Guidelines & Policies
Juniper Networks is an expert in achieving carrier-class network availability levels. We help you meet the most aggressive service demands with operational support designed to ensure maximum network uptime and optimize the utility of your network assets. You choose the service elements best suited to your network and your in-house capabilities and we can do the rest.
Contact Support
See how to effectively leverage the Juniper Networks Technical Assistance Center (JTAC).
Learn more about Contacting Support
JTAC User Guide: What You Need To Know
Juniper Care and Juniper Care Plus End-User Service Agreements (EUSA)
Juniper Care and Juniper Care Plus EUSA
Juniper Care and Juniper Care Plus - Service Descriptions (SDD)
Juniper Care
Juniper Care Plus
Configuration Analysis and Change Review
Design Change Review
Feature Rollout Plan Review
Focused Technical Support
Implementation Support
Network Change Plan Review
Product Health Check
Product Issue Impact Review
Software Upgrade Recommendation
J-Care Technical Services End-User Service Agreements (EUSA)
Effective October 1, 2010, these services are EOL. Please refer to Juniper Care and Juniper Care Plus, above, for your support options. For additional information, please visit: http://www.juniper.net/us/en/products-services/technical-services.
J-Care Essential Services EUSA
J-Care Efficiency Services EUSA
J-Care Continuity Services EUSA
J-Care Agility Services EUSA
J-Care Technical Services - Service Descriptions
Effective October 1, 2010, these services are EOL. Please refer to Juniper Care and Juniper Care Plus, above, for your support options. For additional information, please visit: http://www.juniper.net/us/en/products-services/technical-services.
J-Care Continuity Services - Standard Services Description
J-Care Efficiency Services - Standard Services Description
J-Care Agility Services - Standard Services Description
J-Care Agility Services Advanced Options - Configuration Analysis and Change Review Services Description
J-Care Agility Services Advanced Options - Design Review Services Description
J-Care Agility Services Advanced Options - Feature Rollout Plan Review Services Description
J-Care Agility Services Advanced Options - Focused Technical Support Services Description
J-Care Agility Services Advanced Options - Migration and Implementation Review Services Description
J-Care Agility Services Advanced Options - Migration Implementation Support Services Description
J-Care Agility Services Advanced Options - Product Issue Impact Review Services Description
J-Care Agility Services Advanced Options - Software Upgrade Recommendation and Review Services Description
Professional Services - Service Description Documents (SDD)
Strategic Network Consulting
Low-Level Design Validation and Testing
Proof-of-Concept Testing
Product Issue Impact Review
EF&I
Basic Installation
Configuration
Implementation Consulting
Site Survey
UAC Quick Start
High-Level Design
High-Level Design Review
Implementation Planning
Implementation Plan Review
Low-Level Design
Low-Level Design Review
Case Definitions for Priority
Juniper Networks offers priority setting of problems to customers with current service agreements.
Learn more about Case Definitions for Priority
Management Escalation Path
Juniper Networks prioritizes problems to bring quick resolution to critical situations.
Learn more about Escalation Management
Repair and Return Policy and Procedures
Identify the proper process to ensure hardware repairs and returns are tracked and handled efficiently.
Learn more about Repair and Return Policy Procedures and RMA Return Locations
Product Warranty
Learn more about Product Warranty
Inspection and Reinstatement Policy
Juniper Networks requires that when (i) the standard warranty has ended, (ii) a previously purchased contract has expired or (iii) there has been a transfer of product ownership, the Juniper equipment must be inspected or a reinstatement fee paid before placing such equipment under a new support services contract. The inspection and reinstatement fee is non-refundable and does not apply to the purchase of the support services contract.
Equipment that has not been inspected or a reinstatement fee processed will be eligible for time and material level of support only at then current rates, and will be subject to minimum charges.
Learn more about our Inspection and Reinstatement Policy
For additional information on the Inspection and Reinstatement Policy please contact the renewals team via e-mail at renewals@juniper-service.net.
Security Incident Response Team (SIRT) Policies
Juniper currently practices an entitled Disclosure Policy.
- The only individuals and groups who can access Juniper Security Bulletins are customers & partners with entitled access to Juniper Network Support pages.
- There are no Announcements to Press.
- There is no Public Access to Juniper Security bulletins - Only Customer & Partner Access.
- Entitled Disclosure is intended to keep details about the Security Bulletin limited to just customers & partners.
Remember, the SIRT Security Advisory is the only official Juniper statement on the vulnerability.
Learn more about SIRT and reporting vulnerabilities.
