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.

Juniper Networks End User Support Agreement (EUSA)
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, see: Juniper Technical Services.
Case Definitions for Priority
Juniper Networks offers priority setting of problems to customers with current service agreements.
Management Escalation Path
Juniper Networks prioritizes problems to bring quick resolution to critical situations.
Product End-of-Life Policy & Procedure ("EOL Policy")
Repair and Return Policy and Procedures
Identify the proper process to ensure hardware repairs and returns are tracked and handled efficiently.
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.
For additional information on the Inspection and Reinstatement Policy please contact the renewals team via e-mail at
Security Incident Response Team (SIRT) Policies
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