Cloud Service Description

1 
 
Juniper Business Use Only 
Cloud Service Description 
 
 
 
 
 
 
 
 
 
 
 
 
Contents
 
Introduction .......................................... 1 
Cloud Service Description ..................... 1 
Data Protection and Security ................ 2 
Juniper Mist AI Cloud Security 
Features Overview ................................. 2 
Data Security .......................................... 3 
AI-Driven Enterprise Privacy Regime .. 3 
End User Choices and Control .............. 3 
Privacy Compliance ............................... 4 
Data Ownership ..................................... 4 
Data Location ......................................... 4 
Data Minimization .................................. 4 
Data Retention ....................................... 4 
Data Portability ...................................... 4 
Data Subject Requests–including 
access and erasure/deletion .................. 4 
Notice and Consent ............................... 4 
Tracking Technologies ........................... 4 
Cyber Incident Response 
Team (CIRT) ................................... 5 
Security Testing ..................................... 5 
SLA/Performance Measures ................. 5 
Support Services Eligibility .................... 6 
Support Service Overview ..................... 6 
Support Services Features and 
Deliverables ............................................ 6 
Support Access....................................... 6 
Online Support ....................................... 7 
Replacing Defective Hardware Products 
8 
Wired and WAN Assurance 
Support Process ................................... 10 
Use of Online Tools is Subject 
to the Following ................................... 10 
Replacing Defective Hardware Products 
10 
End User Responsibilities .................... 10 
API Deprecation Policy ........................ 11 
Compliance with Laws; 
Export Requirements .......................... 11 
Availability ........................................... 11 
Scope ......................................... 11 
Exclusions ............................................ 11 
Disclaimer ............................................ 11 
About Juniper Networks ...................... 12 
 
 
 
CLOUD SERVICE DESCRIPTION - 
MIST AI 
 
 
Introduction 
This Mist AI Cloud Service Description (“CSD”) describes Juniper Mist AI hosted 
in the cloud, (“Mist AI”), as well as the Juniper Care Software Advantage Services 
offering (“Support Services”) that Juniper Networks makes available as part of the Mist 
AI Subscription for end users of Juniper Networks products (“End User”) directly or 
through its authorized resellers. Your subscription to Mist AI is governed by this Mist 
AI Description and the Juniper Master Purchase and License Agreement posted at 
www.juniper.net/documentation/en_US/release-independent/licenses/agreements/ 
eula-generic-en.pdf (or another written master services agreement signed by Juniper 
Networks and the End User and covering within its scope, the terms and conditions 
under which Juniper Networks will render support and maintenance services) (the 
“Master Agreement”). Capitalized terms used in this CSD not otherwise defined herein 
have the meaning given to them in the Master Agreement. 
The Support Services are subject to the terms of this CSD and the Master 
Agreement. 
If applicable to Mist AI, all purchases and license terms for Hardware and Software 
provided by Juniper Networks as part of the Mist AI solutions are subject to the 
Master Agreement. 
Cloud Service Description 
Mist AI uses a combination of artificial intelligence, machine learning, and data 
science techniques to optimize user experiences and simplify operations across the 
wireless access, wired access, and SD-WAN domains. 
Data is ingested from numerous sources, including Juniper Networks Access 
Points, switches, and gateways for end-to-end insight into user experiences. These 
devices work in concert with Mist AI to optimize user experiences from client-to- 
cloud, including automated event correlation, root cause identification, Self-Driving 
Network
™ 
operations, network assurance, proactive anomaly detection, and more. 
Juniper also leverages Mist AI for next-generation customer support. It is the 
foundational element behind Marvis, the industry’s first AI-driven Virtual Network 
Assistant, which provides extensive insight and guidance to IT staff via a natural 
language conversational interface. 
The Mist AI overview, including links to its specifications and technical 
documentation can be found at www.juniper.net/us/en/products/mist-ai.html. 
For purposes of clarity, all referenced Juniper Hardware or Software must be 
purchased and/or licensed separately. 

Cloud Service Description - Mist AI

Juniper Business Use Only

Data Protection and Security

For purposes of this CSD, “End User Data” shall mean all

information submitted by End User to Juniper and may

include third-party data that the End User submits to Juniper.

“Processed Data” shall mean information about End User’s

devices or systems in connection with End User’s usage

of Juniper products and services, as well as any network

management information or configuration data from the use of

End User’s Processed Data.

Juniper shall maintain appropriate administrative, physical,

and technical safeguards for protection of the security,

confidentiality, and integrity of End User Data.

In accordance with the End User’s use of Mist AI, the categories

of data that may be processed are as set forth in the Juniper

Privacy Notice available at www.juniper.net/us/en/privacy-

policy/ together with any Supplemental Privacy Information

referenced therein which includes Juniper Networks’ collection

and use of network device logs configured by the End User such

as the metadata from managed devices (IP address of source

and destination, accessed applications, or websites).

Protecting our End User’s data is mission critical to Juniper.

