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Jtac user guide RESOURCE GUIDE JTAC User Guide Juniper Networks Technical Assistance Center JTAC What You Need to Know JTAC User Guide Table of Contents JTAC Quick Reference Guide Opening a Case with JTAC Self-Help Online Tools Resources Graphic JTAC Supp

RESOURCE GUIDE JTAC User Guide Juniper Networks Technical Assistance Center JTAC What You Need to Know JTAC User Guide Table of Contents JTAC Quick Reference Guide Opening a Case with JTAC Self-Help Online Tools Resources Graphic JTAC Support Flow Juniper Networks Customer Service Team Customer Care Global Logistics Reporting and Resolving Problems with JTAC Technical Support Entitlements General Questions and Problems Nonurgent Technical Cases Urgent Problem Reporting Escalation of JTAC Cases Product Defect Bug Reporting Process Feature Enhancement Requests RMA Process Using JTAC Systems Opening a Case in Case Manager Tracking Cases or RMAs via Case Manager Using JTAC Phone System Junos Space Service Now Cases Case Work Flow Within JTAC JTAC Engineer Responsibilities Resolution Process Defect Resolution Process Customer Communications Guidelines Reporting Security Vulnerabilities with SIRT Return Materials Authorization RMA Procedures Requesting an RMA RMA Troubleshooting Tracking RMAs via Case Manager Returns Not Received Appendix A Juniper Networks Product Warranty ??Business Summary Product Warranty Summary Entitlement Details JTAC Warranty Assistance Software Releases Hardware Support General Warranty Business Rules Juniper Networks Product Warranty Copyright ? Juniper Networks Inc JTAC User Guide Appendix B Juniper Technical Services Overview Juniper Care Services Juniper Care Plus Services Service Now Solutions ??Innovative and Powerful Support Technology that Enables Juniper Care Technical Services Upgrading Your Juniper Care Technical Services Contract Appendix C Obtaining a CSC Login and Password Industry Recognition About Juniper Networks Copyright ? Juniper Networks Inc JTAC User Guide JTAC Quick Reference Guide Juniper Networks Technical Assistance Center JTAC is your focal point of contact for post sales technical and network- related questions and issues on Juniper products x x Ogden Amsterdam Bejing Sunnyvale Westford Herndon Herzelia Chennai Pune Bangalore Seoul Tokyo Shanghai Hong Kong JTAC Centers Sydney Opening a Case with JTAC You can open a case with JTAC via the Web noncritical or telephone ? Case Manager via Customer Support Center CSC www juniper net cm ? Telephone - - -JTAC U S Canada and Mexico ? Telephone - - - International Outside of U S Canada and Mexico ? Speci ?c International Regional TAC phone numbers and contact numbers for international support on all products at www juniper net support requesting-support html Cases can also be created using Juniper Networks Junos Space Service Now details will be provided later in this guide To ensure a quality response Juniper does not accept new case requests via e-mail However e-mail can be used to update and track the status of a case once it is opened Self-Help Online Tools 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 ? A best-in-class Knowledge Base KB http kb juniper net Search thousands of articles including con ?guration assistance known issues interoperability and compatibility information The KB also searches Juniper ? s product documentation and the J-Net user forums ? J-Net forums Join a community of network professionals and discuss issues ideas and tips J-Net is