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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 post-sales 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/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://www2.juniper.net/kb/ - Find product documentation:
https://www.juniper.net/techpubs/ - Find solutions and answer questions using our Knowledge Base: http://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://www.juniper.net/alerts/
- Join and participate in the Juniper Networks Community Forum: https://www.juniper.net/company/communities/
- Open a case online in the CSC Case Manager:
https://www.juniper.net/cm/
To verify service entitlement by product serial
number, use our Serial Number Entitlement (SNE) Tool located at
https://tools.juniper.net/SerialNumberEntitlementSearch/
Opening a Case with JTAC
You can open a case with JTAC on the Web or by telephone.
- Use the Case Manager 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
https://www.juniper.net/support/requesting-support.html
When you contact technical support, be ready to provide:
- Your Steel-Belted Radius Carrier release number (for example, Steel-Belted Radius Carrier Release 7.x).
- Information about the server configuration and operating system, including any OS patches that have been applied.
- For licensed products under a current maintenance agreement, your license or support contract number.
- A detailed description of the problem.
- Any documentation that may help in resolving the problem, such as error messages, memory dumps, compiler listings, and error logs.
