Custom Software Support Service

Service Descripon

CUSTOM SOFTWARE

SUPPORT SERVICE

Introducon

This Service Descripon Document (“SDD”) describes the Juniper Custom Soware

Support Service (“Services”) that Juniper makes available for purchase by end users

of Juniper products (“End User”) directly or through its authorized resellers and

distributors. The Services provide annual support for “Custom Soware,” which is

dened as a soware-based soluon that has been designed, developed, and tested

by Juniper Networks® Professional Services and delivered as a specic project

deliverable that is part of a Statement of Work (SOW).

The Services are subject to the terms of this SDD and of the Juniper Networks End

User Support Agreement (a copy of which is posted at www.juniper.net/support/

guidelines.html), or another wrien master services agreement signed by Juniper

Networks and the End User and covering, within its scope, the terms and condions

under which Juniper will render support and maintenance services (herein, the “End

User Services Agreement” or “EUSA”).

All license terms for the Custom Soware provided by Juniper as part of the

Services are subject to the Juniper Networks Script Soware License Agreement, a

copy of which is posted at hps://www.juniper.net/support/legal/scriptlicense/ (or

another wrien master license agreement signed by Juniper and the End User and

covering, within its scope, the terms and condions under which Juniper will provide

soware and soware updates and releases).

In the event of any conict between the terms of this SDD and those of the EUSA

or Juniper Networks Script Soware License Agreement, the terms of the EUSA and

Juniper Networks Script Soware License Agreement shall take precedence. Unless

otherwise stated in this SDD, capitalized terms used in this SDD will be as dened

in the EUSA.

Eligibility, Purchasing, and Prerequisites

The Services are available for purchase only (i) by certain qualied End Users

solely for their own internal use and (ii) by Juniper authorized resellers or by

Juniper authorized distributors solely for resale to the End User idened by name

and address in such authorized reseller’s purchase order. The Services must be

purchased for a xed term lasng at least twelve (12) months unless otherwise

agreed to by Juniper for the purposes of co-terming an End User’s mulple Service

Contracts. Any such purchased commitment by Juniper to provide Services is

referred to herein as a “Juniper Service Contract.” Prerequisites are a Design

Document and a Test Plan. Juniper and the End User must agree to the content for

both. If neither document exists, or if the current documents require updang, they

must be created or updated at addional expense.

Contents

Introducon ...................................1

Eligibility, Purchasing, and

Prerequisites ...................................1

Services Features and Deliverable

Descripon .....................................2

End User Responsibilies .............2

Availability ....................................... 3

Scope................................................3

Exclusions ........................................3

Customer Services Policies ..........3

Custom Soware Support Service

Services Features and Deliverable Descripon

Juniper will use commercially reasonable eorts to provide

the End User with the Services. The Services comprise access

to Juniper Technical Support engineers who will diagnose a

Custom Soware issue or outage and restore the applicaon

back to working order.

The Services as described in this document are an annual

maintenance contract that can be renewed each year, and

are only applicable to custom soware developed by Juniper

Professional Services. The Services include break-x work only

and soware patches and updates.

JTAC Access

With Juniper Technical Assistance Center (JTAC) support, the

End User will have unlimited access to JTAC engineers by

phone and online 24/7/365. JTAC Technical Support engineers

will diagnose a custom soware issue or outage and restore

the applicaon back to working order, generate workaround

soluons using reasonable commercial eorts, or provide a x

to a discovered defect. Automac escalaon alerts to senior

management are triggered on all priority issues. Customers will

be noed of the availability of a patch or update by JTAC.

For details on JTAC support center structure, how to access

JTAC support, JTAC response me guidelines, problem reporng

and escalaon procedure, case workow, and customer

communicaon guidelines, please refer to the JTAC User Guide.

Online Support

During the term of the Juniper Service Contract, Juniper

provides End User with self-service access to the Juniper

Customer Service Center (CSC) online portal, which provides

informaon, answers, tools, and service opons for the End

User’s use in supporng supported Juniper product. Oerings

include, but are not limited to:

• Online case management: Create new cases, check

the status of exisng cases, update cases with new

informaon, search by case numbers, and search by End

User’s own internal case reference numbers.

Soware Patches and Soware Updates

During the term of the Juniper Service Contract, soware

patches and soware updates for the End User Soware are

included, if necessary, to restore system funconality and are

ed to the specic code release that the End User accepted.

End Users will be noed of the availability of a patch or update

by JTAC.

Soware Patch means minor modicaons to the Custom

Soware to address a specic problem and help restore the

system.

Soware Update means a release to the Custom Soware or

its underlying component parts (such as a soware library)

comprising primarily error correcons (a collecon of soware

patches) to the Custom Soware, somemes also referred to

as “maintenance releases.” Soware Updates do not typically

include any new or addional features beyond what was

provided in the latest available Soware Upgrade.

Please note that a custom soware upgrade or enhancement

is not included, but can be purchased separately from Juniper

Professional Services. A Soware Upgrade means a release

of the supported soware that may contain new features or

enhanced funconality.

