Juniper Networks Customer Support Center (CSC)
Frequently Asked Questions (FAQs)
What changes have occurred to the Customer Support Center recently?
In early July 2004, Juniper launched a new version of the CSC following Juniper
Networks acquisition of NetScreen Technologies. The redesigned CSC is a
consolidated online support website and fully integrates NetScreen’s Customer
Service Online (CSO) and Neoteris’ support website into the CSC. The CSC
now includes robust tools, applications and content to support all of Juniper
Network’s infrastructure and security products from a single, secure portal.
How do I get access to the new CSC if I already have a NetScreen CSO or
Neoteris support site account?
To get started using the CSC, simply update and transition your current
NetScreen CSO or Neoteris Support site account by carefully following the four
(4) easy steps in our Transition Your Account tool located at:
http://www.juniper.net/entitlement/transitionAcct.do
What technical resources are available to me in the Customer Support
Center?
Juniper Networks service and support customers and partners can register for
individual CSC accounts to get easy, secure, 7x24x365 online access to critical
technical information, technical bulletins, problem reports, technical notes and
product documentation via the Customer Support Center.
Key Technical Tools and Resources Include:
•
•
•
•
•
•
•
•
New Product Registration Tool
Case Manager and RMA Tool
Knowledge Base
Software Downloads
Technical Bulletins
Bug Search and Problem Report Tool
Order Status Tool
White Papers, Web Based Training, and Tech Notes
Copyright © 2004 Juniper Networks, Inc.
Proprietary and Confidential
http://www.juniper.net/support/
•
•
The entire Juniper Networks portfolio of network infrastructure and
security products are supported from a single support portal
Administer your Account and Profile
Where can I get more information to help me understand and navigate to
the CSC Technical Tools and Resources?
Please view the Customer Support Center (CSC) Overview Guide for information
on how to get the most out of the robust tools and applications available in the
CSC. The CSC Overview Guide is located at:
http://www.juniper.net/welcome.html
Is there a limit to how many people in my company can register for access
to Juniper’s CSC?
No. Although Juniper Networks CSC policy requires each person within a
customer account to register for an individual CSC account, Juniper does not
limit the total number of individuals within a company who can register for
access. Please note: Each user will be required to use the company E-mail
domain for their CSC account USERID. This will allow Juniper to properly
identify the user and ensure proper entitlement and therefore individual E-mail
addresses must match the company’s E-mail domain listed within the service
contract.
How often is the technical content in the CSC updated?
Juniper Networks Customer Service team continually posts the latest technical
support information available companywide to the CSC to make sure our
customers and partners are getting the most from their Juniper Networks
investment.
What is the best method to submit a case to Juniper Networks Technical
Assistance Center (JTAC)?
Customers with Juniper Networks service agreements receive technical
assistance seven days a week, 24 hours a day, 365 days a year from the JTAC.
You have the option of submitting a problem using the robust Case Manager
Tool in the CSC website or by telephone, using the contact information shown
below:
•
Case Manager: at https://www.juniper.net/cm/index.jsp
•
Phone: 1-888-314-JTAC (U.S., Canada, and Mexico customers)
Copyright © 2004 Juniper Networks, Inc.
Proprietary and Confidential
http://www.juniper.net/support/
•
Phone: 408-745-9500 (all other customers)
Visit http://www.juniper.net/support/requesting-support.html for more information
Where can I download the latest software for my Juniper infrastructure or
security product?
Juniper service and support customers can download the latest versions of
JUNOS, ScreenOS, IVE OS and IDP Software for any Juniper Networks product
at: https://www.juniper.net/customers/csc/software/
What is Juniper’s Privacy policy regarding my personal and company
information?
Juniper Networks respects and protects the privacy of visitors to our website.
Juniper Networks does not collect personal information from a visitor to our site
unless the visitor intentionally provides it or otherwise provides express consent.
When accessing certain documents or services on our website, visitors may be
asked to register, provide contact information, and depending on what they are
accessing, provide additional information, such as where they work and what
they do. Juniper Networks collects this information in an effort to better meet the
needs of its customers and answer questions of, and provide information and
services to, visitors to its website. The information is used solely by Juniper
Networks, its affiliates, and those companies contracted by Juniper Networks to
deliver requested information and services. We do not sell information to third
parties. Our complete formal Privacy Policy can be found at:
http://www.juniper.net/privacy.html
Where can I get more information on Juniper’s Support Policies?
For more information on Juniper’s support policies including requesting technical
support, case definitions for priority, escalations, support levels and definitions,
warranty, RMAs, and others, please visit:
http://www.juniper.net/support/guidelines.html
How do I contact Juniper’s Customer Service Team?
For complete contact information on Juniper’s Customer Service worldwide
organization including Customer Service, Technical Assistance Center (JTAC),
Education Services, and Professional Services, please visit:
https://www.juniper.net/customers/csc/contact/
Copyright © 2004 Juniper Networks, Inc.
Proprietary and Confidential
http://www.juniper.net/support/
Where can I get more help if I need it?
For additional help with account problems, CSC application issues, content
issues or just to offer feedback on the CSC, please visit:
https://www.juniper.net/customers/csc/help/index.jsp
Copyright © 2004 Juniper Networks, Inc.
Proprietary and Confidential
http://www.juniper.net/support/