New CSC Tools: RMA Tracking and SFTP
RMA Shipment Tracking:
We are introducing an RMA Shipment Tracking feature on the CSC to provide you improved visibility to your RMA shipments. You will now be able to view the shipment status of your RMA: when the replacement part was shipped, when it's expected to arrive, and when delivery is complete. This information will be displayed in the "Shipment Status" section of the RMA page. In addition, clicking the Way Bill Number will take you directly to the real-time tracking page for that shipment on the carrier's website.
If you would like to view detailed shipment tracking for your replacement part and the waybill link does not pull up the information on the carrier's website, please contact your Juniper CSR for further assistance.
Secure FTP
As of April 21st, Customers and Partners now have a more secure and reliable method to transfer files to Juniper. This new SFTP upload process will provide the following advantages:
- Secure encrypted transport of upload from customer site
- Better performance and reliability
Files uploaded will be automatically attached to your case and a notification will be sent to the engineer from the Case for easy and timely upload handling.
For more details see KB23337 (http://kb.juniper.net/KB23337) - How to upload large files to a JTAC Case.
The Support Search (Knowledge Base) is designed to answer questions that are worded in plain, conversational English, just as you would ask them to another person.
Use at least 3-4 words in your query that are relevant. For example "vpn" will give poor, non-specific results.
But "configure xauth vpn" will provide very targeted results.
NOTE: Support Search searches almost the entire website, not just the Knowledge Base.
You can filter the results to a particular source using the
By Source filter on the left-side of the search resuts page.
Here are some tips and guidelines about asking questions and getting answers:
- Select your product family from the pulldown. If you don't recognize your particular product -
mention it in your query. The KB understands most variations of product names and even most model numbers.
- Enter complete questions in your own words.For example:
how to configure 802.1x
- Keep your query to 8 terms or less
Concise statements of the issue or question are best.
- Be careful when pasting in output from other applications so that linbreaks and other non-printable characters are avoided.
- Use correct spelling and grammar to get the most accurate answers.
Correct capitalizations are not required, but can sometimes help to locate names and acronyms.
- Boolean operators are not necessary.
Many search engines use words and symbols (such as AND, NOT, +, and -) as logical operators to define complex searches.
Juniper Knowledge Base does not rely on logical operators to construct search queries, but treats these words as ordinary parts of the question.
Sat 19 May 2012 18:00 -0800
Sat 19 May 2012 19:00 -0800
Application Maintenance and Downtime
We will be conducting maintenance on our systems to better support you. During this time some of our Self-Service systems may have limited availability and/or functionality.
Applications which will have downtimes are:
- User Registration
- Product Registration
- Service Availability Tool
- Product/Certificate Activation Tool
- Search Products & Contracts
- Serial Number Entitlement Tool
- SMART
- Suscription Registration (SubReg)
Should you need assistance during the maintenance period, please contact Global Support at 1-888-314-5822 (international callers use 408-745-2000). If outside the US or Canada, use the Juniper Global Support International Toll Free Number for your country (See Contacting Support).
We apologize for any inconvenience this may cause.
I
We are conducting a survey to improve our
Customer Support site. We would like to send you an e-mail containing a link to
an online survey. The survey will ask about your Support experience today, and
you will be able to fill it out at your convenience.