Please note that a Juniper Networks Junos® operang system

upgrade or enhancement is not included, but can be purchased

separately from Juniper Professional Services.

Version Control

The Services are ed to a specic release of code. If the End

User changes the version that was agreed upon, then Juniper is

not obligated to provide the Services.

End User Responsibilies

• The End User will provide Juniper or its authorized service

representave with access to the aected network

environment, and will assign a technical contact for

Juniper.

• Furthermore, if Juniper determines that its technical

personnel need access to the End User’s network in order

to remotely diagnose a problem, End User will ensure that

Juniper personnel have the necessary level of authorized

access to such network. The End User has the right to

observe such access.

• The End User will implement any Soware Patches and/or

Soware Updates as directed by JTAC sta and/or Juniper

Professional Services sta.

• The End User will properly train support engineers in the

use and applicaon of the Custom Soware.

• The End User’s support engineers must be procient in

the operaon of the Custom Soware and be able to

perform basic hardware and soware conguraon and

troubleshoong. All communicaon to Juniper engineers

of customer issues and responses will be conducted in

English. End User shall pay for support rendered by Juniper

due to modicaons not authorized by Juniper at Juniper’s

then prevailing rates for me and materials.

• The End User shall inform Juniper about any role changes

or the resignaon of its support engineers so that their

individual CSC accounts can be modied/deacvated as

needed.

Custom Soware Support Service

• Without prior nocaon, Juniper is not responsible for

modifying or terminang the CSC-Portal accounts which

belong to End User’s employees who change roles or

resign from their posions.

• The End User will protect and back up the data and

informaon stored on the computers/servers on which the

Custom Soware is used, and conrm that such data and

informaon is protected and backed up before contacng

JTAC for support. Juniper is not responsible for lost data or

informaon in the event of errors or other malfuncon of

the soware or computers/servers on which the Custom

Soware is used.

• The End User will provide informaon on the current

conguraons and current soware releases running in

the network as and when requested by Juniper in order to

provide the service deliverables menoned in this oering.

• The End User will provide access to servers, equipment,

informaon, logs, infrastructure, and resources needed for

the delivery of the Services.

• The End User will ensure that the requirements idened

to enable the proper working of the Juniper soluon

are in place. These requirements may be documented in

the product documentaon or user guides, or addional

recommendaons communicated by the Juniper team from

me to me for proper delivery of Services.

• The End User will provide Juniper with any informaon

Juniper may reasonably request about the execuon of

the Services throughout the delivery process. If third-

party parcipaon and cooperaon is required in order

for the End User to perform their responsibilies, the End

User shall be responsible for geng such parcipaon

and cooperaon. End User shall provide wrien noce

to Juniper as soon as it becomes clear or there is reason

to believe that the End User will not meet any of their

responsibilies.

Availability

These Services are available worldwide (excluding countries

listed in Group E under the U.S. Export Administraon

Regulaons [currently, Cuba, Iran, North Korea, Sudan, and

Syria] and any other countries as to which the furnishing of such

Services may be prohibited), provided, however, that certain

advance replacement and onsite services are not available in

certain countries. Services are available for a minimum xed

duraon of twelve (12) months.

Scope

• Services will be delivered remotely from an authorized

Juniper locaon unless otherwise specied.

• All service deliverables in this oering are available in

English only unless otherwise specied by Juniper.

• Juniper’s obligaon to perform any parcular Services

hereunder is conngent upon Juniper receiving from the

End User such cooperaon, network access, consents,

informaon, and materials that Juniper may reasonably

request to enable Juniper’s proper and ecient

performance of such Services and to enable Juniper to do

so in compliance with all applicable laws and regulaons.

Exclusions

Juniper is not obligated to provide support for any of the

following:

• A warranty, implied or expressed

• Third-party open source components that are used by the

Custom Soware

• Operaon of the Custom Soware other than in

accordance with technical documentaon and

specicaons furnished by JTAC or Juniper Professional

Services

• Actual or aempted modicaon, alteraon, or addion to

the Custom Soware undertaken by the End User or any

third party

• Any customized deliverables created by Juniper specically

for End User as part of a consulng service

Customer Services Policies

The Customer Care User Guide and JTAC User Guide are

provided for informaon purposes only to assist the End User

eciently and eecvely accessing and understanding Service

Contract benets.

Corporate and Sales Headquarters

Juniper Networks, Inc.

1133 Innovaon Way

Sunnyvale, CA 94089 USA

Phone: 888.JUNIPER (888.586.4737)

or +1.408.745.2000

www.juniper.net

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.

APAC and EMEA Headquarters

Juniper Networks Internaonal B.V.

Boeing Avenue 240

1119 PZ Schiphol-Rijk

Amsterdam, The Netherlands

Phone: +31.207.125.700

9060157-002-EN Mar 2021

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About Juniper Networks

Juniper Networks brings simplicity to networking with

products, soluons and services that connect the world.

Through engineering innovaon, we remove the constraints

and complexies 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 commied to imagining groundbreaking ways to

deliver automated, scalable and secure networks to move at the

speed of business.