Contact Support

Customer Care

For the following types of non-technical issues:

Account Registration
Login Assistance
Product Registration
Support Certificates
Entitlement to Downloading software
License Key management (VYSYS, SSL)
Warranties & Contracts
SMART Tool

Web:	Customer Care Case
Phone:	1-800-638-8296 (toll free, US & Canada) Select Option 2 for Customer Care If outside US or Canada, use a JTAC country number listed from one of the regional tabs above.

RMA Depot Shipment Locations
RMA questions may be emailed to csr@juniper.net.
US Teleplan International 8860 Industrial Blvd. Dock Door #213 Roseville, CA 95678 Attn: Juniper RMA
Canada UPS Logistics Group 7315 David Hunting Drive Mississauga, Ontario L5S 1W3, Canada Attn: Mike Dixon RMA # R

Juniper Technical Assistance Center (JTAC)

For the following types of technical issues:

Product Technical Support
Equipment Repair
Existing Case Escalation

Web:

Technical Support Case

Recommended for Priority 3 or 4 level cases

Phone:

1-888-314-5822 (toll free, US & Canada)

If outside US or Canada, use a country number listed from one of the regional tabs above.

Be prepared to provide the following:

Serial number
Definition of the problem in detail
Priority Level and impact of the problem
Indication of the activity that was being performed when the problem occurred
Software version
Configuration data

Email:

Updating an Existing Case
Reply to the email notification from the case tracking system or send to support@juniper.net with the case number in the subject line.

Opening a New Case
No longer supported

Priority 1: Critical

Catastrophic impact to mission critical functionality.

Examples:

Total loss or continuous instability of mission critical functionality
Network or system is down causing users to experience a total loss of service
Inability to use a feature or functionality that is currently relied upon for mission critical functionality

Juniper Responsibilities for Priority 1 issues:

Resources dedicated 7x24 until resolution or workaround in place

Customer Responsibilities for Priority 1 issues:

Designated resources that are available 7x24
Ability to provide necessary diagnostic information

Priority 3: Medium

Minimal impact to business operations.

Examples:

Issues in the network or on the system that are not causing impact to mission critical functionality
Non-repeated issues that have impacted mission critical functionality but have since recovered
Issues seen in a test or pre-production environment that would normally cause adverse impact to a production network.
Time sensitive questions or information requests
Workaround in place for Priority 1 and Priority 2 issues

Priority 2: High
Significant impact to mission critical functionality. Examples: Issues that are impairing, but not a total loss of mission critical functionality Intermittent issues that affect mission critical functionality Inability to deploy a feature that is not currently relied upon for mission critical functionality Loss of redundancy of critical hardware component

Priority 4: Low
No impact to business operations. Examples: Information requests Standard questions on configuration or functionality of equipment Non-urgent RMA requests Cosmetic defects

Priority Management

When you contact Juniper Networks Technical Assistance Center (JTAC), a member of our support staff will work with you in assigning mutually agreeable priority levels to your problem that will be reflected in the support case opened on your behalf.

Juniper Networks offers priority setting of problems to customers with current service agreements. This ensures that the appropriate resources within Juniper Networks are utilized to resolve outstanding technical problems as efficiently as possible.

Management Escalation Path

Juniper Networks offers systematic escalation management to customers with current service agreements. This ensures that the appropriate resources within Juniper Networks are utilized to resolve outstanding technical problems as efficiently as possible.

Response Times
Our systematic escalation process is intended to notify and brief various levels of management throughout the life cycle of the technical issue. Escalation timeframes are measured on a 24x7x365 basis.


Owner	Priority 1, Critical	Priority 2, High	Priority 3, Medium
Manager, Technical Support	Immediate	12 hours	15 days
Director, Customer Service	1 hour	24 hours
Vice President, Customer Service	4 hours	96 hours
Vice President, Engineering and Sales	4 hours
Executive Vice President, Operations and Field Operations	24 hours

Country	Phone Number
Austria	0800 293 390
Belgium	0800 72895
Denmark	8088 4839
Finland	0800 116769
France	0800 917 669
Germany	0800 1833 973
Greece	00800 4413 1389
Ireland	1800 300 165
Italy	800 784 231
Luxembourg	8002 2970
Netherlands	0800 022 3531
Norway	800 18039
Portugal	800 880384
Saudi Arabia	800 8445 408
Spain	900 938 989
Sweden	0200 285471
Switzerland	0800 564 555
UK	0800 015 0294
Other Countries	+1 408-745-9500

