Juniper AI Care Services for Mist AI Datasheet

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Overview

Juniper® AI Care Services for Mist AI wireless access, wired access, and SD-WAN portfolios help you get the most out of your network—now and into the future. We combine our experts’ deep industry experience and knowledge into the industry’s first services offering to harness the power of AIOps over the entire customer life cycle—from deployment to adoption to ongoing operations and future growth.

 

Service Description

With the sheer volume of data traffic from digital applications, services, and content, smooth network operations are more critical than ever, ensuring the seamless flow of information across organizations and often across the globe. At Juniper, we are leading the transformation of network operations with our industry-first AI-Native Networking Platform—trained with the right data, delivering the right real-time response, and built on the right secure infrastructure to deliver the outstanding experiences your users expect.

Juniper AI Care Services for Mist AI offer the industry’s first service portfolio that helps ensure a true AI-Native Networking experience over the entire customer network life cycle—from deployment to ongoing operations to future growth. Moving from the industry’s usual reactive support to a proactive, all-encompassing approach, this portfolio leverages AI-Native insights and deep technical expertise to help your business not just meet but surpass service-level expectations.

Harnessing the power of Mist AI, our experts monitor your network’s health to anticipate, identify, and resolve concerns before they impact your business, helping to ease deployment and simplify ongoing operations. These single points of contact actively tailor services to your needs and help bring new features to your network and keep you ahead of the curve. With three tiers of AI Care available, you receive the guidance to match your needs at every stage of your Juniper Mist solution’s life cycle.

Juniper AI Care: Leverage AI-Native insights to proactively and quickly identify and resolve network issues, ultimately improving uptime and end user satisfaction. It enhances your Juniper Mist SaaS subscription with round-the-clock technical support from our Juniper Technical Assistance Center (JTAC), including scheduled deployment-specific onboarding support. Through Juniper Support Insights (JSI), as well as Marvis Virtual Network Assistant and Juniper Mist Premium Analytics with purchased subscriptions, enjoy proactive insights about your network to help inform decision making.

Juniper AI Advanced Care: When added to Juniper AI Care, this AI-powered service experience is personalized to your Juniper Mist solution via design reviews and technical consultations. A single-point-of-contact technical liaison provides high-touch operational assistance and technical consultation, as well as technical guidance for implementing Juniper Mist solutions and adopting new feature releases. This level of service includes onboarding support with design review, two one-year All Access Training passes, and knowledge transfer.

Juniper AI Ultimate Care: Our highest tier includes all the benefits of Juniper AI Advanced Care, plus more. Utilizing Juniper’s powerful AI for networking capabilities to maximize ROI, it is suited for organizations that have or plan to have multiple Juniper technologies or solutions in the network with Juniper Mist Assurance. Tightly aligned with your network needs and business objectives, AI Ultimate Care provides comprehensive life cycle support—from complete rollout assistance with AI Accelerate to proactive health checks that ensure ongoing network optimization.

For personalized, proactive service and account management, AI Ultimate Care offers a service advocate as a single point of contact to address all issues and entitlements and to conduct regular business review meetings, helping you stay ahead of the curve on our AI innovations and build long-term success.

Figure 1: The Juniper AI Care Services portfolio has three options: AI Care, AI Advanced Care, and AI Ultimate Care

Figure 1: The Juniper AI Care Services portfolio has three options: AI Care, AI Advanced Care, and AI Ultimate Care

