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:
Find product 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://support.juniper.net/support/downloads/
Search technical bulletins for relevant hardware and software notifications: https://kb.juniper.net/InfoCenter/index?page=subscriptions, "Manage My Subscriptions"
Open a case online in the CSC Case Manager:
To verify service entitlement by product serial
number, use our Serial Number Entitlement (SNE) Tool located at
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
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
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.