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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.

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:

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 support@juniper.net. For documentation issues, fill out the bug report form located at https://www.juniper.net/cgi-bin/docbugreport/.

Revision History

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.