Juniper RESIDENT ENGINEER User manual
DATASHEET
1
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
2
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 eort 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, soware, 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
3
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.
4
1000325-002-EN Oct 2010
Copyright 2010 Juniper Networks, Inc. All rights reserved. Juniper Networks, the Juniper Networks logo, Junos,
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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