What is the difference between Partner, J-Care Core, and SVC support?
| Knowledge Base ID: | KB14913 |
| Version: | 2.0 |
| Published: | 02 Nov 2009 |
| Updated: | 02 Nov 2009 |
| Categories: |
 Customer Care |
What is the difference between Partner (PAR), J-Care Core, and SVC support?
Problem:
Juniper Networks has various support types. What does each one mean?
Solution:
The difference between Partner (PAR), J-Care Core, and SVC support is
Partner support:
SVC Support
If you need additional assistance, contact Customer Care to open a case.
Purpose:Partner support:
J-Care Core support:With Partner support the J-Partner is acting on your behalf when it comes to Partner (PAR) support. The J-Partner will create an account for you, provide access to software downloads, and provide 1st and 2nd level support. If needed, the J-Partner will open a case on your behalf. For assistance, go directly to the J-Partner for any questions on your Juniper Product. If the product has a PAR support contract, and you call Customer Care for technical support, you will be advised to contact your J-Partner for assistance.
Note: The same J-Care Essential services (Core, Core Plus, Next day, Same Day) are offered with PAR support.
Hardware replacement is dependant on support level. Support levels for hardware replacement:
- Core - JTAC and software downloads only. RMAs are return-to-factory and must be quoted by Logistics
- Core Plus - JTAC access, software downloads, and return-to-factory RMA (no logistics quote needed)
- Next Day - JTAC access, software downloads, and Next Business Day parts replacement.
- Next Day On Site - JTAC Access, software downloads, Next Business Day parts replacement, and on-site technician to install the replacement.
- Same Day - JTAC Access, software downloads, and Same Business Day parts replacement.
- Same Day On Site - JTAC Access, software downloads, Same Day Business Day parts replacement, and on-site technician to install the replacement.
J-Care Core support is the basic support that Juniper Networks offers you. Core Support protects networking investments by providing basic remote support resources, including all software feature releases, plus access to the Juniper Networks Technical Assistance Center (JTAC) and the online Customer Support Center (CSC). The J-Care Core support does not include any services if the device fails and you need a replacement you would need to purchase Core Plus, Next day, or Same day for replacements for defective hardware.
SVC Support
SVC contracts are contracts where Juniper provides the technical support for the device. This allows users 24x7 access to JTAC, software downloads, and hardware replacement, depending on support level.
If you need additional assistance, contact Customer Care to open a case.
- Web (online): Click Create Case, and choose the 'Customer Care Case' radio button.
- Phone: Call 1-800-638-8296 (US and Canada) or 1-408-936-1572 (outside the United States). Select Option 2.
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