Mist AI offers our End Users the peace of mind that they are

always on the latest version of our software. This enhances

our ability to innovate and protect our End Users’ data with

evolving technology. We can respond to security threats rapidly

by pushing security updates to our entire End User base and

ensuring common data handling standards. Most importantly,

Mist AI is co-located in tier-1 data centers with industry

standard certifications. These data centers feature state-of-the-

art physical and cyber security with highly reliable designs.

Juniper Mist AI Cloud Security Features

Overview

•

Servers are hosted in an ISO 27001 certified data center,

across multiple availability zones, and different cloud

providers.

•

All servers run Linux OS and are hardened per best

practices.

•

Servers are hosted at Amazon Web Services (AWS) and

Google Cloud Platform (GCP) with security groups. Only

the required ports are opened on front end servers or

terminators that need to communicate directly with Access

Points (APs) or APIs from outside.

•

Industry standard encryption is utilized for data in transit

and data at rest (Please reference ‘Data Security’ section

for details).

•

Web security testing from development to production

stages is performed on a continual basis.

•

Policies and processes are followed for administering

controlled access to the Cloud operations.

•

Juniper employs robust key management processes.

•

Juniper switches, gateways, and access points are located

on End User premises where they are configured and

managed by the End User via the Juniper Mist Cloud.

•

Further information about security provided by AWS and

GCP is available from the AWS and GCP security websites.

End User Network Juniper Mist Cloud (AWS/GCP)

Juniper Mist Cloud Services

API and Gateway Servers

DB block-encrypted for

data at rest

User Device Data

anonymized' and encrypted

End

User Network Admins

•

Network admins gain access

via API communications

(HTTPS/TLS) and encrypted

with AES-256

Juniper Mist Customer Support

•

SSH to all servers for

administration

•

SSH is protected on an individual

basis using public/private keys

Fig.

Juniper

Mist

Wi-Fi/Wired/WAN

Assurance

Secured

Interfaces

Juniper Access Point,

Switches, Gateways

Firewall and IDP

•

WebSocket over HTTPS

•

HTTPS to API servers

•

HTTPS to gateway servers

•

HTTPS to gateway servers

for connections from

mobile clients

•

SSH to switches/gateways

Cloud Service Description - Mist AI

Juniper Business Use Only

Data Security

Industry standard encryption is utilized for data communications

across network administrators, infrastructure hardware/

software, end users, and the Juniper Mist Cloud, while stored

data is block-encrypted. Juniper secures End User data

by implementing various controls, such as encryption and

obfuscation, including:

•

AP: Communication between the Juniper Mist Cloud

and APs uses HTTPS/TLS with AES-128 encryption, and

mutual authentication is provided by a combination of

digital certificate and per-AP shared key created during

manufacturing. 4096-bit key is used for certificate signature.

•

Switches and Gateways: Communication is over SSH to

the Juniper Mist Cloud.

•

UI or API: API communication (including UI access) uses

HTTPS/TLS and is encrypted with AES-256.

•

Internal to cloud: Data within the cloud is stored using

AES-256 encryption.

•

Management/infrastructure console: Accessed over

HTTPS connection, using 2048-bit RSA key.

AI-Driven Enterprise Privacy Regime

Supporting our privacy-driven architecture and internal

administrative and procedural safeguards, Juniper by default

only collects certain Device Data (Reference “Device Data”

section below for details) and does not collect the payload data

of applications, network devices, Internet of Things (IoT) devices,

or individual device end users by default.

The collection and analysis of Device Data allows Juniper to

provide insights to its End Users into a specific network, IoT,

or user device’s behavior (and location information if enabled)

along with analytics across device types. This is key for

baselining and monitoring trends, and later identifying macro

issues early so that Juniper and its End Users can proactively

address any possible networking issues. For example, user

device roaming time, hardware radio performance, and device

throughput can all be analyzed to identify system issues, such

as a performance degradation when a new mobile device

operating system version is released. For wired network and IoT

devices, End Users can set, monitor, and enforce Service Level

Expectations (SLEs) for key wired experience metrics such as

throughput, network, and switch health which, when combined

with Marvis, can deliver proactive anomaly detection.

Device Data

Here is a description of the data elements processed in the

Juniper Mist Cloud which may also be considered personal data

under applicable data protection laws.

Juniper Mist Wi-Fi Assurance

•

Device name

•

Device type, model, family, and operating system

•

MAC address

•

address

•

User agent

•

Username

•

Generic, or specific, location

•

Dynamic PCAP (packet capture)—limited data such as

header information, IP address of sender and recipient

Juniper Mist Wired Assurance

•

address

•

MAC address

•

Hostname

•

Username

•

Interface Statistics (Tx/Rx, errors)

•

Group

•

LLDP information

Juniper Mist WAN Assurance

•

address

•

Interface Statistics (Tx/Rx, errors)

•

Application Information

•

Summary of Session Records

With Juniper Mist Premium Analytics, End Users may authorize

Juniper to retain End User’s Wi-Fi, Wired, and WAN user

session metadata for longer periods to display trends, analysis,

and a more comprehensive view of network operations using

Device Data and other data collected through Mist AI.

