Search search Products & Services Support Training How to Buy Contact Usaccount_circleAccountexpand_more Contact Support Support Downloads Knowledge Base Juniper Support Portal Community Opening & Escalating Cases Asia Pacific Europe, Middle East, & Africa Latin America Global Support Chat Use the Chat icon at the bottom right of the page to request support 24 hours a day, 7 days a week. Don't see the Chat icon? Read this. Web Juniper Support Portal Phone 1-888-314-5822 (toll free, US & Canada). If outside the US or Canada, use a country number listed from one of the regional tabs above. Federal Government Support: 1-833-900-1454. Email We do not support opening new Cases via email. Please use one of the above options to contact Global Support. Case Types Admin Case (Customer Care) Create an Admin Case for the following types of non-technical issues: Account Registration Login Assistance Product Registration Entitlement to Download Software License Key management Warranties & Contracts Technical Case (JTAC) Create a Technical Case for the following types of technical issues: Product Technical Support Equipment Repair Existing Case Escalation Schedule remote install window for Service Now configuration Opening a Case When opening a Case, be prepared to provide the following: Serial number Definition of the problem in detail Priority Level and impact of the problem Indication of the activity that was being performed when the problem occurred Software version Configuration data Priority Levels & Escalations For complete details on our priority levels and escalation guidelines, please refer to the JTAC User Guide or your respective J-Care Technical Services End-User Agreement (EUSA). J-Care Technical Services End-User Agreement (EUSA). If you need to escalate a Technical Case now, you may do so using the online Case Management Tool or by calling Customer Care. Please see KB17701 for more details. Escalation Guidelines Juniper Networks offers systematic escalation management to customers with current service agreements. This ensures that the appropriate resources within Juniper Networks are utilized to resolve outstanding technical problems as efficiently as possible. Response Times Our systematic escalation process is intended to notify and brief various levels of management throughout the life cycle of the technical issue. Escalation timeframes are measured on a 24x7x365 basis. Priority 1 Cases (Critical) 1 hour (if owned by Technical Support Manager) 2 hours (if owned by Customer Service Director) 4 hours (if owned by Vice President of Customer Service or Vice President of Engineering and Sales) Priority 2 Cases (High) 12 hours (if owned by Technical Support Manager) 24 hours (if owned by Customer Service Director) 96 hours (if owned by Vice President of Customer Service) Priority 3 Cases (Medium) 15 days (if owned by Technical Support Manager) Priority 4 Cases (Low) 30 days (if owned by Technical Support Manager) Mobile Phone Users Please contact your mobile service provider should you be unable to call Juniper Global Support. Service providers will occasionally block their mobile users from dialing toll free numbers. If you are unable to dial Juniper from your mobile, we recommend you call from a land line phone. Related Topics JTAC User Guide navigate_next JTAC Fact Sheet navigate_next Customer Care User Guide navigate_next Customer Care End User Service Agreement navigate_next Inspections & Reinstatements navigate_next RMA Procedures navigate_next RMA Locations navigate_next Guidelines & Policies navigate_next Product Warranty navigate_next Juniper Worldwide Offices navigate_next How To Buy navigate_next Report a Security Vulnerability navigate_next Subprocessors navigate_next FEEDBACKfeedback Services About Juniper Partners Community Request a Quote How to Buy Feedback Contact Us Careers Image Library Corporate Responsibility Privacy Policy Legal Notices DMCA Policy Insights Site Map Change country United States Brazil - Brasil China - 中国 France Germany - Deutschland Japan - 日本 Korea - 대한민국 Latin America Russia - Россия Spain - España United Kingdom © 1999 - 2021 Juniper Networks, Inc. All rights reserved.