Levels of Services

Video Levels of Service

The Premium Service level offers you the points already included in the Basic Service:

• Hosting: file hosting service, web applications and xml.
• General improvements to the Intranet and Webservice: on a monthly basis you will enjoy the improvements made to the Intranet and to the Webservice. You will receive a monthly newsletter with the details of each improvement.
• Uptime: we guarantee 95% uptime of your system.
• Monthly hours: you will have hours in proportion to your Basic service cost to use them on any type of ticket during the current month.

In addition, it includes the following improvements:

• SLA (Service Level Agreement): As a Premium Customer, you will have an SLA for all tickets which is detailed in:

• Support: you will have an equivalent of 30 hours of support per month so that the Juniper team can clarify doubts about your system. You will see the status of your hours consumed and available detailed in a display panel.
• Conferences: in addition to the support hours, you will have 8 hours a month of conferences with the Juniper team for any questions or concerns about your project.
• Unique Hotel Tickets: you will have 10 tickets per month to review your unique hotels or those of an external supplier.
• Attention by chat: you will be able to do direct consultations by chat with an agent of the First Level Support (PS) team to comment and / or resolve doubts about 4 error or support tickets per month that are in the review process.
• Estimates for developments: you can request as a minimum 2 estimates per month for new developments. * If approved, you will have the approved number again to request an estimate again. For example, if you approve an estimate and cancel another, you can request another one.
• Discount of hours in developments: you will be able to use the expired hours of Monthly Hours as a discount on developments requested during the current year.
• False errors at no additional cost: in the event that you open an error ticket that is treated as such and finally ends up in another type of ticket (support or development), hours will not be deducted from your bag of hours.
• Integrator support: you will have 1 new integrator support per month.
• Weekly ticket report: you will receive a weekly automatic report of the status of your open tickets through the support portal.

The Gold Service level improves some of the points of the Premium Service as detailed below:

• Hosting: file hosting service, web applications and xml.
• General improvements to the Intranet and Webservice: on a monthly basis you will enjoy the improvements made to the Intranet and to the Webservice. You will receive a monthly newsletter with the details of each improvement.
• Uptime: we guarantee 99% uptime of your system.
• Monthly hours: you will have hours in proportion to your Basic service cost to use them on any type of ticket during the current month. The hours not consumed will be accumulated for use within the following 3 months.
• Support: you will have an equivalent of 100 hours of support per month so that the Juniper team can clarify doubts about your system. You will see the status of your hours consumed and available detailed in a display panel.
• Conferences: in addition to the support hours, you will have 16 hours per month of conferences with the Juniper team for any questions or concerns about your project.
• Unique Hotel Tickets: you will have 20 tickets per month to review your unique hotels or those of an external supplier.
• Attention by chat: you will be able to do direct consultations by chat with an agent of the First Level Support (PS) team to comment and / or resolve doubts about 14 error or support tickets per month that are in the review process.
• Estimates for developments: you can request as a minimum 3 estimates per month for new developments. * If approved, you will have the approved number again to request an estimate again. For example, if you approve an estimate and cancel another, you can request another one.
• Discount of hours in developments: you will be able to use the expired hours of the monthly Hours as a discount on developments requested during the current year.
• False errors at no additional cost: in the event that you open an error ticket that is treated as such and finally ends up in another type of ticket (support or development), hours will not be deducted from your bag of hours.
• Integrator support: you will have 1 integrator support per month.
• Weekly ticket report: you will receive a weekly automatic report of the status of your open tickets through the support portal.
• SLA (Service Level Agreement): As a Gold Client, you will have an SLA for all tickets which is detailed in:

In addition, the Gold Service offers you:

• Analysis in developments: you can request up to 12 hours of analysis per month in developments.
• Weekly Performance Report: you will receive automatic weekly reports on the use of your system.
• Supervision of the proper use of the system: Juniper's Business & Performance specialist team will ensure optimal use of your system.
• Consulting service: you will have the consulting service on your project from the Project Management team.
• SLA by client time zone: you will be assisted from 8am to 5pm of the time zone you choose.
• After-hours service: when you open a non-critical ticket, outside your opening hours, the First Level Support team will give you an answer.
• Free E-Learning: you will enjoy the E-Learning platform and all its content with no license cost.
• License to use the Juniper KPI app: you will have 1 free user license to use the Juniper KPI mobile application so that you can better monitor your business.
• Discount on the hourly rate: you will have a 5% discount on the purchase of hours.
• Discount on licenses: you will benefit from an additional 5% discount on the purchase of new licenses.

