Support Partners
Partner Support Program Features
When a partner signs a reseller service agreement, they are eligible for the following benefits for their contracted customers who have purchased Juniper Direct support or are covered by a reseller back-up support contract with Juniper:
- Access to the JTAC - Available 24 hours a day, 7 days per week including holidays. The JTAC is staffed with support engineers who diagnose system problems, provide solutions and workarounds where necessary, and provide escalation management.
- Software support - Access to major and maintenance releases of Juniper software for contracted customers.
- Hardware support - Access to Juniper parts to replenish the partner's spare parts inventory or have Juniper ship replacement parts directly to the end customer.
- Web-based services - Access to online services through the Partner Center web site, on which they will find sales and marketing tools, competitive information, and the Juniper.net Customer Support Center (CSC). The CSC provides the partner with access to a database of software releases, release notes, technical tools, frequently asked questions (FAQs), user documentation, technical notes, product information, and the Juniper.net Case Manager for creating and reviewing cases.
- Customer Support Access Manager Tool (CSAM) - online tool to allow partner management of their contracted end users access to the Juniper.net CSC to view technical documentation (does not include SW download or case management).
- Service Contract Management Center (SCMC) - online tool that enables partners to manage their installed base of support contracts, track renewals, and view available service options.
The support deliverables described above will vary by level of service selected. There are no generic or blanket contracts available. Support contracts are sold by product and are specific to the serial number registered with Juniper.