End User Choices and Control

End Users may configure their Juniper APs to collect additional

Device Data depending on the desired implementation and

level of support. To provide support to our End Users when

needed, our Customer success team is able to access an End

User’s Device Data. However, End Users have options for how

much Device Data Juniper may access. For example, End Users

have the option within the Juniper Mist Cloud to temporarily

authorize Juniper personnel to access and view an organization’s

Device Data processed by Juniper in order for Juniper to provide

support services. Using this access authorization feature, End

Users have more control over when Juniper personnel have

access to the End User’s Device Data. Upon granting permission

to Juniper, Juniper Mist ingests existing customer service data

from Microsoft Teams, Zoom, and Cradlepoint in order to

provide application and network service insights. Zoom and

Teams integration is an “Opt-in” service. The additional data

Cloud Service Description - Mist AI

Juniper Business Use Only

collected are email IDs of the Teams/Zoom sessions participants

and details on their devices, such as CPU and battery, which is

then used for measuring and explaining the user experience. If

your organization is subject to the Health Insurance Portability

and Accountability Act (HIPAA), please check with your legal

team before opting in to this service.

Privacy Compliance

When an End User decides to deploy Wi-Fi Assurance in its

offices, retail business, or other environment, the End User

deploys a wireless LAN using Juniper access points that collect

and process Device Data in order to better manage that wireless

network and offer additional services (wayfinding and other

location-based services) at the End User’s election. When

End Users deploy Wired Assurance and/or WAN Assurance,

they implement a an AIOps framework to provide insights and

management capability for their Juniper switches and gateways.

Juniper has developed and adopted information security policies

designed to protect the confidentiality, integrity, and availability

of Device Data.

Data Ownership

The licensed entity or End User retains ownership of its

Customer’s Data. In connection with End User’s use of the

Cloud Service, Juniper collects and uses Processed Data

in accordance with the Juniper Privacy Policy. Juniper uses

Processed Data to enable, optimize, and provide the Cloud

Services and support to End User and to improve Juniper Cloud

Services in general, including but not limited to, integrating

such Processed Data on an anonymized basis into our Cloud

Services. By using the Cloud Service, End User agrees to

allow Juniper to use suggestions and collect End User Data to

generate Processed Data as defined in this CSD.

Data Location

The Cloud Service’s public cloud instance is hosted in multiple

cloud environments in Top Tier One data centers from AWS

and GCP (Refer to www.mist.com/documentation/cloud-

instances/ for more information). End users may elect US, UK,

EU, Canada, and Australia hosting based on their regulatory

requirements. Juniper personnel who are granted access to

network management data or a Cloud Service instance may

be located in regions outside of the EU where data privacy

and data protections laws may differ. Nonetheless, Juniper has

established standard information security policies and practices

that apply globally to all Juniper locations.

Data Minimization

The Mist AI platform by default collects the information

required to provide and maintain the services, anticipate, and

address network performance and connectivity issues, and

troubleshoot support requests. Using the captive portal in the

Juniper Mist Cloud, End Users are generally able to configure

the type and quantity of data collected from data subjects for

select Juniper Mist services when their end customers connect

to a Juniper AP.

Data Retention

Juniper deletes End User data (including Device Data) from the

Juniper Mist Cloud on a 60-day rolling basis and upon an End

User’s written request. Packet data is retained and available

for seven (7) days. Juniper retains certain other data for longer

periods as determined by End User if End User orders Premium

Analytics. See applicable product documentation for further

details on retention of information on Juniper devices.

Data Portability

End Users may download a copy of selected data through the

dashboard or by using Juniper’s API or other tools dependent

on the applicable service. Reports produced from the Premium

Analytics services can be downloaded by End User, if they are

consuming that subscription.

Data Subject Requests–including access and erasure/

deletion

Juniper is committed to assisting End Users who need to

respond to certain data subject requests regarding Device Data

processed by Juniper on the End User’s behalf, for example, to

receive a copy of, delete, or correct, certain data. In addition,

End Users can directly manage any data downloaded by End

Users from the cloud service dashboard. By minimizing our

collection and retention of personal data, we help simplify the

data subject response process.

Notice and Consent

Juniper provides functionality as part of its captive portal

offering—enabling End Users to present a notice to data subjects

and consent to accept or decline terms. End Users are responsible

for managing and implementing any consents provided.