In addition, the Gold service gives you access to the following services at an additional cost:

• Tailor-made SLA: you can acquire a customized SLA which improves the hours of the SLAs described in the previous Services and also has compensation in case of non-compliance, if you wish so.
• Personalized uptime: you will be able to acquire more uptime for your system, if you wish so.
• Personalized DRP (Disaster Recovery Plan): see details in the appendix.

The Platinum Service level improves some of the Gold Service points as detailed below:

• Hosting: file hosting service, web applications and xml.
• General improvements to the Intranet and Webservice: on a monthly basis you will enjoy the improvements made to the Intranet and to the Webservice. You will receive a monthly newsletter with the details of each improvement.
• Uptime: we guarantee 99% uptime of your system.
• Monthly hours: you will have a number of hours per month to spend on any type of ticket during the current month. The hours not consumed will be accumulated for use within the following 3 months.
• Support: you will have an equivalent of 165 hours of support per month so that the Juniper team can clarify doubts about your system. You will see the status of your hours consumed and available detailed in a display panel.
• Conferences: in addition to the support hours, you will have unlimited conferences per month with the Juniper team for any questions or concerns about your project.
• Unique Hotel Tickets: you will have unlimited tickets per month for the review of your unique hotels or those of an external supplier.
• Attention by chat: you will be able to do direct consultations by chat with an agent of the First Level Support (PS) team to comment and / or resolve doubts about unlimited error or support tickets per month that are in the review process.
• Estimates for developments: you can request as a minimum 5 estimates per month for new developments. * If approved, you will have the approved number again to request an estimate again. For example, if you approve an estimate and cancel another, you can request another one.
• Discount of hours in developments: you will be able to use the expired hours of the Monthly Hours as a discount on developments requested during the current year.
• False errors at no additional cost: in the event that you open an error ticket that is treated as such and finally ends up in another type of ticket (support or development), hours will not be deducted from your bag of hours.
• Integrator support: you will have 1 integrator support per month, which you can accumulate in the subsequent 3 months if it is not used.
• Weekly ticket report: you will receive a weekly automatic report of the status of your open tickets through the support portal.
• SLA (Service Level Agreement): As a preferred customer, you will have an SLA for all tickets which is detailed in:

• Custom SLA: you can acquire a custom SLA which improves the hours of the SLAs described in the previous Services and also has compensation in case of non-compliance, if you wish so.
• Analysis in developments: you can request up to 24 hours of analysis per month in developments.
• Weekly Performance Report: you will receive automatic weekly reports on the use of your system.
• Supervision of the proper use of the system: Juniper's Business & Performance specialist team will ensure optimal use of your system.
• Consulting service: you will have the consulting service on your project from the Project Management team.
• SLA by client time zone: you will be assisted from 8am to 5pm of the time zone you choose.
• After-hours service: when you open a non-critical ticket, outside your opening hours, the First Level Support team will give you an answer.
• Free E-Learning: you will enjoy the E-Learning platform and all its content with no license cost.
• License to use the Juniper KPI app: you will have 2 free user licenses for the use of the Juniper KPI mobile application and thus be able to better monitor your business.
• Discount on the hourly rate: you will have a 5% discount on the purchase of hours.
• Discount on licenses: you will benefit from an additional discount on the purchase of new licenses.

In addition, the Platinum Service offers you:

• Dedicated Project Manager: you will be assigned a full-time dedicated Project Manager (8 hours, Monday through Friday) with a backup contact person if the Project Manager is absent.

In addition, the Platinum service gives you access to the following services at an additional cost:

• Tailor-made SLA: you can acquire a customized SLA which improves the hours of the SLAs described in the previous Services and which also has compensation in case of non-compliance, if you wish so.
• Personalized activity time: you will be able to acquire a greater activity time of your system, if you wish so.
• Personalized DRP (Disaster Recovery Plan): see details in the appendix.

DRP (Disaster Recovery Plan)