist the

customer with network operations related activities

• Recruit and place the appropriate Network Engineer

The Resident Engineer will:

• Work onsite at your location

• Focus on network troubleshooting and operations support along with

network and conﬁguration analysis

• Assist with network inventory asset management and tracking

• Assist in testing Juniper Networks products, features, and functionality

• Oversee, monitor, and track open trouble tickets, return material

authorizations (RMAs), and open bug reports

• Conduct informal technical and product workshops with your internal

support teams

The customer will:

• Provide a suitable work environment for the Resident Engineer including

all required hardware, soware, and facilities access; qualiﬁed personnel

including project management; and supporting resources to accomplish

objectives deﬁned in the scope of work

• Provide access to the Internet, your network, and all required and

requested data needed to accomplish objectives deﬁned in the scope of

work

Juniper Networks Services and Support

Juniper Networks is the leader in performance-enabling services

and support, which are designed to accelerate, extend, and

optimize your high-performance network. Our services allow

you to bring revenue-generating capabilities online faster so

you can realize bigger productivity gains and faster rollouts of

new business models and ventures. At the same time, Juniper

Networks ensures operational excellence by optimizing your

network to maintain required levels of performance, reliability, and

availability. For more details, please visit www.juniper.net/us/en/

products-services.

Ordering Information

The Juniper Networks Resident Engineer can be ordered using

the part number identified in the table below. A statement of

work (SOW) will be established outlining the scope of effort to

be performed. A Juniper Care or Juniper Care Plus active support

contract is required before you can purchase this service.

PART NUMBER DESCRIPTION

PRO-RE-12MNT Resident Engineer 12 Months

About Juniper Networks

Juniper Networks, Inc. is the leader in high-performance

networking. Juniper offers a high-performance network

infrastructure that creates a responsive and trusted environment

for accelerating the deployment of services and applications

over a single network. This fuels high-performance businesses.

Additional information can be found at www.juniper.net.

1000325-002-EN Oct 2010

NetScreen, and ScreenOS 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.

EMEA Headquarters

Juniper Networks Ireland

Airside Business Park

Swords, County Dublin, Ireland

Phone: 35.31.8903.600

EMEA Sales: 00800.4586.4737

Fax: 35.31.8903.601

APAC Headquarters

Juniper Networks (Hong Kong)

26/F, Cityplaza One

1111 King’s Road

Taikoo Shing, Hong Kong

Phone: 852.2332.3636

Fax: 852.2574.7803

Corporate and Sales Headquarters

Juniper Networks, Inc.

1194 North Mathilda Avenue

Sunnyvale, CA 94089 USA

Phone: 888.JUNIPER (888.586.4737)

or 408.745.2000

Fax: 408.745.2100

www.juniper.net

Printed on recycled paper

To purchase Juniper Networks solutions,

please contact your Juniper Networks

representative at 1-866-298-6428 or

authorized reseller.

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