From all other locations: 1-408-745-9500
If contacting JTAC by telephone, enter your 11-digit case number followed by the
pound (#) key if this is an existing case, or press the star (*) key to be routed to the
next available support engineer.
Information You Might Need to Supply to JTAC
When requesting support from JTAC by telephone, be prepared to provide the
following information:
■ Your existing case number, if you have one
■ Details of the failure or problem
■ Type of activity being performed on the router when the problem occurred
■
Configuration data displayed by one or more show commands
Return Procedure
If the problem cannot be resolved by the JTAC technician a Return Materials
Authorization (RMA) number is issued. This number is used to track the returned
material at the factory and to return repaired or new components to the customer
as needed.
NOTE: Do not return any component to Juniper Networks unless you have first
obtained an RMA number. Juniper Networks reserves the right to refuse shipments
that do not have an RMA. Refused shipments are returned to the customer via collect
freight.
For more information about return and repair policies, see the customer support
Web page at http://www.juniper.net/support/guidelines.html.
For product problems or technical support issues, open a support case using the Case
Manager link at http://www.juniper.net/support/, or call 1-888-314-JTAC (within the
United States) or 1-408-745-9500 (outside the United States).
When you need to return a component:
1. Determine the part number and serial number of the component. For instructions,
see “Locating Component Serial Numbers” on page 215.
2. Obtain an RMA number from JTAC.
3. Provide the following information:
■ Part number and serial number of component
■ Your name, organization name, telephone number, fax number, and shipping
address
■ Description of the failure
Return Procedure ■ 219
Chapter 12: Contacting Customer Support and Returning Hardware
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