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How to use the Serial Number Entitlement tool and analyze the results

  [KB9807] Show Article Properties


Summary:

This article provides common uses of the Serial Number Entitlement (SNE) tool and how to use it. It also provides tips on analyzing the results.


 
Symptoms:

Common Uses of the Serial Number Entitlement Tool

  • Confirm entitlement information for a Juniper product, 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 Site contracts require the install location city to be accurate for meeting Support Level Agreements (SLA's).

    • 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.

  • View EOL (End of Life) and EOS (End of Support) dates to support on-time renewals and product refreshes/upgrades.
     
  • Cannot open a Technical Service Request (case)

    When attempting to open a technical support service request 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, check the Service, Start Date and End Date columns of the Serial Number Entitlement Tool.


 
Solution:

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


Using the Serial Number Entitlement tool:

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

  2. Select the CRITERIA you wish to search by: Serial Number(s), Software Support Reference Number(s), or Contract ID(s),

  3. (Optional) Select FILTERS to view the data according to your preferences:
    >
  4. (Optional) Select PREFERENCES to customize the columns displayed in the results.


    Important Notes:
    • The preferences are not user based but browser based. If you use multiple browsers, save once per browser.
    • The entitlement results displayed are always related to the Serial Numbers (SNs) against which you have searched.
      For example, let's say that you entered a line card SN in the Data Input, the parent SN/Material ID of the line cards will be included, if available, in the results. The EOL/EOS date will relate to the line card SKU (not the parent system SN).
  5. Enter data in the DATA INPUT section by entering text or uploading a file.
    Note: You may not mix search criteria.

    If you upload a text data file with a list of your criteria, the .TXT file must only have one Contract ID or Serial Number per line, and you may not mix these search criteria.

     

    The maximum of lines in the input data file is as follows:
    • Serial Number: 1000 maximum lines
    • SSRN: 1000 maximum lines
    • Contract ID: 200 maximum lines

      If you enter more than the maximum lines, SNE will display an error: 

Analyzing the Results:


The Serial Number Entitlement tool results page displays the entitlement information with these fields:

  • SERIAL NO: The alphanumeric serial number that identifies the Hardware, Software, or License Key.
  • SOFTWARE SUPPORT REF NO: It is a number that is used to denote a Juniper software product (Software Serial Number).
  • PRODUCT : The Juniper Product Model Number or Material ID.
  • WARRANTY EXPIRY DATE: Date the manufacturers Hardware Warranty expires
  • CONTRACT ID : The Support Contract ID number
  • START DATE :  Support Contract start date
  • END DATE:  Support Contract end date
  • CONTRACT STATUS: It indicates if the contract is ACTIVE , EXPIRED or EXPIRING SOON​​ (Within 90 days)
  • SERVICE LEVEL:  J-CARE Service Level**

The common service level codes referenced in the results are:

  • COR = Juniper Care Core
  • CP = Juniper Care Core Plus
  • ND = Juniper Care Next Business Day Delivery
  • NDCE = Juniper Care Next Day On-Site
  • NDS = Juniper Care Next Day Shipment
  • SD = Juniper Care Same Day Delivery
  • SDCE = Juniper Care Same Day On-Site
**For more details on the various service levels, refer to the Juniper Care Services Data Sheet.


Important: The entitlement results displayed are always related to the Serial Numbers (SNs) against which you have searched. For example, let's say that you entered a line card SN in the Data Input, the parent SN/Material ID of the line cards will be included, if available, in the results. The EOL/EOS date will relate to the line card SKU (not the parent system SN).


The Show/Hide Columns button on the results screen can be used to minimize or maximize the details displayed:

There are also optional fields that you can add to your preferences:

  • REGISTRATION DATE: The date when the serial number was registered. For unregistered products this will show as N/A
  • SHIP DATE:  The date the product shipped from the Juniper manufacturing facility 
  • SERVICE DESCRIPTION: Service Contract Service Level description​
  • SERVICE DECLINED:  when customer declines service on a Juniper product after filling out the Juniper Service Waiver Form
  • INSTALLED LOCATION CITY: Products physical installed at City
  • INSTALL LOCATION STATE: Products physical installed at City
  • INSTALL LOCATION COUNTRY: Install location country 
  • PARENT MATERIAL ID: Where SN is a child component this field displays the Parent System or Material ID
  • EOL DATE: Product Support Notification released that announces product End Of Life.
  • EOS DATE: Last date to receive contracted service (including hardware and software bug fixes, and logistics replacement or repair services) for the product.


The results data may be emailed or exported for review in excel format.

  • To email the results:
    1. Click the Email Data button.
    2. Enter the target email address(es) and subject information. Then click Send Email.

  • To export the results, click the Export to Excel button and follow the instructions to save or open the file.

 

Modification History:
2018-06-04: Updated article to reflect changes to SNET interface.
2019-07-19: Content reviewed for accuracy.  minor non-technical changes.
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