Scott Lennie

Check out the podcast below!
https://packetpushers.net/podcast/heavy-networking-511-a-wireless-upgrade-case-study/

This is a very informative and enjoyable podcast that takes you through a major wireless network upgrade at Dartmouth College.

The podcast is hosted by Packet Pushers and they are talking with Dartmouth Systems Engineer, Brian Ward, who is the lead architect for the campus wide upgrade.

The discussion takes you through what Dartmouth have now, why they are upgrading and how the wireless upgrade is going.  A lot of technical, facilities and management challenges are discussed.

Dartmouth’s deployment requires thousands of new APs that will support up to 30,000 devices every day. In addition to providing wireless for students, the WLAN must also support faculty, staff, and administration. Besides APs, the college is also installing new cables, switches, racks, and fiber.

We think you will enjoy this conversation and learn through Dartmouth’s experiences even if your network is not similar in size.

Main topics:

• The issues driving the upgrade
• Why Dartmouth is switching vendors
• The necessity of planning and testing
• RF and attenuation issues in old and new campus buildings
• Project planning challenges

 

According to Gartner, maintenance costs represent about 15 to 25% of total enterprise IT costs each year.   IT departments are constantly being challenged to decrease capital and operational costs and to increase ROI.

There are numerous ways to decrease support costs.  Most strategies to reduce support costs involve the management of growth to reduce wasted capital spend.  Purchase the correct class of equipment to ensure optimal use of ports, bandwidth, throughput etc.   Larger switches, routers and firewalls that deliver excess capacity cost a lot more to support.

This article is about Juniper support ROI. Specifically how Juniper customers can ensure they are getting their money’s worth when it comes to Juniper Care (J-Care) support services.

The first step: Create CSC account
If you have purchased Juniper support you need to create an online user account in the Juniper Customer Care Centre (CSC)

Setting up  a CSC account will allow you access to numerous Juniper support tools that will ensure that you know what equipment is covered, what the level of support, the timeframe of coverage, access to software support (patches and upgrades) and technical support from trained Juniper engineers.

Https://tools.juniper.net/entitlement/setupAccountInfo.do

 

The CSC Home Page

Once you are set up the Juniper CSC you will want to access a number of the valuable tools at: https://www.juniper.net/customers/support/

Product Entitlement

The first tool you should look at would be the Product Entitlement Tool (PET) http://tools.juniper.net/SerialNumberEntitlementSearch/

The PET will generate a report showing all of the products you have under contact with expiry dates and support level (NextDay, SameDay, software etc.).

After logging on to the CSC All you require is either your product serial number or your support contract number. When talking to Juniper support it is important to have your support contract information to ensure you get the level of support that you paid for.

 

 

Registering Products with JCARE

 

After checking to make sure your equipment is properly registered you can add any equipment that was missed in the product registration page.

http://tools.juniper.net/subreg/

 

 

Update your install base

This is probably one of the most important areas of support that is rarely kept up to date.

You must maintain and update any changes to your install base (address and line cards/modules) to ensure that Juniper knows where to ship replacement gear to and to ensure that the local Juniper parts depot has the correct inventories of spares located in the correct geography to ensure 4 hour or net day delivery.

When you purchase support for a Juniper product, Lanworks will register the serial number and send you the contract number.  Once this is done it is up to the customer to add any further information about the product configuration or support site address changes.

For instance, let’s say you purchase SameDay (4 hour hardware replacement) for a new switch in Winnipeg. Lanworks will register your switch by serial number and address so that the local parts depot for Winnipeg will ensure stock of that product.  If you have also purchase a redundant power supply and a 10GE uplink module then you can associate these parts to the serial number and the parts depot will also stock that gear to endure they meet the 4 hour or NBD replacement SLO.

You can update information using the tool at the ULR below:

https://www.juniper.net/customers/support/tools/updateinstallbase/index.jsp

In the next Juniper Support blog we will discuss how to access and escalate Juniper Technical Assistance.

 

For now I have included important contact and case escalation information.  The reps at JCare will not only help you with technical assistance but they will also assist you at every step to set up your CSC account and they will help you to properly register your equipment.

 

  Global Support

Phone: 1-888-314-5822 (toll free, US & Canada)

If outside US or Canada, use a country number listed from one of the regional tabs above.

Web: Case Manager

 

Email: We do not support opening new cases via email.

Please call one of our Support phone numbers or create a case via Case Manager.

Case Types

Customer Care	Juniper Technical Assistance Center (JTAC)
Create a Customer Care case for the following types of non-technical issues: Account Registration Login Assistance Product Registration Support Certificates Entitlement to Downloading software License Key management (VYSYS, SSL) Warranties & Contracts SMART Tool	Create a Technical Support case for the following types of technical issues: Product Technical Support Equipment Repair Existing Case Escalation Schedule remote install window for Service Now configuration

When opening a case, be prepared to provide the following:

• Serial number
• Definition of the problem in detail
• Priority Level and impact of the problem
• Indication of the activity that was being performed when the problem occurred
• Software version
• Configuration data

 

 Priority Levels & Escalations

For complete details on our priority levels and escalation guidelines, please refer to the JTAC User Guide or your respective J-Care Technical Services End-User Agreement (EUSA). If you need to escalate a case now, call your support number and ask for the Duty Manager; for more information, see KB17701.

Escalation Guidelines

Juniper Networks offers systematic escalation management to customers with current service agreements. This ensures that the appropriate resources within Juniper Networks are utilized to resolve outstanding technical problems as efficiently as possible.

Response Times

Our systematic escalation process is intended to notify and brief various levels of management throughout the life cycle of the technical issue. Escalation timeframes are measured on a 24x7x365 basis.

Owner	Priority 1, Critical	Priority 2, High	Priority 3, Medium	Priority 4, Low
Manager, Technical Support	1 hour	12 hours	15 days	30 days
Director, Customer Service	2 hours	24 hours
Vice President, Customer Service	4 hours	96 hours
Vice President, Engineering and Sales	4 hours

Mobile Phone Users

Please contact your mobile service provider should you be unable to call Juniper Global Support. Service providers will occasionally block their mobile users from dialing toll free numbers. If you are unable to dial Juniper from your mobile, we recommend you call from a land line phone.

Related Topics

• JTAC User Guide
• JTAC Fact Sheet
• Inspections & Reinstatements
• Customer Care End User Service Agreement
• RMA Procedures
• Product Warranty
• Juniper Worldwide Offices
• How To Buy
• Report a Security Vulnerability