Guidelines and Policies
Management Escalation Path
Juniper Networks offers systematic escalation management to customers with current service agreements. This ensures that the appropriate resources within Juniper Networks are utilized to resolve outstanding technical problems as efficiently as possible.
Escalation Management Response Times
Our systematic escalation process is intended to notify and brief various levels of management throughout the life cycle of the technical issue. Escalation timeframes are measured on a 24x7x365 basis.
| Owner | Priority 1, Critical | Priority 2, High | Priority 3, Medium | Priority 4, Low |
|---|---|---|---|---|
| Manager, Technical Support | Immediate | 12 hours | 15 days | |
| Director, Customer Service | 1 hour | 24 hours | ||
| Vice President, Customer Service | 4 hours | 96 hours | ||
| Vice President, Engineering and Sales | 4 hours | |||
| Executive Vice President, Operations and Field Operations | 24 hours |
NOTE: These escalation timeframes are to be used as guidelines and are not a substitute for sound business practices.