Tracking Technologies

If an End User elects to subscribe to Juniper Mist location

services, Juniper will process a device’s precise location

information. Less precise location information may be collected

by default for devices connecting to a Juniper AP using Wi-Fi

even if such location services are not enabled. Depending on

the device and the protocol used to connect to the Juniper

AP, the individual connecting to the AP (“data subject”) may be

prompted to opt-in to location sharing. For example, device

users generally would not be prompted to opt-in to location

sharing for passive Wi-Fi (when the device is not connected

to the Wi-Fi network), Bluetooth devices, like activity trackers,

could be prompted to opt-in to location sharing of their mobile

Cloud Service Description - Mist AI

Juniper Business Use Only

phone through Bluetooth Low Energy via an app developed

and configured by the End User. Once the End User enables

device location services, the End User will have access to the

location of all devices within range of its Juniper AP network—

whether the device is communicating through connected or

unconnected Wi-Fi, Bluetooth Low Energy, assets such as

Bluetooth Low Energy badges, and passive Bluetooth, among

others. Juniper generally does not store the location history

of devices and by default provides only real-time non-specific

location information, or as aggregated statistics for delivering

zone visitation/dwell time analytics to End Users. If an End User

requests to turn on visibility for unconnected devices, Juniper

generally would process the MAC Address and approximate

location for the device (typically within 10 meters of accuracy).

If an End User subscribes to location services, the following

settings are configured by default:

•

Devices communicating via Wi-Fi: location information is

made more accurate (within 5-10 meters dependent on

network design). Specific location tracking is not enabled

by default if the device is not connected.

•

Mobile phones communicating via BLE application:

location tracking is not enabled by default. The user must

opt in for location sharing in the mobile application.

•

Assets (named) communicating via BLE: specific location

tracking is not enabled by default.

•

Assets (passive) communicating via BLE: specific location

tracking is not enabled by default.

Juniper enables End Users to determine which tracking

technologies to use and when and how to configure them, for

example, whether to enable location services for more precise

location tracking of users.

Cyber Incident Response Team (CIRT)

Juniper’s Cyber Incident Response Team (CIRT) manages

vulnerability reports and provides support for security incidents.

CIRT works with the Operational Security Community, other

CIRT Teams, and end users to maintain situational awareness

of threats. This information is processed and communicated to

the larger CIRT Teams and our end users. To Report a Potential

Security Vulnerability, refer to: www.juniper.net/us/en/security/

report-vulnerability/.

Security Testing

Juniper performs web security testing from development

through development to production. Juniper periodically scans

for SQL injections, cross-site-scripting (XSS), and more than 700

other vulnerabilities, including the OWASP Top 10.

SLA/Performance Measures

Mist AI Resiliency

By leveraging the public cloud, the infrastructure components

and services of Mist AI are deployed redundantly (across cloud

providers clusters and zones) in an effort to provide 24 x 7

availability. In addition, Mist AI is based on microservices so

issues with one microservice does not directly affect other

microservices. The Juniper Mist Cloud Service buffers data in

the event of a component disaster, such as the loss of backend

microservice. Once the disaster has been addressed, the data is

replayed to fill in the lost analytics. System upgrades and feature

introductions also benefit from microservices to avoid impact

to Mist AI when performing either. This reduces the need for

planned downtime.

In the rare event of a cloud outage impacting the Juniper Mist

Cloud Service, Juniper Wi-Fi access points, switches, and

gateways are expected to continue to function; any existing

client device already authorized are expected to continue to

access applications through Wi-Fi without undergoing any

disruption of services.

Availability

Juniper will use commercially reasonable efforts to make Mist AI

fully available and operable over the internet in full conformity

with Mist AI specifications for access and use by End User, as

measured over the course of each calendar month, an average

of 99.99% of the time, calculated as follows:

Where:

“total” means the total number of minutes in the calendar

month;

“nonexcluded” means downtime that is not excluded; and

“excluded” means any planned downtime of which Juniper

gives three business days or more written notice via email or

banner on Mist AI dashboard. All scheduled maintenance work

and planned downtime will be during the hours from 7:00 p.m.

PST to 7:00 a.m. PST on any day. Planned downtime is not

expected to occur more than once or twice per year and is not

expected to exceed 120 minutes in any given month.

If Mist AI suffers an incident causing unscheduled

unavailability, Juniper will publish a status message on

status.mist.com or other URL that Juniper may designate

from time to time) and Mist AI landing page. Upon request,

Juniper will provide End User with an incident report

indicating the total period of unavailability and the End User

locations effected.

Cloud Service Description - Mist AI

Juniper Business Use Only

Support Services Eligibility

The Support Services are provided only to End Users who

purchase Mist AI directly from Juniper or through Juniper’s

Authorized Resellers. For the avoidance of doubt, this CSD

does not apply to End Users who have purchased Juniper

Mist Cloud Services as part of a managed service offering

from an Authorized Reseller. The Support Services, subject

to certain exceptions described below, are available during

the Subscription Term (as defined in the Master Agreement).

Support Services will end when the End User’s Subscription

Term expires.

End User will be required to renew and pay for its Mist AI

subscription from the date of expiration of the previous

Subscription Term in order for these Support Services to be

available. If the Mist AI subscription has expired for more

than twelve months, End User will not be permitted to renew

End User’s subscription without the prior written consent of

Juniper Networks (Juniper’s Support Services Inspection and

Reinstatement Policy (www.juniper.net/support/guidelines.html).

