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[Includes video] How to use the Serial Number Entitlement tool

  [KB9807] Show Article Properties


Summary:

This article provides video and text instructions on how to use the Serial Number Entitlement (SNE) tool. It also provides common uses for the tool, such as confirming JCARE entitlement information for your Juniper device:

  • Juniper Care coverage level and description
  • Warranty and/or support contract dates
  • Registered install location
  • Hardware repair or replacement options
Solution:

Go to the KBTV video or text instructions below:

Video format:




Text format:

Customers and partners can verify the base warranty and level of service entitlement for their product by using the Juniper Networks Serial Number Entitlement (SNE) tool.

Where is the Serial Number Entitlement tool?

To access the tool directly, go to: Serial Number Entitlement Tool. Note: A support (CSC) login is required.
You can find the link to the tool on the Customer Support site and the Partner Center.


How do I use the Serial Number Entitlement tool?

1. Select the criteria you wish to search by: Contract ID or Serial Number(s)
2. Enter the Serial Number(s) or Contract ID in the space provided line by line.
3. Click on the "Get Entitlement Information" button once all the information you need has been entered.

There is also the option to upload a text data file. The .TXT file must only have one Contract ID or Serial Number per line, and you can not mix these search criteria.

The SNE tool results page will display the entitlement information, which includes these fields:
 
 Serial No The alphanumeric serial number that identifies the hardware, software, or license.
 Product The Juniper device part number
 Product Ship Date     The date the product shipped from the Juniper manufacturing facility
 Warranty Date Date the base warranty expires
 Contract ID The support contract ID number
 Start Date Support contract start date
 End Date Support contract end date
Partners will use the contract end date to quote renewals. The End Date also marks the end of the subscription contract, if present. The subscription license key will stop updating on this date.
 Service Service contract product part number.
For service SKU details, see the 'J-Care Technical Services - Service Descriptions' on the Juniper Support Guidelines page.

Common codes:
COR = Core Support (No repair or return to factory, advanced replacement hardware support)
CP = Core Plus or Extended Warranty (commonly referred to as RTF return to factory)
ND = Next Business Day
NDCE = Next-Day Certified Engineer (On site)
NDS = Next Day Ship (replacement part ships on the next business day)
SD = Same Day
SDCE = Same-Day Certified Engineer (On site)
 City Install location city
This is important for stocking replacement part depots by city and region based on advanced hardware replacement coverage types. Same Day, Same Day On Site, Next Business Day, and Next-Day On Site contracts require the install location city to be accurate in order to meet contracted support level agreements, or SLAs.
 State Install location state
 Country Install location country
 Description Service contract description

If the text is in red, it means that your Juniper Care contract has expired. If the start and end dates say N/A, a service contract is not active or doesn’t exist. In either case, you should contact your reseller or visit the Juniper How To Buy Page.

On the View Data results page, the data may be emailed or exported for review. To email the results:

1. Enter the target email address(es) and subject information.
2. Click the “EMAIL DATA” button.

To export the results to an MS EXCEL.csv file just click the “EXPORT DATA” button and follow the instructions to save or open the file.
 

Common Uses of the Serial Number Entitlement Tool

  • Need to confirm entitlement information for your Juniper device, such as:
     
    • Juniper Care coverage level and description:
      The Description column provides a description of the type of support purchased. The Product column provides the Juniper device part number.

    • Warranty and/or support contract dates
      The End Date displays the end date of the contract. Partners use the contract end date to quote renewals. The end date also marks the end of the subscription contract. The Subscription license key will stop updating on this date.

    • Registered install location
      The City, State, and Country columns display the registered installation location. This is important for stocking replacement part depots by city and region based on hardware replacement coverage types. Same Day and Same Day On Stie contracts require the install location city to be accurate for meeting Support Level Agreements (SLAs).

    • Hardware repair or replacement options
      The Service column provides the Support service part number of the support that was purchased. The common codes are listed above. The codes indicate how fast you can expect an RMA Advanced Replacement Part.

  • Cannot open a technical support case 

    When attempting to open a technical support case a product with an active service contract is required. Check the Service, Start Date, and End Date columns of the Serial Number Entitlement Tool.

  • Unable to download software

    When attempting to download software, if you get the software download error, "You have encountered this error because your account privileges do not permit access to the information or service requested. Support contract may not be active. Check the status of the support contract.", check the Service, Start Date and End Date columns of the Serial Number Entitlement Tool.


If the text is in red, it means that your Juniper Care contract has expired. If the Start and End Dates say N/A, a service contract is not active or doesn’t exist. In either case, you should contact your reseller or visit the Juniper How To Buy Page.

 

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