* Included only under those levels

FeaturesPackage TypeDescriptionBenefit
24x7 Technical SupportAI Care
  • Access to 24x7 Technical Assistance Center
  • Diagnoses system problems, configures, troubleshoots, and provides work-around solutions quickly and efficiently
  • Software updates and upgrades
  • Protects Juniper Mist wired, wireless, and SD-WAN investment
  • Provides round-the-clock technical troubleshooting
Onboarding SupportAI CareAccess to device onboarding assistance to provide guidance and troubleshoot all onboarding issuesEnsures proactive guidance and seamless experience while bringing up new devices
Juniper Support Insights (JSI)AI CareReports and dashboards for installed base, contract status, license information, proactive bug notifications (PBN), and security incident response team (SIRT)Provides actionable operational health and life cycle insights to improve network availability and planning
Escalation Management Desk (24x7)AI Advanced and AI Ultimate24x7 remote team access with dedicated phone number to facilitate all cases escalations and regular updates.Handles escalations efficiently to keep the network running smoothly
Onboarding AssistanceAI Advanced and AI UltimateNew customer onboarding assistance with:
  • Information about the service deliverables and accessing them, including user account setup, case opening process and guidelines, license activation, and key contacts
  • Juniper Mist Cloud, Premium Analytics, and Marvis, if customer has subscriptions
  • Device provisioning, Juniper Mist-specific technical documentations, and webinar links
  • Escalation and Return Materials Authorization processes
Reduces Juniper Mist learning curve and accelerates time to value
Customized ReportsAI Advanced and AI Ultimate
  • Premium Analytics reports (if customer has subscription): network utilization reports, device health, service level experience (SLE) reports*
  • Installed base and entitlement reports
  • Product EOL information
  • Case history volume trends
  • Return Materials Authorization report showing trends by status, product line, and case volumes
Enables faster, more accurate decision making for your Juniper Mist solution
Best Practice Knowledge TransferAI Advanced and AI UltimateQuarterly interactive webinar to share best practices and use cases with customersEnsures new knowledge acquisition to help maintain a highly available network
Technical LiaisonAI Advanced and AI UltimateA named technical advisor provides remote support during regular business hours and proactively manages customer experience by:
  • Helping with case progression RMAs and acting as liaison to Juniper teams
  • Offering proactive notification for relevant technical support bulletins, bugs, and security advisories
  • Software release guidance
  • Informal knowledge transfer Q&A for products; guidance on service deliverables
  • Helps you realize the full potential of your Juniper Mist solution with proactive, AI-Native insights
  • Assists you in keeping your Juniper Mist solution running efficiently and effectively
  • Addresses and resolves issues before they impact the business
    All Access Training PassAI Advanced and AI UltimateOne year of access to Juniper-facilitated instructor-led courses, on-demand courses, and JNCIE self-study bundles for two named individuals from customer’s accountProvides access to Juniper-specific guidance and expertise
    Design ReviewAI Advanced and AI UltimateReview of design or implementation plans once per quarterAssures confident adoption of new features
    Rollout AssistanceAI UltimateThree months of AI Accelerate Service during the first year that covers design assistance, deployment and cutover assistance, and seamless scaled rollout for wider deploymentsAccelerates time to value with expert assistance through Day 0 and Day 1 activities
    Proactive Health CheckAI UltimateTechnical liaison conducts proactive monitoring of Mist dashboards and SLEs to identify issues and assist in expedited resolution
    • Provides guidance with Juniper Mist AIOps to increase operations efficiency and productivity
    • Focuses on optimizing user experience and network performance with proactive rather than reactive efforts
    Service AdvocateAI UltimateAssigned single point of contact assures customer’s service experience by providing proactive account and escalation management for all service issues and entitlements during regular business hours and by leading quarterly business review meetingsAccelerates and maximizes your investment in Juniper Mist wired, wireless, and SD-WAN solutions

     

    Ordering information

    Juniper AI Care Services terms are available for 12 months, 36 months, and 60 months.

    Juniper AI Care Services can be ordered as bundled SKUs on the Juniper Price List.

     

    About Juniper Networks

    Juniper Networks believes that connectivity is not the same as experiencing a great connection. Juniper’s AI-Native Networking Platform is built from the ground up to leverage AI to deliver exceptional, highly secure, and sustainable user experiences from the edge to the data center and cloud. You can find additional information at www.juniper.net or connect with Juniper on X (formerly Twitter), LinkedIn, and Facebook.

     

    For details, please contact your local Juniper authorized partner, Juniper Account Manager, or your assigned Juniper Services Business Manager.

     

    1000781 - 003 - EN OCTOBER 2024