Support Service Overview

The Support Services include access to Juniper’s technical

support engineers (TSE) for Juniper Mist Cloud Services,

Embedded Software updates for hardware products, training

materials, online technical support, and, for specified periods of

time, hardware product replacement.

The Support Services are in addition to any other Juniper Care

Service that the End User may be required to purchase in order

to receive similar services for other Juniper Products. Juniper

offers support Services for other Juniper Products, including

Advanced Care and Premium Care. These other support Service

plans are not available for purchase with Juniper Products

(Access Points and Juniper Mist Edge) currently.

Support Services shall be delivered remotely from an authorized

Juniper location unless specified otherwise. All service

deliverables in this offering are available in English only unless

otherwise specified by Juniper.

Support Services Features and Deliverables

Juniper Networks will use commercially reasonable efforts

to provide End User with the Support Services. The Support

Services may include access to TSE team members, software

releases, and online tools.

Support Access

With Juniper support, the End User will have unlimited access

online 24/7/365. Juniper engineers will help diagnose system

problems, configure, troubleshoot, and provide workaround

solutions where necessary.

Responsibilities: Once an End User initiates a service request

with the TSE team, a TSE will take the following actions:

•

Begin troubleshooting, diagnostics, and problem replication

as appropriate

•

Provide the End User with periodic updates on problem

status and escalate the problem as required according to

escalation management guidelines, or at the End User’s

request.

•

Generate a Return Merchandise Authorization (RMA) when

the TSE determines that the End User’s Hardware Product

is defective or otherwise needs replacement (if Wi-Fi

Product is eligible for replacement pursuant to Section 6).

In these service requests, RMA information such as the

number and the type of replacement is provided to the

End User.

•

Close the service request when the End User agrees that

the problem has been resolved

•

The End User can monitor the service request progress

through the Mist Cloud Service dashboard. When the TSE

team updates a service request, the End User will receive

an email with the update.

Resolution Process: The assigned TSE will make use of all

available resources to provide a resolution to the reported

problem. Where a resolution is not readily available, the TSE will

use commercially reasonable efforts to identify workarounds,

resolutions, or ways to mitigate the impact of the problem. As

part of the resolution process, the TSE may take any of the

following steps:

•

Review configuration/debug information to identify

resolution of issue.

•

Replicate the scenario/issue in the Juniper lab (where

possible).

•

Troubleshoot live on the affected equipment.

•

With the End User’s consent, create and review packet

captures to isolate the problem.

•

Create an RMA where the cause of a problem is related to

failed Hardware Product which is eligible for replacement.

•

Create an Engineering Defect ticket (problem report or

bug) where the cause appears to be a Hardware Product

defect.

Escalation: Automatic escalation alerts to senior management

are triggered on all P1 issues. In addition, TSE team members

can escalate any support request to senior management.

Cloud Service Description - Mist AI

Juniper Business Use Only

Online Support

During the term of the Juniper Networks Service Contract,

Juniper Networks provides the End User with self-service

access to the Juniper Networks Customer Service Center (CSC)

and Mist online portal, which provides information, answers,

tools, and service options for the End User’s use in supporting

Mist AI. Offerings include, but are not limited to:

Online case management: create new cases, check the status

of existing cases, update cases with new information, and

search by case numbers, RMA numbers, and the End User’s own

internal case reference numbers.

End Users can open a Service Request with the TSE team as

follows:

•

(Preferred) Web: manage.mist.com (top right corner under

“?” icon)

•

Email:

support@mist.com

•

Product Defect (Bug) Reporting Process – End Users

may check the product Release Notes on the Mist Cloud

Service dashboard for the latest information on known

issues or existing bugs with the Wi-Fi Products. Any

new and suspected product defects (bugs) found in the

field should be reported to the Juniper TSE team using

the problem reporting procedure described above. The

TSE team verifies all issues before they are escalated to

development engineering, and all known Juniper Wi-Fi

Product defects are documented.

•

Feature Enhancement Requests – The End User can submit

Product feature improvement requests through the Mist

Cloud Services dashboard at https://ideas.mist.com/

forums/912934-product-features.

Juniper and Mist Knowledge Center: ability to search thousands

of articles, including configuration assistance, known issues,

interoperability, and compatibility information.

Cloud Service Description - Mist AI

Juniper Business Use Only

Resolution Process

The assigned TSE will make use of all available resources

to provide a resolution to the reported problem. Where a

resolution is not readily available, the TSE will use commercially

reasonable efforts to identify workarounds, resolutions, or ways

to mitigate the impact of the problem.

As part of the resolution process, the TSE may take any of the

following steps:

•

Review configuration/debug information to identify

resolution of issue

•

Replicate the scenario/issue in the Juniper Wi-Fi lab

(where possible)

•

Troubleshoot live on the affected equipment

•

With the End User’s consent, create and review packet

captures to isolate the problem

•

Create an RMA where the cause of a problem is related to

failed Hardware Product which is eligible for replacement

pursuant to Section 6.

