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Create Technical Service Request (Support Case) with Juniper for Cloud Marketplace Products

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Article ID: KB31158 KB Last Updated: 20 Mar 2019Version: 6.0
Summary:

This article provides instructions for creating a Technical Support service request with Juniper Networks relating to products which are hosted in a Cloud Marketplace. Examples of Cloud Marketplaces which currently support Junipers products are listed below.

  • Amazon Web Services (AWS) Cloud Marketplace
  • Miscrosoft (MS) Azure

Juniper Networks offers the following purchasing models for deployment of products in a Cloud Marketplace:

  • BYOL (Bring Your Own License) Model:
    Customers purchase a software subscription product license directly from a Juniper authorized reseller, They are electronically shipped a Software Support Reference Number (SSRN) and Activation Code used for product license key activation. Technical support is included by Juniper Networks for the duration of a valid subscription product license activation key.

  • PAYG (Pay As You Go) Model:
    Customers purchase a software subscription product license directly from the Cloud Marketplace. They are provided with relevant credentials from the Cloud Marketplace such as an Account ID. Tech support is included by Juniper Networks where an active subscription has been purchased and the Virtual Machine instance is live.

Note:  For customers who choose to use the vSRX or vMX 60-Day free trial offerings. Support is available during this trial period from the Juniper Networks Community: http://www.juniper.net/us/en/community/social/. To retrieve the trial license keys, please see the Related Links section at the bottom of the document.

Solution:

Refer to the instructions below in order to obtain technical support. The instructions are different for the BYOL (Bring Your Own License) and PAYG (Pay As You Go) model.


Juniper Networks vSRX and vMX - BYOL (Bring Your Own License)

Juniper Customer Service supports BYOL Amazon Machine Image customers only after a Software License (Subscription) is purchased from Juniper or an authorized reseller and generated using our License Management System. To create a technical support service request with Juniper Technical Assistance Center (JTAC), complete the prerequisites and steps below:

Prerequisites for creating a Technical Service Request:

  1. A valid user account is required for access to the Juniper Networks Customer Support Center (CSC). If you do not have a user account, you may create one by entering your provided vSRX or vMX Software Serial Number or Software Support Reference Number (SSRN) at the Juniper Networks Create User Account Tool. It may take up to 24 hours for your login account to be approved and activated.
  2. Ensure you have your vSRX or vMX Serial Number or Software Support Reference Number (SSRN) available. This may be obtained by running the command 'show system license'. If the license has not been installed, the Serial Number or SSRN is also provided on the fulfillment document which shipped electronically following the purchase of your product license key. Product Serial Number and Software Support Reference Number information is also available online at https://my.juniper.net.

    If you are unable to locate your Software Serial Number, please contact Customer Care for assistance.

Create Technical Service Request

You may create a Technical Service Request using the My Juniper Service Request Manager tool (and click Create Service Request) or via the phone. Both methods will require your vSRX or vMX Software Serial Number to be provided.

 

Juniper Networks vSRX and vMX - PAYG (Pay As You Go)

Juniper Customer Service supports PAYG Amazon Machine Image customers only after a valid subscription is purchased from the Cloud Marketplace and a product instance is currently active. To create a Technical Service Request with Juniper Technical Assistance Center (JTAC), complete the prerequisites and steps below:

Prerequisites for creating a Technical Service Request:

  1. A valid user account is required for access to the Juniper Networks Customer Support Center (CSC). If you do not have a user account, you may create one by entering your Cloud Marketplace credentials at the Juniper Networks Create User Account Tool. It may take up to 24 hours for your login account to be approved and activated.
          Note: Your Cloud User account will provide limited access to the Juniper Networks Case Manager tool and online documentation.

      2. Gather the below referenced credentials which relate to your chosen Cloud Marketplace and which will be required for entitlement purposes.

Amazon Web Services Marketplace

  • AWS Product Title
  • AWS Account ID
  • AWS Instance ID
    AWS Region
Micosoft Azure Marketplace
  • MS Azure Product Title
  • MS Azure Region
  • MS Azure Subscription ID

Create Technical Service Request:

Once you have met the prerequisites referenced above there exists two options in order to create Technical Service Request for PAYG Cloud Marketplace products.

1. You may create a Technical Service Request using the My Juniper Service Request Manager tool. On the Create Service Request screen please select the Cloud Marketplace check box and enter the information which is requested on screen.

2. You may contact the Juniper Customer Care team by telephone who will be happy to create Technical Service Request on your behalf. Be prepared to provide your Cloud Marketplace credentials to the customer service representative upon request.

Modification History:

2017-12-11: Adjusted article title to include cloud. Added content for MS Azure. Other minor adjustments and improvements.
2019-03-19: Minor changes.  References to cases replaced with Service Request and Case Manager to MyJuniper Service Request Manager.

Related Links

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