RMA Depot Shipment Locations
EU Customers Only
Teleplan//Juniper Returns Werner von Siemensstraat 17 2712 PN Zoetermeer The Netherlands Attn: Juniper Returns Phone: +31 (0) 207 125 700
Non-EU Customers No Return Location in Country
Teleplan International 8860 Industrial Blvd. Dock Door #213 Roseville, CA 95678 USA Attn: Juniper RMA
Non-EU Countries with Return Location in Country
Croatia Intereuropa Sajam Internationale Spediti Avenija Dubrovnik 15 10020 Zagreb Croatia Contact: Gordana Stula, Tomislav Sviben Phone: + 385-1-652-1247 Attn: Juniper RMA
Israel 1 Hashayfan Street Airport Lod Israel Contact: Haim Bashan and Shira Phone: + 972-391-29344 Attn: Juniper RMA
Norway ICT Logistics AS Haslevangen 28/30 0579 Oslo Norway Contact: Andrè Røsok Phone: + 47 226-32881 Attn: Juniper RMA
Pakistan TNT Pakistan NTL (Private) Limited 37-E Block 6 P.E.C.H.S. Sharah-e-Faisal Road 75400 Karachi Pakistan Contact: Faredoon Dotiwalla Phone: + 9221-300-8238780 / + 9221-111-868111 Ext 322 Attn: Juniper RMA
Russia TNT EXPRESS WORLDWIDE (CIS) Svobody Str. 31 Moscow 125362 Russian Federation Contact: Georgy Dibrov Phone: + 7-985-7628859 Attn: Juniper RMA
Saudi Arabia ETC/UPS - Supply Chain Solution Sulai District, Street no. 1 Warehousing & Distribution Facilities 11480 Riyadh Saudi Arabia Contact: Moh'd Abdul Rahim Imran / Anas Al Alami Phone: +966 1 2413880 / +966 50 1579 408 / +966 56 6955 220 Attn: Juniper RMA
South Africa UPS-SCS Unit C Brussels Road 33 Aeroport Spartan Ext 2, Kemton Park Johannesburg 1619 South Africa Contact: Eugene de Beer Phone: +27-11-922-9215/+27-11-922-9200 Attn: Juniper RMA
Switzerland (Geneva) UPS-SCS Switzerland GmbH Ritschard Transport SA Route des Jeunes 47 1227 Carouge, Geneva 26 Switzerland Contact: Serge Pachon Phone: +41-22-827-7661 Attn: Juniper RMA
Switzerland (Zuerich) UPS SCS Switzerland GmbH Weieracherstrasse 12 8184 Bachenbuelach Switzerland Contact: Can Kahraman Phone: + 41-44-8639386 Attn: Juniper RMA
United Arab Emirates UPS-SCS c/o UPS (UAE) LLC Al Quoz Warehouse, Sheikh Zayed Rd PO Box 26026 Dubai United Arab Emirates Contact: Matthew Naisby, Siddharth Ghai Phone: + 97-14-3391939 ext 244 Attn: Juniper RMA

Country	Phone Number
Brazil	0 800 891 2125
Chile	123 0020 4372
Colombia	01 800 915 6239
Costa Rica	0 800 012 1512
Mexico	001 877 832 2260
Panama	001 800 507 1952
Peru	0 800 52 805
Venezuela	0800 100 4710
Other Countries	+1-408-745-9500

