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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/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://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.