•

Create an Engineering Defect ticket (problem report or

bug) where the cause appears to be a Hardware Product

defect.

Replacing Defective Hardware Products

If the TSE determines that an End User’s Hardware Product is

defective and is eligible for replacement as set forth in the table

below, the TSE will initiate the process for creating an RMA.

The RMA is dispatched directly to the End User who will receive

instructions and status on the RMA via e-mail.

Definitions of Key Terms:

•

“Business Day” in connection with the particular Juniper

Networks resource supporting Mist WiFi Care Services

means Monday through Friday, 8:00 a.m. to 5:00 p.m., in

the time zone where such resource is located, excluding

local holidays.

•

“Ship-to Address” means a warehouse or other manned

operating facility within the applicable Service Availability

Area and which is either (i) the installation site of affected

Juniper Mist Wi-Fi Product or other facility of End User

(or of the End User’s agent or contractor) designated by

the End User in its request for RMA, but only if the End

User also designates therein in writing the name and office

address (including country name) of that End User and of

such End User agent or contractor, as applicable; or (ii)

otherwise, the End User’s facility.

•

“Service Availability Area” means with respect to the

Juniper Mist Edge Wi-Fi Product, the city and zip/postal

code associated with the support availability verification

number (as generated by Juniper’s online support

availability tool) designated in the PO for the Juniper Mist

Edge Hardware Product replacement plan.

Cloud Service Description - Mist AI

Juniper Business Use Only

Product Warranty—Business Summary

The warranty information in Table 3 is meant as a summary

only. The formal warranty statements will always supersede any

information provided in this CSD. All Juniper warranty statements

can be found at: https://support.juniper.net/support/warranty/ (or

such other URL that Juniper may designate from time to time).

Table 3: Warranty Summary

Juniper Mist

Hardware

Products

Warranty

Period

Update

Frequency*

Post Warranty

Support

Indoor rated Wi-Fi

and BLe access

points (ex: AP21,

AP41, AP43)

Longer of 1

year or last

order date

Replace

Access to Juniper

helpdesk; Embedded

Software bug fixes and

updates, Hardware

Product replacement for

5 years from Last Order

Date as defined in the

EOL Policy (subscription

required)

Outdoor rated Wi-

Fi access points (ex:

AP61 and AP63)

1 year

Replace

Access to Juniper

helpdesk; bug fixes and

updates (subscription

required)

Juniper Mist Edge

server

1 year

Replace

Access to Juniper

helpdesk, Juniper Mist

Edge Software updates

and bug fixes (Juniper

Mist Edge service

subscription required);

Support contract must be

purchased for Hardware

Product replacement

Notes:

Warranty begins upon delivery of the Hardware Product in accordance with

the shipping terms

See EOL/EOS Policies for more information about end-of-sale notification

and end-of-life support (https://www.juniper.net/support/eol/#) (or such

other URL that Juniper may designate from time to time).

Post-warranty Hardware replacement is provided for all indoor rates Wi-Fi

Products for as long as the End User has paid for a subscription to a Juniper

Mist Cloud Service, subject to the Hardware Product reaching its end of life.

Wi-Fi Access Point Hardware Replacement—RMA Process

The following is a summary of the return process for eligible

Wi-Fi Products and is provided for information purposes only

to assist End User in understanding the benefits of support

for Juniper Mist Wi-Fi Products. A complete description of the

RMA process is set forth in the Juniper Networks RMA Repair

and Return Policy and Procedure https://support.juniper.net/

support/rma-procedure/.

In the event of a conflict between the RMA Repair and Return

Policy and the summary in this Section 6.3, the RMA Repair and

Return Policy will prevail.

Any Juniper Hardware Product that needs to be returned to

Juniper requires an RMA.

If a Hardware Product defect is determined to be the cause of the

problem and the Hardware Product is eligible for replacement, or if

a Hardware Product replacement is required for any other reason,

the TSE will create an RMA. The RMA number is communicated via

email to the End User and linked to its Service Request.

For eligible Wi-Fi Hardware Products, Juniper will within three

(3) business days of issuing an RMA to the End Use ship a

replacement unit to the Ship-To Address in advance of receiving

returned defective Hardware Product. The End User can use the

same packaging to return the defective unit. The End User must

label the outside of the box with the RMA number to ensure

proper tracking and handling.

Provided that the End User follows the instructions for return

shipment provided with the RMA, Juniper will pay the costs for

return shipment of the defective Hardware Product.

If any equipment arrives at a Juniper Networks shipping and

receiving dock with an unnumbered RMA, and the equipment

serial number cannot be verified against an existing RMA, the

equipment will not be accepted and will be returned to sender

at the sender’s cost.

Juniper Mist Edge Hardware Advance Replacement Plan

End User may purchase a support plan for Juniper Mist Edge

Hardware Product that includes next day shipment of advance

replacement units. Juniper Networks will ship a Juniper Mist

Edge replacement unit to the Ship-To Address in advance of

receiving the returned defective Hardware Product on the next

business day, if the RMA is issued by 3 p.m. local time (based on

the regional distribution center or in-country depot if available).

