1. MAINTAIN - GROW - OPTIMIZE YOUR
JUNIPER NETWORK
July 2012

2. AGENDA
 Executive Summary
 Who are Operate Specialists?
 The Investment
 The Value
 Success Stories
 Technical Assistance Center
 Misperceptions
 Layering Model
 Survey Results
2 Copyright © 2012 Juniper Networks, Inc. www.juniper.net

3. EXECUTIVE SUMMARY
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
See the new Executive Endorsement Video! http://youtu.be/PJEmUGjfYpE
3 Copyright © 2012 Juniper Networks, Inc. www.juniper.net

4. 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 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.
 OperateSpecialists deliver solutions in
complex, mission critical, multi-product
environments.
 OperateSpecialists architect, install, and
support an integrated Juniper solution.
 Operate Specialists offer a deep menu of
technical talent and resources.
4 Copyright © 2012 Juniper Networks, Inc. www.juniper.net

5. OPERATE SPECIALISTS INVESTMENT
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 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
5 Copyright © 2012 Juniper Networks, Inc. www.juniper.net

6. OPERATE SPECIALISTS VALUE
Operate Specialists Value Benefit for Customer
Operate Specialists have deep technical knowledge of the Faster resolution of P1/P2 incidents minimizes network
Customer’s environment. downtime.
Operate Specialists offer global distribution, local parts Faster parts delivery, maintain Service Level Agreements
sparing, and local depot set up. (SLA’s).
Operate Specialists offer new co-delivery support models
More flexibility and choice, faster mean time to resolution
for Customers who need some direct contact with the
(MTTR), maximize network uptime.
Juniper Technical Assistance Center (JTAC).
Operate Specialists case managers map directly to Faster case closure and ensures that all service levels are
Juniper case managers. met.
Operate Specialists offer asset tracking and management. Minimize manual activities and increase staff productivity.
Operate Specialists deliver an overview of all the issues
Results in a strong evolution towards overall improvement.
across the entire network.
Operate Specialists deliver proactive preventive reports. Avoids network outages and downtime.
Operate Specialists have service infrastructure and Infrastructure keeps pace with product growth, service
Technical Assistance Center scalability. interruptions and network outages are minimized.
Operate Specialists deliver product support notices and Improves the decision making process, saves time, and
EOL/EOS/EOE reports. increases staff productivity.
Operate Specialists assess the risk to the Customer
A avoid potential issues or minimizes the impact.
network and proactively recommends changes.
Operate Specialists reduce the Total Cost of Ownership. Free up budget for high priority IT projects.
6 Copyright © 2012 Juniper Networks, Inc. www.juniper.net

7. OPERATE SPECIALISTS VS A JUNIPER RESELLER
Operate Juniper
Service Delivered
Specialists Reseller
Order fulfillment  
Authorized to buy special services and support directly from Juniper  No
Standard
Receives special discounts for services and support from Juniper  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
7 Copyright © 2012 Juniper Networks, Inc. www.juniper.net

8. OPERATE SPECIALISTS TECHNICAL ASSISTANCE CENTER
The Operate Specialists Technical Assistance Center can offer benefits and value above
and beyond what the Juniper Technical Assistance Center can offer
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.
8 Copyright © 2012 Juniper Networks, Inc. www.juniper.net

9. MARKET MISPERCEPTIONS
Misperceptions and Just - the - Facts
Misperceptions Just - The - Facts
In addition to order fulfillment, Operate Specialists also
All Operate Specialists do is fill orders.
design, implement, and support Juniper solutions.
Juniper Professional Services can do everything that Many of Juniper’s Professional Services resources are
Operate Specialists do. delivered by Juniper Operate Specialists.
The Operate Specialists Technical Assistance Center
The Juniper Technical Assistance Center offers better
must meet specific Juniper requirements and
quality than the Operate Specialists Technical
certifications. The Operate Specialists engineers and
Assistance Center.
Juniper engineers work together to solve problems
9 Copyright © 2012 Juniper Networks, Inc. www.juniper.net

10. OPERATE SPECIALISTS LAYERING MODEL
Operate Specialists are able to wrap their services around the Juniper
system to deliver the best overall solution for Customer
Customized Services
Professional Services
Managed Services
Advanced Services
Multi-product Support
Support
Juniper System
10 Copyright © 2012 Juniper Networks, Inc. www.juniper.net

11. 2011 JUNIPER GLOBAL CUSTOMER SURVEY
OPERATE 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
11 Copyright © 2012 Juniper Networks, Inc. www.juniper.net

12. 2011 JUNIPER GLOBAL CUSTOMER SURVEY
COMMENTS ON OPERATE SPECIALIST PARTNERS
“Gets our technical staff in contact with
“Account team from the Juniper
Juniper technical personnel who really
Operate Specialist Partner and
understand how Juniper products work
Juniper work together to
and how to resolve our issues the first
understand our needs.”
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 “Deliver more quickly and in
has been outstanding. We also get accordance with the delivery dates.”
great support from the Juniper Operate
Specialist Partner.”
12 Copyright © 2012 Juniper Networks, Inc. www.juniper.net