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Entitlement descriptions for a part/product that needs to be RMA'd

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Article ID: KB33309 KB Last Updated: 26 Apr 2019Version: 1.0
Summary:

When it is determined that a Juniper product needs to be RMA'd, the entitlement of that device serial number must be checked to ensure it is valid for hardware replacement. This article provides a description of the common service level codes.

Solution:

An RMA is processed according to the support level that a defective unit is entitled to receive. Both defective components and the chassis in which they are installed can be checked for support.

The Service Level code has the following format and can be deciphered as follows:


Support Type

SVC = Direct Support
PAR = Partner Support

Service Code

Advanced Replacement
SD Same Day (4 hour Delivery)
SDCE/SDE Same Day (4 hour Delivery) with onsite support
ND Next Business Day Delivery
NDCE/NDE Next Business Day Delivery with onsite support
NDS Next Day Shipment (Only available where ND is not an option)
AR5 Shipment within 5 Business Days of RMA dispatch to logistics
Return to Factory
EXT-WAR Extended Warranty. Shipment within 10 business days of receipt of defective
CP Core Plus. Shipment within 10 business days of receipt of defective
PAR-RTF Partner RTF. Shipment within 10 business days of receipt of defective
No Hardware Support
PAR-SUP Basic Partner Support. Offers technical support only
COR Core Support. Offers technical support only
 

Product Info

This optional field briefly describes the product.


 

The customer/partner can also check the service level in the Serial Number Entitlement Tool. For more information, see KB9807 How to use the Serial Number Entitlement tool and analyze the results.


 

For more details on the various service levels, see the Juniper Care Services Data Sheet. Any questions on support can also be answered by Customer Care or the logistics team.

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