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What is the difference between Juniper CARE (SVC) and Partner Support Services (PAR)

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Article ID: KB14913 KB Last Updated: 23 Dec 2019Version: 8.0
Summary:

This article will provide an overview of the differences between and Juniper Care (SVC) and Partner Support Services (PAR).

Symptoms:

Juniper Networks has two main product support types which are available for purchase (region dependent):

  • Juniper Care (SVC)
  • Partners Support Services (PAR)
Solution:

Juniper Care (SVC):

Juniper Care Services provide rapid response from Juniper Networks’ technical service engineers and hardware replacement options that let you choose the right timing and resources for your network needs. Juniper Care increases your operational effectiveness and lowers operational costs by utilizing Juniper Networks® Junos® Space Service Now to reduce the time for problem identification and diagnostics. This allows your staff to concentrate on running the business, not fixing equipment.

In the Juniper Care model (previously referred to as J-Care), Technical support is provided directly by the Juniper Technical Assistance Center (JTAC).
  • Core - JTAC and software downloads only.
  • Core Plus - JTAC access, software downloads, and return-to-factory RMA. Delivery of the replacement may vary depending on the customer's location, transit time and custom clearance process.
  • Next Day - JTAC access, software downloads, and Next Business Day parts replacement.
  • Next Day Ship- JTAC access, software downloads, and Next-Business Day Advanced Replacement part shipment
  • 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 replacement for Same Day is within 4 Hour SLA.
  • Same Day On Site - JTAC Access, software downloads, replacement for Same Day is within 4 Hour SLA, and on-site technician to install the replacement.
Juniper Care Services Data Sheet


Partner Support Services (PAR):

Partner Support increases operational effectiveness and lowers operational costs through service automation. Juniper Networks Junos® Space Service Now reduces the time for problem identification and diagnostics. This allows your staff, and your customer’s staff, to concentrate on running the business, not fixing the equipment. 

In the Partner support model your Juniper Partner is acting on your behalf and is the first point of call for all questions or assistance relating to your Juniper Networks products. Your Juniper Partner will create a login account for you, provide access to software downloads, and also provide 1st and 2nd level technical support.

Note: The same J-Care Essential service levels listed above (Core, Core Plus, Next day, Next Day Onsite, Same Day and Same Day Onsite) are also offered with Partner Support Services (PSS) as well as the Advanced Replacement 5.

Advanced Replacement 5 (AR-5) - Replacement unit will be shipped from the local depot within 5 days. 


NOTE: Cut off time for submitting AR5,Next Day,Next Day Ship, and Next Day On Site RMAs is 3 PM local time. If an RMA is created after 3 PM, the RMA will be processed the following business day. For instance, if an RMA is opened for you on Friday after Cut off, we will process the RMA by Monday.

If you require additional assistance, contact Customer Care.

Spanish Version see: KB16821

Modification History:

2019-12-21: Added 'Note' regarding cut off time.
2018-09-05: Corrected link to Partner Support datasheet
2018-06-29: Added 'Advance Replacement 5' reference.
2017-09-01:  ‚ÄčUpdated RMA information, Same Day definition, Same Day On Site definition. Added delivery note.

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