Support Support Downloads Knowledge Base Service Request Manager My Juniper Community

Knowledge Base

Search our Knowledge Base sites to find answers to your questions.

Ask All Knowledge Base Sites All Knowledge Base Sites JunosE Defect (KA)Knowledge BaseSecurity AdvisoriesTechnical BulletinsTechnotes Sign in to display secure content and recently viewed articles

What kind of maintenance does my product have?

0

0

Article ID: KB13197 KB Last Updated: 04 Dec 2019Version: 5.0
Summary:
What type of coverage does Juniper offer for my product?
Symptoms:
  • What kind of maintenance contract is available for a product?
  • How do I check for the type of support I have on my product?
  • What type of coverage does Juniper offer for my product?
  • What if I purchased Partner support for my product?
Solution:
Use our Serial Number Entitlement Tool  to check the type of support you have for your product.

To search entitlement by Serial Number:
  1. Enter your serial number in the Data Input box.
  2. Click “View Entitlement Information”
  3. The serial number will show with the type of support placed for the product
Note: For multiple Serial Numbers, please enter one Serial Number per line. You also have an option to upload an Excel file if you are to check multiple serial numbers (maximum of 1000 serial numbers)

You may search using Serial Number, Contract ID or Software Support Reference Number (SSRN). You can tick the corresponding radio button in the "Criteria" section to choose your preferred option.

You may also filter the results which you wish to display. You can filter by "Contract Status" or "Contract Date".

Juniper offers several service levels under the Juniper Care Services umbrella. All of these options include the following coverage:
  • Unlimited access to JTAC service professionals and engineers via telephone or online with MyJuniper Service Request Manager
  • Unlimited access to software updates and upgrades
  • Unlimited access to online service tools via Customer Support Center (CSC)

The following chart shows the Juniper Care Service options:
 
  Core Core
Plus
Next Day Next Day
Onsite
Same Day Same Day
Onsite
JTAC 7x24x365 Access X X X X X X
Software Releases X X X X X X
Access to Online
Customer Support Center (CSC)
X X X X X X
Return to Factory
Hardware Repair (10 day turnaround)
  X        
Next Business Day
Hardware Replacement *
    X X    
Same Day
Hardware Replacement (7x24x4) *
        X X
Onsite Technician       X   X


If you have Partner support on your device, the Partner that purchased the support will work with Juniper directly on your behalf for any technical and non-technical issues. However, with this type of support you will not be able to work with Juniper directly.

For further details please refer to the Juniper Care Services Data Sheet.
 
Modification History:
2018-05-24: updated the SNE Tool link from
2018-07-31: updated the instructions to reflect the new features of the tool
2019-11-20: Article reviewed for accuracy.  Updated Case Manager references to MyJuniper Service Request Manager.
 
Comment on this article > Affected Products Browse the Knowledge Base for more articles related to these product categories. Select a category to begin.

Security Alerts and Vulnerabilities

Security Alerts and Vulnerabilities Product Alerts and Software Release Notices Problem Report (PR) Search Tool EOL Notices and Bulletins JTAC User Guide Customer Care User Guide Pathfinder SRX High Availability Configurator SRX VPN Configurator Training Courses and Videos End User Licence Agreement Global Search