Government Premium Care Services Datasheet
Download DatasheetService Overview
Government Premium Care Services is a high-touch personalized service that provides the most comprehensive end-to-end U.S.-based, U.S citizen-delivered support experience with direct access to security-cleared technical support engineers, secure case and file management systems, and seasoned service and support management staff to ensure quick resolution of issues and proactive management of your network. We are dedicated to your success and provide the expertise you need when you need it.
Service Description
The Juniper Networks® Government Premium Care Services is designed for U.S. government organizations with networks that contain highly sensitive data and are required to meet additional security measures based on different classification levels. The service provides direct access to a team of U.S.-based, U.S.-citizen, security-cleared technical support engineers, a designated U.S.-based, U.S.-citizen Juniper service manager for all service-related issues, and secure case and file management systems in order to meet the U.S. government’s stringent security and data regulations.
Additional value-added features include enhanced support response time, onboarding assistance, best-practice knowledge transfer, and periodic customized reports, all available to enhance networking expertise, proactively identify and prevent problems, reduce administration, and enhance network life-cycle management experience.
Features and Benefits
| Features | Description | Benefits |
| Government Customer Care (G-CCare) | 24x7x365 access to a team of U.S. citizen resources via a dedicated toll-free number to facilitate all your inquiries and escalations | Ensures that your issues are handled and resolved in an efficient manner, keeping your network running smoothly |
| Onboarding Assistance | Service manager located in the U.S. to connect you with service deliverables and appropriate resources within Juniper | Collapses the learning curve and accelerates your engagement with Juniper |
| Security-Cleared Technical Support | 8x5 access to support engineers with appropriate security clearances, assigned as case owners for the duration of the project | Ensures data protection as cases are handled by resources with an appropriate security clearance |
| Government Network Support Team | 24x7x365 access to a U.S.-based technical support engineer eligible for security clearance | Delivers a comprehensive range of support tailored to meet specific U.S. government regulation requirements |
| Secure Case Management System | Access to a Federal Risk and Authorization Management Program (FedRAMP) certified cloud solution for case management; if required, a separate case management system can be made available in an appropriate secure location | Ensures appropriate level of security controls and separation to handle case management data |
| Secure File Upload and Software Download Management System | Access to secure file upload and software download file servers located in an appropriate, secure location | Protects data by using secure file systems over a secure network |
| Service Manager | 8x5 access to a U.S.-based named contact who is a U.S. citizen for proactive network support and services management | Provides a dedicated advocate and single point of contact to manage all service-related issues |
| Customized reports | Periodic reports customized for your network such as product installed base, End-of-Life (EOL), and Return Material Authorization (RMA) cases, as well as product bug information | Provides proactive data delivery to preempt problems before they occur |
| Best Practice Knowledge Transfer Webinar | A quarterly interactive webinar to share best practices and use cases | Helps you acquire knowledge to keep the network running at an optimal state |
| Enhanced Support Response Time | Priority 1 and 2 cases: 30 minutes Priority 3 and 4 cases: 4 hours | Accelerates case closures and increases network uptime, keeping end users productive |
Ordering Information
Juniper Care service is a prerequisite for the Juniper Government Premium Care Services.
The Juniper Government Premium Care Services contract has a minimum annual term of twelve (12) months.
For eligible products and additional details, please contact your local Juniper authorized partner, Juniper Networks account manager, or your assigned Juniper services business manager.
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 the best and most secure user experiences from the edge to the data center and cloud. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on X (Twitter), LinkedIn, and Facebook.
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