Overview

This document provides an outline of the Support Model for the Juniper Networks set of Support APIs, i.e. how end-customer or partner (i.e. consumer) of the Support API can raise a Service Request for an issue associated with the Support API.

The Support Case API provides a mechanism for the B2B integration of end-customer/partner CRM/Ticketing Systems with Juniper to aid in the automation and synchronization of Service Requests. Support Model

There are two modes of the Support Model for the Support API; an initial Hypercare period followed by a standard support mode once successfully onboarded.

Support API Support Model

Hypercare Support

Post completion of the end-customer Support API onboarding and testing in the production environment a two (2) week period of Hypercare will be provided directly by the Juniper Support API/IT team, as an extension to support provided during the onboarding process.

During this period the designated end-customer contact should raise any issues directly using the API Support email alias api-support@juniper.net.

Standard Support

Subsequent to the two (2) week Hypercare Support, support for issues associated with the Support API is delivered via the Juniper’s standard support process and channels.

Service Requests can be raised either via the Juniper support portal casemanager or telephone. The Customer Care User Guide details how to access Juniper support and to open a Service Request.

Key Information required in Service Request

For issues associated with the Support API an Admin Service Request must be created. Appropriate IT team will be engaged.

The following key information must be provided as part of the Admin Service Request:

  1. Provide a clear and brief description of issue in Synopsis and a detailed description of the issue in the Problem Description.
  2. Ensure that you indicate your CustomerSourceID and which API is associated for the issue encountered.
  3. Provide the API request json payload sent and the API response json payload received by you for the API request submitted. This is essential to achieve a quick resolution.
  4. Where applicable provide the Support API error code.

In the service request creation flow for Category and Sub Category choose Support API/Case API.

Admin SR Category and SubCategory

Planned Outages

During planned downtimes of our Support CRM System in order to get a proactive notification clients who have integrated using this B2B channel must SUBSCRIBE to the following KB Article KB35307. This KB Article will be updated whenever there is a planned downtime. This is a self-help mechanism.

During the planned downtime of Juniper Support CRM system:

  • all create/update API requests received from customers and partners (client) will be responded with HTTP 200 response (the synchronous response) and the requests will be queued and processed when the downtime ends. The client experience will be that the update to the Juniper Support CRM will be delayed. In instance of createSR request the publishSR will be received by the Client when the downtime ends.

  • all query API requests received will fail and will be responded with a HTTP 400 response code. Response payload will contain a fault array with errorCode 999 and errorMessage “Error occurred while processing the request. Please retry later.”

Purpose of providing a proactive notification (via the self-help mechanism described above) on planned downtime events is to give the clients an option to not submit any requests during the downtime and there by not have to manage delayed updates to their WRITE requests.

During all planned outages, Juniper Global Support is fully staffed and available via the phone to handle technical or administrative issues. Juniper Global Support is available at 1-888-314-5822 or 408-745-9500, as well as local toll-free numbers in most countries worldwide. A complete listing of local toll free numbers are available at Contact Support.

Service Availability

Juniper does not commit to service availability of this API channel in terms of a guaranteed uptime. The various systems involved in the API channel are designed with a high availability philosophy. If there is an unplanned outage, all efforts are made to resolve the outage in a timely manner.