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

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

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:

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.

Note:

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

 

Solution:

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

 

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