Contacting Support

Global Support

Phone: 1-888-314-5822 (toll free, US & Canada)

If outside US or Canada, use a country number listed from one of the regional tabs above.

Web: Case Manager

Email: We do not support opening new cases via email. Please call one of our Support phone numbers or create a case via Case Manager.

Case Types

Customer Care Create a Customer Care case for the following types of non-technical issues: Account Registration Login Assistance Product Registration Support Certificates Entitlement to Downloading software License Key management (VYSYS, SSL) Warranties & Contracts SMART Tool

Juniper Technical Assistance Center (JTAC) Create a Technical Support case for the following types of technical issues: Product Technical Support Equipment Repair Existing Case Escalation Schedule remote install window for Service Now configuration

When opening a case, be prepared to provide the following:

• Serial number
• Definition of the problem in detail
• Priority Level and impact of the problem
• Indication of the activity that was being performed when the problem occurred
• Software version
• Configuration data

Priority Levels & Escalations

For complete details on our priority levels and escalation guidelines, please refer to the JTAC User Guide or your respective J-Care Technical Services End-User Agreement (EUSA). If you need to escalate a case now, call your support number and ask for the Duty Manager; for more information, see KB17701.

Escalation Guidelines

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.

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	1 hour	12 hours	15 days	30 days
Director, Customer Service	2 hours	24 hours
Vice President, Customer Service	4 hours	96 hours
Vice President, Engineering and Sales	4 hours

Country	Phone Number
Austria	0800 293 390
Belgium	0800 72895
Denmark	8088 4839
Egypt (inside Cairo)	2510-0200 20 1-888-242-9217
Egypt (outside Cairo)	02 2510-0200 1-888-242-9217
Finland	0800 116769
France	0800 917 669
Germany	0800 1833 973
Greece	00800 4413 1389
Ireland	1800 300 165
Israel	1809 442759
Italy	800 784 231
Kazakhstan	888 242 9217
Luxembourg	8002 2970
Netherlands	0800 022 3531 +31 207125900
Norway	800 18039
Pakistan	00800 90044016 Accessible only from PTCL landline phones.
Portugal	800 880384
Russia	8-800-700-0314
Saudi Arabia	800 8445 408
South Africa	0800 982075
Spain	900 938 989
Sweden	0200 285471
Switzerland	0800 564 555
Turkey	Dial country code: 0811-288-0001 Then dial toll free number: 888 242 9217
UK	0800 015 0294
United Arab Emirates	8000 4416860 or 0-800-121 (wait for AT&T msg), then dial 1-888-242-9217
United Arab Emirates (Military)	0-800-151 (wait for AT&T msg), then dial 1-888-242-9217
Other Countries	+1 408-745-9500

Country	Phone Number
Brazil	0 800 891 2125
Chile	123 0020 4372
Colombia	01 800 915 6239
Costa Rica	0 800 012 1512
Mexico	001 877 832 2260
Panama	001 800 507 1952
Peru	0 800 52 805
Venezuela	0800 100 4710
Other Countries	+1-408-745-9500

Country	Phone Number
Australia	0011-800-2-JUNIPER (0011-800-2586-4737) - UIFN 1-800-008-792 - ITFS
North China - ChinaUnicom	00-800-2-JUNIPER (00-800-2586-4737) - UIFN 10800-7121569 - ITFS
South China - China Telecom	00-800-2-JUNIPER (00-800-2586-4737) - UIFN 10800-1201569 - ITFS
Hong Kong	001-800-2-JUNIPER (001-800-2586-4737)
India	000800 440 1544
Indonesia	001 803 442298
Japan - KDDI	001-010-800-2-JUNIPER (001-010-800-2586-4737)
Japan - NTT Communications	0033-010-800-2-JUNIPER (0033-010-800-2586-4737)
Japan - Softbank Telecom	0061-010-800-2-JUNIPER (0061-010-800-2586-4737)
New Zealand	00-800-2-JUNIPER (00-800-2586-4737) - UIFN 0-800-44-3774 - ITFS
Pakistan	00800 90044016 Accessible only from PTCL landline phones.
South Korea - Korea Telecom	001-800-2-JUNIPER (001-800-2586-4737)
South Korea - DaCom	002-800-2-JUNIPER (002-800-2586-4737)
Malaysia	1800889771
Singapore	001-800-2-JUNIPER (001-800-2586-4737)
Taiwan	00-800-2-JUNIPER (00-800-2586-4737)
Thailand	001-800-2-JUNIPER (001-800-2586-4737)
Vietnam	120-11556
Other Countries	+1-408-745-9500

UIFN & ITFS explained

UIFN:

Universal International Freephone Number (An International Toll Free number that is dialed using International Access Codes)

ITFS:

International Toll Free Service (An International Toll Free number that is dialed using Local Access Codes)

1.Make sure that you are dialing the number exactly as listed. Do not add any digits to the number except for digits necessary to access an outside line (if you are dialing from your PBX).

2. All UIFN numbers must be dialed as international calls. The IAC (International Access Code) is the number dialed from each country to place an international call. Even though the number is dialed as a long distance call, the toll charges will be reversed and you will not be billed for the call. (NOTE: Be sure to dial the number exactly as listed, dialing using an IDD number or calling card may result in charges from your carrier. Juniper Networks will not be liable for toll charges resulting from misdialed numbers.)

3. In the US & Canada the IAC is 011, in most Asian countries it is 001, and for most European countries the IAC is 00. Japan, South Korea and a few other countries have more than one IAC. Please check the numbers listed above for the correct IAC for your country.

4. If you are behind an office PBX system, contact your PBX administrator and verify that they are not blocking international dialing to UIFN or ITFS numbers.

5. If you are unable to dial the number as it is listed on this web page, please contact your long distance carrier and verify that they have not blocked international dialing on your telephone line.

6. If you are unable to dial the UIFN number, check to see if an ITFS (local access toll free) number is available for your country. If no ITFS number is available, you will need to dial the US toll number at +1-408-745-9500. (NOTE: this is a toll call, you will be charged long distance fees by your long distance carrier for dialing this number).

If you receive an error message when attempting to dial, please report the error by opening a Customer Care case via Case Manager. Please include the following details:

• The telephone number you are dialing from.
• The number you dialed.
• The approximate date and time that you placed your call.
• The error message or message number that you heard.