J-Care Essential Services
| Service | Core | Core Plus | Next-Day | Next-Day Onsite | Same-Day | Same-Day Onsite |
|---|---|---|---|---|---|---|
| JTAC Access | x | x | x | x | x | x |
| Software Release | x | x | x | x | x | x |
| Award-winning Online Support | x | x | x | x | x | x |
| Return-to-factory | x | |||||
| Next-Business Day advanced replacement | x | x | ||||
| Same-Day advanced replacement | x | x | ||||
| Onsite Technician | x | x |
Service Descriptions
JTAC Access
With JTAC support, you have unlimited access to JTAC engineers by phone and online 24x7x365. As a single point of contact for all your support needs, our JTAC engineers have extensive experience in supporting large-scale networks and help you diagnose system problems, provide solutions and workarounds where necessary. To ensure that we respond as quickly as possible, automatic escalation alerts to senior management are triggered on all priority issues.
Software Releases
Juniper Networks will provide Customer with access to all new Software Releases Customer has licensed when they are made available for general public release
Award-winning Online Support
The Customer Support Center (CSC) is a critical part of Juniper Networks customer service and support strategy and was recently ranked among the world's best in online support. In 2006, the CSC was recognized by the Association of Support Professionals for outstanding performance and innovation in online service and support. The CSC provides a worldwide 24x7x365 support channel to enable our customers and partners to quickly and efficiently support their investment in Juniper Networks hardware and software wherever and whenever they chose to log in.
Return-to-factory
10 business day hardware repair or replacement. Customer returns product to Juniper and Juniper has to the option to repair or replace the defective part. The 10 business days begins upon receipt of the defective unit by Juniper at a Juniper repair facility.
Next-Day
Next business day is defined as 12 hours a day, 5 days a week delivery of advance Hardware replacements. “Next-day delivery” means that Juniper Networks will deliver advance replacements for defective Hardware on the next business day for replacement requests placed by 3:00 p.m. (local JTAC time), Monday through Friday, except Juniper Networks’ holidays. For countries where Juniper Networks does not have an in-country depot and next business day delivery is unavailable, Juniper will ship the replacement part within 24 hours of the RMA origination. Actual delivery will be subject to local customs and importation restrictions and transportation delays.
Same-Day
Same-day delivery of advance Hardware replacements, 7 days per week, including holidays. “Same-day delivery” means that Juniper Networks will deliver advance replacements for defective Hardware, 24 hours a day, 7 days a week, within 4 hours of final diagnosis of a part failure by Juniper, to Sites located within 50 miles of an authorized Juniper Networks’ parts depot.
Onsite
An on-site Juniper Networks trained service technician will arrive within 4 hours of final diagnosis of a part failure to Sites located within 50 miles of an authorized Juniper Networks’ parts depot.
Juniper Networks may add, delete and modify support programs available for purchase at its discretion.
**Certain Juniper Networks antivirus products have special support offerings available only for such products. For a list of available antivirus support plans, please refer to the End-User Antivirus Addendum that is made available by Juniper Networks.
***Next-Day, Same-Day, and Same-Day Onsite services requires pre-approval by Juniper Networks prior to commitment of delivery of service.