Support Support Downloads Knowledge Base Case Manager My Juniper Community

Knowledge Base

Search our Knowledge Base sites to find answers to your questions.

Ask All Knowledge Base Sites All Knowledge Base Sites JunosE Defect (KA)Knowledge BaseSecurity AdvisoriesTechnical BulletinsTechnotes Sign in to display secure content and recently viewed articles

Juniper Support Tools Update - July 2021 - Apex Announcements

1

0

Article ID: TSB17869 TECHNICAL_BULLETINS Last Updated: 30 Jul 2021Version: 10.0
Alert Type:
PSN - Product Support Notification
Alert Description:

Post-Sales Services and Support Updates - July 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:

Support enhancements on the horizon

Apex Support Portal launch in sight!  

Apex Support Portal transition is on temporary hold

The decision was made to delay the Apex Support Portal launch. This decision was not made lightly. It is no indication of the current state of the solution. Juniper made the business decision to delay in order to allow more time for our Customers and Partners to prepare.

Juniper will capitalize on the additional time, and we will continue our training efforts and outreach to Customers and Partners.

We sincerely apologize for any inconvenience this may cause, and we appreciate your support. Please know we made this decision in the best interest of our Customers and Partners, and we remain fully committed to delivering a great next-generation support experience. We do not anticipate an extended delay. We will provide a new release date as soon as it is available.  In the meantime, the following content can help you get ready for the portal:  Apex Support Portal Training


Launch date on hold.  When launched, you will be able to troubleshoot issues, create and manage cases, view assets and RMAs, and even connect with a Juniper Support agent, all from within a single platform.

Specifically, Apex Support Portal Release 1.0 will provide the capability to:

  • Create and manage support cases 
    • View contracts, assets, and RMAs
    • Identify assets with announced end-of-live (EOL) dates

No preparation necessary…

Users with active accounts can log in via our new URL or be redirected from Case Manager.  New users must register to use Apex.

Apex Support Portal, powered by Salesforce, is designed to be user friendly and easy to use.  Short, instructional videos will be available within the new portal to guide you along the way.


We look forward to introducing the Apex Support Portal soon!

Take Action: Pre-register for new 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:

  • Users with an existing Juniper user account do not need to re-register.
  • New users, go to User Registration to get started.  
  • Please share this note with unregistered colleagues.

Available Today

 

Pex, Juniper's Digital Assistant Chatbot 

Click Get 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).
  • Pex was 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:
2021-07-30: 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.
 
Comment on this article > Affected Products Browse the Knowledge Base for more articles related to these product categories. Select a category to begin.

Getting Up and Running with Junos

Getting Up and Running with Junos Security Alerts and Vulnerabilities Product Alerts and Software Release Notices Problem Report (PR) Search Tool EOL Notices and Bulletins JTAC User Guide Customer Care User Guide Pathfinder SRX High Availability Configurator SRX VPN Configurator Training Courses and Videos End User Licence Agreement Global Search