Juniper Operate Specialist Market Value

MAINTAIN - GROW - OPTIMIZE YOUR JUNIPER NETWORK

July 2012

2 Copyright © 2012 Juniper Networks, Inc. www.juniper.net

Executive Summary Who are Operate Specialists? The Investment The Value Success Stories Technical Assistance Center Misperceptions Layering Model Survey Results

AGENDA


Juniper has three partner levels: Reseller, Select, Elite. Some Elite partners with a services practice may qualify for the Juniper Operate Specialist Program.

Operate Specialists typically posses a Network Operations Center (NOC) and/or a Security Operations Center (SOC), have deep technical expertise and a strong dedication to drive excellence for all the Customer networking solutions.

Typical activities that Operate Specialists deliver, include, but is not limited to:

• Automated call handing and case handling, proactive services.

• Delivers solutions in complex, mission critical, multi-vendor environments.

• Architects, installs, and supports an integrated Juniper solution.

The value that Operate Specialists deliver, include, but is not limited to:

• Ensures interoperability and back-end connectivity; experts in compliance and risk mitigation.

• Local parts sparing to maintain specific Service Level Agreements.

• Asset management, and configuration back up via CRM systems

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Operate Specialists are authorized to buy special services and support from Juniper Networks.

Operate Specialists are able to layer our services on top of the Juniper services.

Operate Specialists deliver solutions in complex, mission critical, multi-product environments.

Operate Specialists architect, install, and support an integrated Juniper solution.

Operate Specialists offer a deep menu of technical talent and resources.

WHO ARE OPERATE SPECIALISTS?

Operate Specialists possess local knowledge and resources, with the technical expertise and dedication to drive excellence for all Customer networking solutions.


OPERATE SPECIALISTS INVESTMENT

Operate Specialists have a high commitment to Juniper products, solutions, and services.

Operate Specialists have a heavy initial investment and on-going investment in people and tools.

Operate Specialists have significant up-front investment in certifications and labs.

Operate Specialists have committed investment to Juniper Service Automation.

Operate Specialists are accountable for two tiers of performance:

Technical Business

Operate Specialists are required to make a heavy resource investment in Juniper products and services and are also required to obtain and maintain several key Juniper technical certifications above and beyond Elite.


OPERATE SPECIALISTS VALUE

Operate Specialists Value Benefit for Customer

Operate Specialists have deep technical knowledge of the Customer’s environment.

Faster resolution of P1/P2 incidents minimizes network downtime.

Operate Specialists offer global distribution, local parts sparing, and local depot set up.

Faster parts delivery, maintain Service Level Agreements (SLA’s).

Operate Specialists offer new co-delivery support models for Customers who need some direct contact with the Juniper Technical Assistance Center (JTAC).

More flexibility and choice, faster mean time to resolution (MTTR), maximize network uptime.

Operate Specialists case managers map directly to Juniper case managers.

Faster case closure and ensures that all service levels are met.

Operate Specialists offer asset tracking and management. Minimize manual activities and increase staff productivity.

Operate Specialists deliver an overview of all the issues across the entire network.

Results in a strong evolution towards overall improvement.

Operate Specialists deliver proactive preventive reports. Avoids network outages and downtime.

Operate Specialists have service infrastructure and Technical Assistance Center scalability.

Infrastructure keeps pace with product growth, service interruptions and network outages are minimized.

Operate Specialists deliver product support notices and EOL/EOS/EOE reports.

Improves the decision making process, saves time, and increases staff productivity.

Operate Specialists assess the risk to the Customer network and proactively recommends changes.

A avoid potential issues or minimizes the impact.

Operate Specialists reduce the Total Cost of Ownership. Free up budget for high priority IT projects.


OPERATE SPECIALISTS VS A JUNIPER RESELLER

Service Delivered Operate Specialists

JuniperReseller

Order fulfillment

Authorized to buy special services and support directly from Juniper No

Receives special discounts for services and support from Juniper Standard discounts

Deep technical expertise of the Customer environment and deep knowledge on Juniper products Varies

Direct access to Operate Specialists and Juniper’s most experienced engineers No

Provides the fastest Mean Time To Resolution (MTTR) No

Designs, implements, and supports Juniper Solutions No

Delivers proactive reports and EOL/EOS/EOE reports No

Automated Call and Case Handling No

Service & Support Lab, to re-create customer issues No


OPERATE SPECIALISTS TECHNICAL ASSISTANCE CENTER

Reasons why Customers should call the Operate Specialists Technical Assistance Center

Local language support.

Faster dispatching of the on-site engineer.

Able to perform configuration back up via CRM system.

Multi-vendor support and service.

Personal touch, deeper understanding of the issue.

The Operate Specialists Technical Assistance Center can offer benefits and value above and beyond what the Juniper Technical Assistance Center can offer


MARKET MISPERCEPTIONS

Misperceptions and Just - the - Facts

Misperceptions Just - The - Facts

All Operate Specialists do is fill orders.In addition to order fulfillment, Operate Specialists also design, implement, and support Juniper solutions.

Juniper Professional Services can do everything that Operate Specialists do.

Many of Juniper’s Professional Services resources are delivered by Juniper Operate Specialists.

The Juniper Technical Assistance Center offers better quality than the Operate Specialists Technical Assistance Center.

The Operate Specialists Technical Assistance Center must meet specific Juniper requirements and certifications. The Operate Specialists engineers and Juniper engineers work together to solve problems


OPERATE SPECIALISTS LAYERING MODEL

Operate Specialists are able to wrap their services around the Juniper system to deliver the best overall solution for Customer

Juniper System

Support

Multi-product Support

Advanced Services

Managed Services

Professional Services

Customized Services


2011 JUNIPER GLOBAL CUSTOMER SURVEYOPERATE SPECIALIST PARTNER PERFORMANCE

~10% of respondents indicated they obtain products, services or sales support from Operate Partners

Directionally stronger than overall partner population in 20 of 28 survey measures

Stronger in Support; overall quality, resolution time, resolution effectiveness

Stronger in Ordering; order assistance, delivery to specification, on-time delivery

Significantly ahead in resolution time, delivery to specification

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2011 JUNIPER GLOBAL CUSTOMER SURVEYCOMMENTS ON OPERATE SPECIALIST PARTNERS

“Account team from the Juniper

Operate Specialist Partner and

Juniper work together to

understand our needs.”

“Gets our technical staff in contact with

Juniper technical personnel who really

understand how Juniper products work

and how to resolve our issues the first

time”.

“The Juniper Operate Specialist Partner does burn-in testing before delivering products to us so we have never received a part that is failed out-of-the-box.”

“We have a great local team assisting us with our needs. The technical team has been outstanding. We also get great support from the Juniper Operate Specialist Partner.”

“Deliver more quickly and in accordance with the delivery dates.”

Technology

Juniper Operate Specialist Market Value