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Juniper Support Tools Update - October 2021 - Announcements

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Article ID: TSB17869 TECHNICAL_BULLETINS Last Updated: 20 Oct 2021Version: 16.0
Alert Type:
PSN - Product Support Notification
Alert Description:

Post-Sales Services and Support Updates - 20 October 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:
Update 20 OCT 2021
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Juniper is changing and simplifying the names of our digital support tools.

As of 30 October 2021, we will be discontinuing the Apex sub-brand name for our portfolio of support tools.

How will this impact you?

Hopefully not too much. Our digital support transformation goals remain the same, to transform your support experience. Our vision is to provide Experience First Services.  All URL solution links with the Apex name will be redirected to updated URLs.

Support solutions to be rebranded include:

Apex Support Portal to > Juniper Support Portal - support case management via a single, industry-leading platform.
Apex Gov Support to > Juniper Gov Support - secured support case management for governments or other businesses requiring added security.
Apex Partner Renewals to > Juniper Partner Renewals - self-service contract renewal for Partners.
JSAS Essentials/Apex Automated Analytics to > Juniper Support Insights - AI-driven support for operational health visibility and proactive, predictive insights across the entire Juniper portfolio.
Apex Service APIs to > Juniper Service APIs - direct integration between Customer and Juniper systems for efficient transaction processing and support.
Pex Chatbot to > Juniper Digital Assistant - automated question/answer support, and as needed transfer to live agent available 24/7.

In short, our solutions are changing in name only. Our transformation goals remain the same, to enhance your support experience and to fulfill our vision for Experience First Services.
 



Juniper Support Portal

Juniper 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
Juniper 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.

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Additional information and tips: 

  • Juniper Support Portal FAQ
  • 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).

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 Juniper 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

 

Juniper Digital Assistant 

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

 

Juniper Service API (application programming interface) 

See Case API for more details.


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

 

 

Juniper Gov Support

Federal Customers can now obtain basic case management powered by Salesforce.  Read Juniper 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:
2021-10-20: Apex name changes.
2021-09-27: Minor changes to status update. 
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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