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Repair and Return Policy and Procedures

Advance Replacement

In the event of a hardware failure, please contact Juniper Networks, Inc. to obtain a Return Material Authorization (RMA) number. If Customer has purchased a Hardware Replacement Support Plan, then Juniper Networks will provide replacement part(s) to Customer in accordance with the Hardware Replacement Support Plan. The replacement part may be refurbished, or substituted with similar products at the option of Juniper Networks. Juniper Networks cannot guarantee new replacement units be shipped against RMAs.

All returned material must have a valid Juniper RMA number. This number is necessary to ensure proper tracking and handling of returned material at the factory. Do not return any hardware until an RMA is issued. Juniper Networks reserves the right to refuse shipments that do not have an authorized RMA number. Refused shipments will be returned to the shipper via collect freight. The RMA Returns Policy requires customers to return the defective parts to Juniper Networks within 10 business days of receipt of the replacement unit, or be billed for the unit at full purchase price.

Return to Factory Repair

All claims filed for hardware units that fail (under warranty, not under a maintenance contract) will be repaired or replaced (with refurbished equipment) at the sole discretion of Juniper Networks. For those customers located outside the U.S., it should be noted that Juniper Networks' repair center(s) are in the U.S. and additional time (shipment days) should be factored into the overall repair time for transit to and from the U.S. Units returned under a valid RMA number will receive a ninety (90) day hardware warranty or the remainder of the original hardware warranty or active maintenance contract, whichever is longer.

Dead on Arrival (DOA)

For hardware that is considered Dead On Arrival (DOA) within the first thirty (30) days from the shipment date of Product from Juniper Networks manufacturing facilities, Juniper Networks will provide an expedited replacement of the affected field replaceable unit (FRU). A new unit will be made available for shipment from a designated Juniper Networks manufacturing facility within two (2) business days of RMA issuance. For customers located outside the US and Canada, our freight forwarding company will assist with the shipment and delivery of the new unit to an international location. Defective product must be returned within ten (10) days from receipt of replacement unit, or customer will be invoiced the full purchase price of the replacement part. Non U.S. customers should allow for additional transit time due to international customs clearance. Juniper Networks' Asset Recovery organization can assist the customer in facilitating the return of a defective DOA unit. Please do not send a DOA unit back to below addresses unless instructed by a Juniper authorized representative.

Non-Contracted/Out of Warranty

Additional requirements for units that or not currently under a maintenance contract or no longer under warranty: JTAC will confirm the hardware failure and inform the customer that a Logistics Customer Service Representative (CSR) will be contacting them. The CSR will provide a quote to the customer for the repair or replacement of the hardware. The customer is required to provide a P.O. for the repair or replacement costs associated with the hardware failure. Once the P.O. is received, via fax or email, the CSR will process the RMA and send further instructions to the customer or shipment details.

Please do not return any hardware back to Juniper Networks without a valid and authorized Return Material Authorization (RMA) number.

To obtain an RMA number, contact the Juniper Networks Technical Assistance Center (JTAC) at 888-314-JTAC (Canada and U.S.) or 408-745-9500 (outside the U.S.), customers can also access Case Manager.

When requesting an RMA, please provide the following information:

• Product model number for the defective hardware
• Product serial number for the defective hardware
• System serial number of the base unit
• Description of failure and troubleshooting performed to isolate cause
• Customer ship-to address
• Contact name
• Contact phone, fax, and e-mail

Send validated RMA returns to:

(NOTE: The locations outside the US are return depots, not repair facilities)

NOTE: Label the outside of the box with the RMA number to ensure proper tracking and handling.

Updated: January 2008