Support Support Downloads Knowledge Base Juniper Support Portal 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

How can I get technical support when I do not have a support contract?



Article ID: KB9839 KB Last Updated: 24 Nov 2020Version: 13.0

To open a technical support Case online using Case Manager (CM), you must have a valid support contract. Juniper Networks offers several options for non-contracted customers. This article gives an overview of these options.



Symptoms & Errors:

  • I can't open a technical support case.

  • Error: Please enter a valid serial number. A valid serial number is required to open a technical case. You can open an Admin Case by selecting Case Type: Admin Case. Admin cases do not require a serial number to be entered.

  • I do not have an active support contract.


To check if Product has an active support contract please go to Juniper Networks Support site Serial Number Entitlement Tool.



Customers who do not have a valid contract for their product have five (5) options.

  • Option 1: If you do not have a reseller, contact Juniper Networks Inside Sales or submit the "How to Buy" form. The Inside Sales team will help identify a local reseller who can help you obtain a service contract, or you can choose a local reseller via Partner Locator.

  • Option 2: Contact your reseller and begin the contract renewal process.

  • Option 3: Work with the Juniper Renewals Desk.

  • Option 4: Search the Knowledge Base for articles related to your issue.

  • Option 5: Use the Juniper Elevate Community to search for existing conversations regarding your issue, or post a new question.


Modification History:

2020-11-24: Updated link to Juniper community
2020-10-25: Removed EOS products
2020-10-05: Article updated to reflect currently used terminology
2018-12-04: Article checked for accuracy and links and contacts details updated to reflect current and up-to-date information


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