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Apex Support Portal FAQ

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Article ID: KB37356 KB Last Updated: 16 Sep 2021Version: 8.0
Summary:
Apex Support Portal is your resource for Juniper post-sales support and services, from managing cases, to viewing RMAs, contract, assets, and EOL information. 

Although the Apex Support Portal was designed to make it easy to do business with Juniper Networks you might still have questions.   Below you'll find some frequently asked questions and answers about the Apex Support Portal along with a list of known issues.
Solution:

Apex Support Portal FAQs


Training

  • What functionality is included in the Apex Support Portal?
    The first release (R1.0) of the portal includes:
    • Create and view support cases
    • View contracts, assets, and RMAs
    • List End of Life (EOL) assets
    • Unified search of cases, assets, contracts, knowledge articles, technical documentation, Problem Reports (PRs), Technical Bulletins, and Security Advisories
  • Is there any training on how to use the portal?
    Yes, videos and quick reference guides are available at Apex Support Portal Training.  You can also find the link on the portal; select Quick Links and then click Juniper Apex Training.
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Access 

  • How do I access the Apex Support Portal?
    All existing case manager users can access the new portal at Apex Support Portal.  A login to the old case manager URL will redirect you to the new tool.  Note, new users will need to register to gain access.
  • What tools did the portal replace?
    The Apex Support Portal replaces the Case Manager and My Juniper tools.
  • Which browsers are supported with the Apex Support Portal?
    Apex Support Portal is based in the Salesforce Customer Relationship Management (CRM) platform. Salesforce generally recommends using the Google Chrome browser, however access to the portal via Safari, Firefox and Microsoft Edge is also supported.
  • Is there a mobile version of the Apex Support Portal?
    No, not yet.  A mobile app is targeted for a future release.
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Account & Contact

  • Are my customer account IDs and names changing?
    No, your account information should remain the same.
  • What happened to my cases or service requests (SR) that were in Case Manager, can I still find them?
    Yes you can still find your cases/SRs; existing cases have been migrated to the Apex Support Portal.  Note, only the past 3 years of data has been migrated.  

    The migrated cases have been given a new case number, but the legacy (Case Manager) case number / SR is still visible and searchable in the portal.   Use the global search box or the search bar on the Cases tab to find a legacy case number.   The number is visible in the "Cases" list views and also on the case "Details" tab

    If you need access to cases older than 3 years please open an Admin case or chat with Pex (our digital assistant) to connect with one of our Juniper Networks support agents for assistance.
  • What if I see errors with my data or need to change the contact information?
    You will be able to make some changes, such as changing the case contact from contact A to contact B.   But if you see errors or need to make other changes please open an Admin case, chat with Pex (our digital assistant), or contact one of our Juniper Networks support agents.
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Communication & Collaboration

  • Will I get a notification when my case is updated?
    By default, an email will be sent for case create, update, and closed events for all case priority levels; the default email format is 'Full Text'.  Additionally, if you are @mentioned in a post you will see these posts under the Bell icon. 

    To change your notification preferences,
    1. Go to the portal and click your name
    2. Select My Settings.
    3. Click "Edit", make the necessary adjustments, and then click "Save"
  • Can I update my case via email?
    Yes.  When replying to a case email notification your response is added to to the case and the support agent is notified.  All case correspondence can be found under the Post & Actions tab for the case.
  • Is there any limit to the length of my post or email response?
    A case post is limited to 10,000 characters; and an email (including formatting characters) is limited to 131,000 characters.  
  • Can I attach files to my case? 
    Yes, files can be attached to a case.  
  • My co-workers need to be copied on the case notes, can I add their contact information?
    For each case you can create a cc: list; this is called a 'Watch List'.  To create a 'Watch List' go to the case, select the 'Related' tab, and then click 'New' .
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Known Issues

Issue Type Description Status
Data  Duplicate data and/or missing data Resolved
Access Some Juniper Partners are not able to log into Apex Support Portal In progress
Telephony Intermittent issue with incoming calls to the toll-free telephone circuit 1+ (888) 314-5822 Resolved
File attachments Case emails that contain hyperlinks (i.e.  MS Teams meetings, Knowledge Base articles) are not received.  Resolved
Upload of large file attachment fails. Workaround: Files larger than 5000MB must be uploaded via SFTP. For SFTP instructions, see KB23337 

If you experience other issues not listed, or need immediate assistance, please open an Admin case via Apex Support Portal or Contact Support via one of the listed phone numbers.

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Modification History:
2021-09-16: updated status for issues related to large file attachments
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