Case Definitions for Priority
Juniper Networks offers priority setting of problems 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.
Priority Management
When you contact Juniper Networks Technical Assistance Center (JTAC), a member of our support staff will work with you in assigning mutually agreeable priority levels to your problem that will be reflected in the support case opened on your behalf.
Priority 1: Critical
Catastrophic impact to mission critical functionality. Examples of Priority 1 issues include:
- Total loss or continuous instability of mission critical functionality
- Network or system is down causing users to experience a total loss of service
- Inability to use a feature or functionality that is currently relied upon for mission critical functionality
Juniper Responsibilities for Priority 1 issues:
- Resources dedicated 7x24 until resolution or workaround in place
Customer Responsibilities for Priority 1 issues:
- Designated resources that are available 7x24
- Ability to provide necessary diagnostic information
Priority 2: High
Significant impact to mission critical functionality. Examples of Priority 2 issues include:
- Issues that are impairing, but not a total loss of mission critical functionality
- Intermittent issues that affect mission critical functionality
- Inability to deploy a feature that is not currently relied upon for mission critical functionality
- Loss of redundancy of critical hardware component
Priority 3: Medium
Minimal impact to business operations. Examples of Priority 3 issues include:
- Issues in the network or on the system that are not causing impact to mission critical functionality
- Non-repeated issues that have impacted mission critical functionality but have since recovered
- Issues seen in a test or pre-production environment that would normally cause adverse impact to a production network.
- Time sensitive questions or information requests
- Workaround in place for Priority 1 and Priority 2 issues
Priority 4: Low
No impact to business operations. Examples of Priority 4 issues include:
- Information requests
- Standard questions on configuration or functionality of equipment
- Non-urgent RMA requests
- Cosmetic defects