RMA Depot Shipment Locations
If you do not find your country listed below you will be contacted by our agents who will co-ordinate the return with you. Due to Customs Regulations within Latin America, you may also be asked to provide copies of the original commercial documents to assist with the return of the defective part to Juniper Networks Repair Centers. Please contact csr@juniper.net for questions regarding your RMA.
Argentina Comlasa Argentina, S.A. Aguero 351, Capital Federal Buenos Aires C1171ABC Attn: Ruben Nasillo Ph. 5411-4867-7800 RMA # R
Brazil – Sao Paolo UPS-SCS Rua Pedro Taques 77 Sao Paulo SP 01415-010 Brazil Attn Katia Barile Ph 551132181000 RMA # R
Mexico - Mexico City UPS Worldwide Logistics de Mexico Colonia Nueva Industrial Vallejo Prolonacion Saturno #456 (Almacen #20) Mexico City CP 07700 Attn Eduardo Camarena Ph (525) 119 1600 RMA # R
Puerto Rico UPS-SCS Puerto Rico Lot 15-A Sabana Gardens Industrial Park Carolina, PR 00984 Ph 787-620-4530 RMA # R
Colombia Carrera 85 D # 51 - 65 Bodega 21 y Bodega 22 Complejo Logã?stico San Cayetano Bogota, Colombia Attn: Marco Tulio Rodriguez Phone: 571 423 8775 RMA # R
Chile UPS SCS Transportes (Chile) Ltda. Carretera General San Martin 9260 - Qui Santiago, Chile Attn: RMA # R
Panama UPS Logistics Group Panama Inc. Calle 52 Este, Obarrio Edificio Plaza Ejecutiva, Oficina 1-E Apartado Postal 87-4148 Panama City, Panama Attn: RMA #R
Peru UPS Supply Chain Solutions Peru S.R.L AV. ANGAMOS ESTE No. 1625 - SURQUILLO Lima, Peru Attn: Miriam Lopez Phone: (511) 618-5000 RMA # R
Venezuela Comlasa de Venezuela Con Avenida Andres Bello Edificio Atlantico, Piso 1, Oficina 8 Avenida Francisco de Miranda Los Palos Grandes Carracas, Venezuela Attn: RMA # R
Guatemala UPS-SCS Ruta 7, 6-42, Zona 4 Edificio Torre 6-42 4to Nivel Officina 406 Guatemala City, Guatemala Contact: Alfredo Paiz Phone: 502-423-9898 RMA #R
Ecuador UPS-SCS 1129 Y Av Real Audiencia Cuidadela, Ruminahui Av Luis Tufino Quito, Ecuador Guatemala City, Guatemala Contact: Ivan Omaza Phone: 5932-2411-1425 RMA #R

Country	Phone Number
Australia	0011-800-2-JUNIPER (0011-800-2586-4737) - UIFN 1-800-008-792 - ITFS
North China - China CNC	00-800-2-JUNIPER (00-800-2586-4737) - UIFN 10 + 800 8522733 - ITFS
South China - China Telecom	00-800-2-JUNIPER (00-800-2586-4737) - UIFN 10 + 800 1522733 - ITFS
Hong Kong	001-800-2-JUNIPER (001-800-2586-4737)
India	000800 440 1544
Japan - KDD	122-001-010-800-2-JUNIPER (122-001-010-800-2586-4737)
Japan - IDC	122-0061-010-800-2-JUNIPER (122-0061-010-800-2586-4737)
Japan - Japan Telecom	122-0041-010-800-2-JUNIPER (122-0041-010-800-2586-4737)
Japan - NPT	122-0033-010-800-2-JUNIPER (122-0033-010-800-2586-4737)
New Zealand	00-800-2-JUNIPER (00-800-2586-4737) - UIFN 0-800-44-3774 - ITFS
South Korea - Korea Telecom	001-800-2-JUNIPER (001-800-2586-4737)
South Korea - DaCom	002-800-2-JUNIPER (002-800-2586-4737)
Malaysia	00-800-2-JUNIPER (00-800-2586-4737)
Singapore	001-800-2-JUNIPER (001-800-2586-4737)
Taiwan	00-800-2-JUNIPER (00-800-2586-4737)
Thailand	001-800-2-JUNIPER (001-800-2586-4737)
Other Countries	+1-408-745-9500

* UIFN & ITFS explained

UIFN - Universal International Freephone Number (An International Toll Free number that is dialed using International Access Codes)

ITFS - International Toll Free Service (An International Toll Free number that is dialed using Local Access Codes)>

Make sure that you are dialing the number exactly as listed. Do not add any digits to the number except for digits necessary to access an outside line (if you are dialing from your PBX).
All UIFN numbers must be dialed as international calls. The IAC (International Access Code) is the number dialed from each country to place an international call. Even though the number is dialed as a long distance call, the toll charges will be reversed and you will not be billed for the call. (NOTE: Be sure to dial the number exactly as listed, dialing using an IDD number or calling card may result in charges from your carrier. Juniper Networks will not be liable for toll charges resulting from misdialed numbers.)
In the US & Canada the IAC is 011, in most Asian countries it is 001, and for most European countries the IAC is 00. Japan, South Korea and a few other countries have more than one IAC. Please check the numbers listed above for the correct IAC for your country.
If you are behind an office PBX system, contact your PBX administrator and verify that they are not blocking international dialing to UIFN or ITFS numbers.
If you are unable to dial the number as it is listed on this web page, please contact your long distance carrier and verify that they have not blocked international dialing on your telephone line.
If you are unable to dial the UIFN number, check to see if an ITFS (local access toll free) number is available for your country. If no ITFS number is available, you will need to dial the US toll number at +1-408-745-9500. (NOTE: this is a toll call, you will be charged long distance fees by your long distance carrier for dialing this number).