If the RMA is issued after 3 p.m., Juniper Networks will ship

on the business day following the next business day. In order

to receive Next-Day Shipment Support Service, the End User

must have a service availability verification number to indicate

that Next-Day Shipment Support Service is available where the

End User has installed the Juniper Mist Edge Hardware Product.

Either the End-User or the Authorized Reseller can request a

support availability verification number.

Returns Not Received

The End User has thirty (30) days from receipt of the

replacement unit to return the defective Hardware Product

under an RMA. After 30 days, Juniper Networks has the

discretion to charge the End User at the price paid for the

non-return of a defective unit. This notice is included in the

confirmation of the RMA that is sent to the End User on the

date of issuance. RMAs that are “not received” can occur in one

of the following ways:

•

The return is received after 30 days from receipt of the

replacement unit and processed in the normal manner by

the Juniper Networks RMA repair and return department.

•

The End User decides not to return the equipment and

the RMA is canceled when the End User issues a purchase

order for the specified equipment.

Cloud Service Description - Mist AI

Juniper Business Use Only

Wired and WAN Assurance Support Process

The Juniper Mist Wired Assurance and WAN Assurance

services bring Mist AI to routing and switching. They set a new

network management standard with AI-driven operations and

automation, improving the experiences of devices connected to

resources through Juniper switches and gateways. To provide

the best end user experiences, Juniper also extends Juniper

Networks Technical Assistance Center (JTAC) support to WAN

Assurance and Wired Assurance end users.

When Juniper support such as Core, CorePlus, Same Day, or

Next Day is purchased as part of the WAN Assurance and/

or Wired Assurance offerings, the support process has been

aligned such that end users can access support through the Mist

portal, and Juniper will internally manage the communication and

escalation process. The Customer/End user managing the Mist

AI cloud offering can enter a ticket on either the Mist portal or

the JTAC portal to get support, as either portal can be leveraged

for issue identification and resolution plan.

•

Access: For details on the JTAC support center structure,

how to access JTAC support, JTAC response time

guidelines, problem reporting and escalation procedures,

case workflow, and end user communication guidelines,

please refer to the JTAC User Guide at www.juniper.net/

us/en/local/pdf/resource-guides/7100059-en.pdf.

•

Problem Report (PR) Search: Access the most complete

and up-to-date information about known Juniper Networks

operating system defects with PR Search. This tool allows

you to search for defects by PR number, Junos OS release

version, and keyword, providing upgrade analysis and

impact information. The End User can also subscribe to

PRs of interest in order to receive automated updates as

specific PRs change.

•

Online Tools: Various tools are available to help analyze

hardware and software information such as configuration

tool, translator, migration tool, and so on.

•

Technical Bulletins: Timely notifications on new feature

releases, end of life, known product issues, and more.

Use of Online Tools is Subject to the Following

End Users shall have personal, non-transferrable, non-

sublicensable, nonexclusive access during the term of the

Support Services to Juniper Networks’ online Customer Support

Center (CSC), subject to limited use terms posted at such

site, all solely for the End User’s internal use in support of the

Juniper Networks product covered under the Juniper Networks

Service Contract. End User shall maintain an active subscription

contract to access resources.

Juniper Networks reserves the right in its discretion to limit or

prohibit access by any End User if Juniper Networks believes

that such access may give rise to violation of export control laws

or regulations, or any other violation of Juniper Networks’ rules

or the limited use terms identified above.

Replacing Defective Hardware Products

If the TSE determines that an End User’s Hardware Product is

defective and is eligible for replacement, the TSE will initiate the

process for creating an RMA. The RMA is dispatched directly to

the End User who will receive instructions and status updates

on the RMA.

Hardware Warranty: https://support.juniper.net/support/

warranty/

EOL/EOS: https://www.juniper.net/support/eol/

Procedure:

https://support.juniper.net/support/rma-procedure/

End User Responsibilities

For any Problem identified as a Priority 1 Problem, End

User will provide Juniper Networks or its authorized service

representative access to the affected network environment,

and will assign a technical contact for Juniper Networks.

Furthermore, if Juniper Networks determines that its technical

personnel need access to the End User’s network to remotely

diagnose a problem, the End User will ensure that Juniper

Networks’ personnel have the necessary level of authorized

access to such network. End User shall have the right to

observe such access.

End User shall maintain a reasonable number of support

engineers who are trained on Juniper products.

All communication to Juniper Networks’ engineers of end user

issues and responses will be conducted in English.

End User shall maintain the role changes or resignation of

its support engineers so that their individual accounts are

modified/deactivated as needed.

End User shall provide access to servers, equipment,

information, logs, infrastructure, and resources that are

necessary for the delivery of the Service.

End User shall advise Juniper Networks of any information

Juniper Networks may reasonably request about the execution

of the Services throughout the delivery of Services. If third-

party participation and cooperation is required for the End User

to perform the End User responsibilities, End User shall be

responsible for getting such participation and cooperation.

