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Juniper Support Tools Update - September 2021 - Apex Announcements

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Article ID: TSB17869 TECHNICAL_BULLETINS Last Updated: 16 Sep 2021Version: 14.0
Alert Type:
PSN - Product Support Notification
Alert Description:

Post-Sales Services and Support Updates - 16 September 2021

To improve your Customer support experience and make it easier to do business with us, Juniper is on a Support Digital Transformation Journey. This notification provides an update on recent enhancements, previews upcoming functionality, and includes a reminder of existing Support capabilities. 

Risk Risk Description
Low/Notification - No defined time impact to take action This is only a notification, no action required
Impact Impact Description
Low/Notification - Monitor the situation but no action needed This is only a notification, no action required

Solution:

Apex Support Portal

Update 16 SEP 2021
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The new Apex Support Portal is in its third week - post Go Live.  Usage volumes have been consistent with pre-Apex Support Portal levels and overall performance has been good.
 
We are aware that some users are still experiencing issues; the majority of these are related to access and large file attachment issues.  
  • For access issues, please Contact Support (using one of the listed phone numbers) to request a support case to be opened on your behalf. 
  • For large file attachments, greater than 5000MB, please use SSH File Transfer Protocol (SFTP) to transfer files in a secure and reliable format (refer to KB23337 for guidance).
The Apex Support Portal team continues to prioritize efforts related to these and other issues to minimize business disruption; and expect to have these issues resolved by end of September 2021. 
  
We appreciate your patience as we complete the support case management transition.

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Additional information: Apex Support Portal FAQ
 

Apex Support Portal - support management facilitated by a single, robust, industry-leading platform.

Release 1.0 provides ability to:

  • Create and manage support cases​
  • View contracts, assets, and RMAs
  • Identify assets with announced end-of-life (EOL) dates
Apex Support Portal consolidates capability previously provided by Case Manager and MyJuniper Case Management tools. 

Release 1.0 establishes the foundation for our support infrastructure.  Additional capability will be added over time.  
Stay tuned as we continue to work toward improving your support experience.

Take Action: New Customers register for system access

Register to comply with information security protocols.  A registered account is required for Juniper support system access and recommended for related communications (i.e., chat, email, text) regarding support cases, RMAs, or other support data within Juniper systems.

Notes:

  • No action required for users with an existing Juniper user account; you can simply log into Apex Support Portal OR be redirected from the legacy Case Manager URL.
  • New users, go to User Registration to get started.  
  • Please share this note with unregistered colleagues.

Available Today

 

Pex, Juniper's Digital Assistant Chatbot 

Go to Support to see Pex in action.

Save time by obtaining quick, automated answers to common support questions.  If needed, seamlessly transfer to a live agent for additional help.  Available from Juniper’s online Support pages, Pex provides support when and where you need it for the following topics:

  • Product support
  • Welcome letter - email a copy of your J-CARE confirmation letter
  • RMA status and product return instruction
  • Software downloads - check entitlement and download SW/FW images
  • Live Agent chat –Get live assistance when you require more than Chatbot assistance
  • Knowledge-based support new
  • ...More topics to continue to be added

NOTES:

  • To see Pex, be sure to disable browser protection (Firefox) or enable cookies (Chrome).  You can find Pex in the lower right corner on any of the Support pages.
  • Our support chatbot has a new name: Pex (formerly known as Juniper Digital Assistant Chatbot; or JDA Chatbot)

 

Apex Service API (application programming interface) 

See Case API for more details.


Directly integrate your case management systems with Juniper support to streamline troubleshooting.  Apex Service API (formerly known as Case API) manages the case lifecycle from creation, to update and ultimately resolution. 

 

 

Apex Gov Support

Federal Customers can now obtain basic case management powered by Salesforce.  Read Apex Gov Support FAQ for an overview.

 

Thank you for being a Juniper Customer.  We look forward to continuing our transformation journey with you as we enhance your support experience.

Modification History:
2021-09-16: Update: Access and file attachment issues
2021-09-01: System status update
2021-08-29: Apex Support Portal launched.
2021-08-13: New release date added.
2021-07-30: Portal launch temporary on hold.
2021-07-22: Overview video attached.
2021-07-20: Apex Support Portal release date announced.
2021-06-28: project status updates
2021-04-05: project status updates
2021-02-22: project status updates
2020-12-03: status update
2020-09-30: initial publication.
 
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