Guidelines and Policies
Juniper Networks is an expert in achieving carrier-class network availability levels. We help you meet the most aggressive service demands with operational support designed to ensure maximum network uptime and optimize the utility of your network assets. You choose the service elements best suited to your network and your in-house capabilities and we can do the rest.
Contact Support
See how to effectively leverage the Juniper Networks Technical Assistance Center (JTAC).
> Learn more about Contacting Support
> Learn more about JTAC User Guide; What You Need To Know
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J-Care Technical Services End-User Service Agreements (EUSA)
Juniper Networks outlines our complete end-user support terms and conditions including definitions, support obligations, hardware repair and replacement, technical support, support fees, and terms and termination information.
> J-Care Essential Services EUSA 121 KB
> J-Care Efficiency Services EUSA 129 KB
> J-Care Continuity Services EUSA 130 KB
> J-Care Agility Services EUSA 130 KB
J-Care Technical Services - Service Descriptions
> J-Care Continuity Services - Standard Services Description 115 KB
> J-Care Efficiency Services - Standard Services Description 99 KB
> J-Care Agility Services - Standard Services Description 122 KB
> J-Care Agility Services Advanced Options - Configuration Analysis and Change Review Services Description 76 KB
> J-Care Agility Services Advanced Options - Design Review Services Description 81 KB
> J-Care Agility Services Advanced Options - Feature Rollout Plan Review Services Description 74 KB
> J-Care Agility Services Advanced Options - Focused Technical Support Services Description 62 KB
> J-Care Agility Services Advanced Options - Migration and Implementation Review Services Description 70 KB
> J-Care Agility Services Advanced Options - Migration Implementation Support Services Description 66 KB
> J-Care Agility Services Advanced Options - Product Issue Impact Review Services Description 74 KB
> J-Care Agility Services Advanced Options - Software Upgrade Recommendation and Review Services Description 77 KB
Case Definitions for Priority
Juniper Networks offers priority setting of problems to customers with current service agreements.
> Learn more about Case Definitions for Priority
Management Escalation Path
Juniper Networks prioritizes problems to bring quick resolution to critical situations.
> Learn more about Escalation Management
Repair and Return Policy and Procedures
Identify the proper process to ensure hardware repairs and returns are tracked and handled efficiently.
> Learn more about Repair and Return Policy Procedures and RMA Return Locations
Product Warranty
> Learn more about Product Warranty
Inspection and Reinstatement Policy
Juniper Networks requires that when (i) the standard warranty has ended, (ii) a previously purchased contract has expired or (iii) there has been a transfer of product ownership, the Juniper equipment must be inspected or a reinstatement fee paid before placing such equipment under a new support services contract. The inspection and reinstatement fee is non-refundable and does not apply to the purchase of the support services contract.
Equipment that has not been inspected or a reinstatement fee processed will be eligible for time and material level of support only at then current rates, and will be subject to minimum charges.
> Learn more about our Inspection and Reinstatement Policy225 KB
For additional information on the Inspection and Reinstatement Policy please contact the renewals team via e-mail at renewals@juniper-service.net.