End User shall provide written notice to Juniper Networks as

soon as it becomes clear or there is reason to believe that the

End User will not meet any of the End-User responsibilities.

Cloud Service Description - Mist AI

Juniper Business Use Only

API Deprecation Policy

It is our endeavor to continue supporting each API in its native

form as long as possible. However, to improve the capability and

performance of the API, some may be deprecated.

Whenever a Mist API is to be deprecated, advance notice will

be given at least three months before the deprecation date.

Post deprecation, the backward compatibility will be maintained

for at least nine months to give a sufficient time window

for partners and end users to migrate their API dependent

applications. The notifications will be sent out as part of the

regular feature updates.

Compliance with Laws; Export Requirements

End User shall comply with all applicable laws and regulations

and with all terms of the Export Note incorporated in the

Shipping Terms Exhibit posted at www.juniper.net/Shipping-

Terms-Exhibit. End User warrants that it has no knowledge

or reason to believe that it has received any Juniper product

through any export or re-export in violation of U.S. or other

applicable laws or regulations, that it is not a Sanctioned Party

(as that term is defined in the Export Note), that no Juniper

product or Mist AI is located in or controlled from a site in a

Group E country (Cuba, Iran, North Korea, Syria, or in the region

of Crimea), and that it is not using any product or Mist AI to

support activities in support of development, manufacture,

or use of nuclear fuel or weapons, missiles, or chemical or

biological weapons or other Prohibited Uses as that term is

defined in the Export Note. End User further covenants that

it will immediately notify Juniper Networks if at any time such

warranties and representation become no longer accurate at

such time. Regardless of any disclosure made by the End User

to Juniper Networks of an ultimate destination of the Products.

End User will not export, either directly or indirectly, any Juniper

products or Mist AI without first obtaining any and all necessary

approvals from the competent government authorities

administering U.S. and other applicable country export controls.

End User understands and agrees that certain restrictions on

services described herein may be imposed by Juniper Networks

to avoid violations of export control laws.

Availability

These Support Services are available where they can lawfully

be sold and subject to applicable limitations posted by

Juniper Global Support Operations on the Juniper website

or the Juniper price list; Support Services are available with a

Subscription for a minimum fixed duration of 12 months.

Scope

Support Services shall be delivered remotely from an authorized

Juniper Networks location unless specified otherwise.

All service deliverables in this offering are available in English

only unless otherwise specified by Juniper Networks.

Juniper Networks’ obligation to perform any particular Support

Services hereunder is contingent upon Juniper Networks

receiving from the End User such cooperation, network access,

consents, information, and materials that Juniper Networks may

reasonably request to enable Juniper Networks’ proper and

efficient performance of such Support Services and to enable

Juniper Networks to do so in compliance with all applicable laws

and regulations.

Exclusions

Juniper Networks is not obligated to provide Support Services

for any of the following:

•

Third-party devices (hardware, software cabling, etc.) not

provided by Juniper Networks or problems associated with

or arising directly or indirectly from such components;

•

Problems with a Juniper Mist Cloud Service that have been

modified without Juniper Networks’ written consent by any

person (including unauthorized modifications by Support

Services Specialist);

•

Juniper Product that is physically damaged by the End

User or damaged from any exposure to water (except for

outdoor rated Mist AI Products that are exposed to normal

weather conditions);

•

Problems relating to incompatibility of Mist AI with third-

party devices;

•

Problems caused by the use of Mist AI other than in

accordance with applicable documentation;

•

Problems with Mist AI where End User did not provide the

required information;

•

Problems caused by the misuse of Mist AI generally;

•

Problems with Software used in connection with Mist AI

that is not a Supported Release;

•

Problems with a cloud managed hardware device that is

not compatible, nor under a supported release of Mist AI.

Disclaimer

The service levels (for example, Mist AI availability or response

times) described in this CSD are targets or objectives that

Juniper strives to achieve consistently in providing Support

Services to End Users. A failure to meet any one or more of the

service levels will not create any liability on the part of Juniper,

nor a right to any credits or to withhold payment for Juniper AI

Products on the part of End Users.

Cloud Service Description - Mist AI

Juniper Business Use Only

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.

Corporate

and

Sales

Headquarters

Juniper Networks, Inc.

1133 Innovation Way

Sunnyvale, CA 94089 USA

Phone: 888.JUNIPER (888.586.4737)

or +1.408.745.2000

www.juniper.net

APAC and EMEA Headquarters

Juniper Networks International B.V.

Boeing Avenue 240

1119 PZ Schiphol-Rijk

Amsterdam, The Netherlands

Phone: +31.207.125.700

United States and other countries. All other trademarks, service marks, registered marks, or registered service marks are the property of their respective owners. Juniper Networks

assumes no responsibility for any inaccuracies in this document. Juniper Networks reserves the right to change, modify, transfer, or otherwise revise this publication without notice.

9060177-006-EN August 2024