Requesting Technical Support
Technical product support is available through the Juniper Networks Technical Assistance Center (JTAC). If you are a customer with an active J-Care or JNASC support contract, or are covered under warranty, and need postsales technical support, you can access our tools and resources online or open a case with JTAC.
JTAC policies—For a complete understanding of our JTAC procedures and policies, review the JTAC User Guide located at https://www.juniper.net/assets/us/en/local/pdf/resource-guides/7100059-en.pdf.
Product warranties—For product warranty information, visit https://www.juniper.net/support/warranty/.
JTAC Hours of Operation —The JTAC centers have resources available 24 hours a day, 7 days a week, 365 days a year.
Self-Help Online Tools and Resources
For quick and easy problem resolution, Juniper Networks has designed an online self-service portal called the Customer Support Center (CSC) that provides you with the following features:
Find CSC offerings: https://www.juniper.net/customers/support/
Search for known bugs: http://www.juniper.net/kb/
Find product documentation: https://www.juniper.net/documentation/
Find solutions and answer questions using our Knowledge Base: https://kb.juniper.net/
Download the latest versions of software and review release notes: https://www.juniper.net/customers/csc/software/
Search technical bulletins for relevant hardware and software notifications: https://kb.juniper.net/InfoCenter/
Join and participate in the Juniper Networks Community Forum: https://www.juniper.net/company/communities/
Open a case online in the CSC Case Management tool: https://www.juniper.net/cm/
To verify service entitlement by product serial number, use our Serial Number Entitlement (SNE) tool located at https://entitlementsearch.juniper.net/entitlementsearch/ .
Opening a Case with JTAC
You can open a case with JTAC on the Web or by telephone.
Use the Case Management tool in the CSC at https://www.juniper.net/cm/.
Call 1-888-314-JTAC (1-888-314-5822 toll-free in the USA, Canada, and Mexico).
For international or direct-dial options in countries without toll-free numbers, visit us at https://www.juniper.net/support/requesting-support.html.
If you are reporting a hardware or software problem, issue the following command from the CLI before contacting support:
user@host> request support information | save filename
To provide a core file to Juniper Networks for analysis, compress the file with the gzip utility, rename the file to include your company name, and copy it to ftp.juniper.net/pub/incoming. Then send the filename, along with software version information (the output of the show version command) and the configuration, to firstname.lastname@example.org. For documentation issues, fill out the bug report form located at https://www.juniper.net/cgi-bin/docbugreport/.
13 December 2018—Revision 1, Junos OS Release 18.4R1– ACX
Series, EX Series, MX Series, NFX Series, PTX Series, QFX Series,
SRX Series, and Junos Fusion.