If you receive an error message when attempting to dial, please report the error by opening a Customer Care case via the CaseManager. Please include the following details:

The telephone number you are dialing from.
The number you dialed.
The approximate date and time that you placed your call.
The error message or message number that you heard.

RMA Depot Shipment Locations
See details per country below. If you do not find your country listed below you will be contacted by our agents who will co-ordinate the return with you.
Australia UPS Supply Chain Solutions Building 4, Botany Grove Estate 14A Baker Street Botany NSW 2019 Attn: Fadi Kazzi Phone: +612 9582 7262 RMA # R
China Shanghai Nava Import & Export Co. Ltd. Tian, Long Hotel Yuan Nei, DongNanJiao Ku Liu Shu Huan Dao, ShunYi District, Beijing, China 100300 Attn: Tie Liang Xu Phone: +10 8048 3522 Fax: +10 8048 3515 RMA # R
Hong Kong UPS SCS (Asia) Limited 6023W-6027W, 6/F Asia Terminals Centre B Berth 3, Kwai Chung Container Terminal N.T. HONG KONG Attn: Klithen Chu Phone: + 852 2614 0219 RMA # R
India UPS-SCS India Pvt Ltd., A/4, Unit # 4567, Chamunda Commercial Complex, Thane Bhiwandi Road, Kasheli, Thane - 421 302 India Attn: Deenanath Salvi Phone: +91-22-56121056 or 098205-26575 RMA # R
Japan UPS Supply Chain Solutions Japan Ltd. UPS-SCS SPL Center, Prologis park Tokyo 2F., 2-1-2 Tokai, Ota-ku, Tokyo 143-0001, Japan Attn: Hideki Kambara Phone: +81-3-5755-8100 RMA # R
Korea UPS SCS Korea Ltd. 442-1 Sam Dong Kwang-Ju City Republic of Korea 464040 Attn: Park Jihoon Phone: +8231-798-0475 RMA # R
Macau Golden Warehouse Logistics Ltd. No. 100 Rua Dr. Lourenco, Pereira Marques, Macau Attn: Ms. Moon Lam Phone: +853 28329329 RMA # R
Malaysia UPS SCS (Malaysia) Service S/B Suite 11.01,11th Floor Menara Summit Persiaran Kewajipan USJ1, 47600 UEP Subang Jaya Selangor, Malaysia Attn: Raja Veerapan Phone: +603-8026-8371 RMA # R
New Zealand UPS-SCS 120 Pavilion Drive Airport Oaks, Mangere Auckland 2150 New Zealand Contact: Andrew Morgan PH: +64 9255 0804 FX: +64 9255 0876 RMA # R
Singapore UPS SCS (Singapore) Pte Ltd. 10 Pandan Crescent, Lobby LL1 #02-02 UE Tech Park Singapore 128466 Attn: Gwen Lim Phone: 65-6771-8286 Phone: 65-67718-285 RMA # R
Taiwan UPS Supply Chain Solutions, Taiwan 3F-1, No. 16, Lane 77. Sing - Ai Rd., Nei Hu Dist 114, Taipei, R.O.C. Attn: Wallace Tan Phone: 886 2 27907214 RMA # R
Vietnam LATS Co, Ltd 46 Nguyen Truong To, Dist 4 Ho Chi Minh City Vietnam Attn: Pham Xuan Thinh Ph: +84-8-9401926 RMA # R
Thailand UPS SCS Services (Thailand) Limited 241/1 Soi Patthankarn 20, Patthankarn Road, Suangluang, Bangkok 10250, Thailand Attn: Jaturong Liwtaweeseepragay Tel: +662-3692572 RMA # R
Philippines and Sri Lanka Teleplan International 8860 Industrial Blvd. Dock Door #213 Roseville, CA 95678 USA Attn: Juniper RMA #