Transcription
Resource GuideCustomer CareUser Guide
Customer Care User GuideResource GuideTable of ContentsJuniper Networks Customer Team. 3How to Open a New Case. 5Customer Care . 3Open a Customer Care Case via the Web. 5Juniper Networks Global Customer Care Centers . 3Open a Customer Care Case by Telephone. 5Customer Care Contact Information. 3How to Track an Existing Case or RMA. 6Support Delivery Logistics . 4Manage via Case Manager. 6Self-Help Online Tools/Resources . 4Manage a Case by Telephone. 6How to Obtain a CSC Login and Password. 4Case Work Flow Within Customer Care.7Customer Support Center (CSC) . 4Customer Care Responsibilities.7Forgot Your Password?. 4Customer Communication Guidelines.7Support Contract and Product Management. 4Customer Care Escalation Procedures.7Register Product. 4Response and Resolution Guidelines.7Activate Support e-Certificate. 4Mis-Shipment Process.7Update Installed Base. 4Grey Market/Reinstatement .7Search Products and Contracts. 4Juniper Networks Product Warranty.7Serial Number Entitlement Search. 4General Warranty Business Rules.7License Management System (LMS). 4Return Materials Authorization (RMA) Procedures.7Activate a Product License. 4Time and Material Hardware Replacement Support. 8Register and Retrieve Subscription License. 5RMA Troubleshooting. 8Find Product License. 5Handling of Returned Goods. 8Generate Replacement License for RMA Device. 5Returns Not Received. 8Reporting and Resolving Problems with Customer Care. 5Industry Recognition. 8General Questions and Problems. 5Juniper Networks Services and Support. 9About Juniper Networks. 92
Customer Care User GuideResource GuideJuniper Networks Customer Team Escalation managementThe Juniper Networks Customer Team consists of a number of General inquiries on Support Delivery Logistics (RMA) statusgroups within Juniper, all working together to quickly answer General inquiries on warranty and support contract statusquestions and resolve network issues. In addition to Juniperand setupNetworks Technical Assistance Center (JTAC), there are twoJuniper Networks Global Customer CareCentersother primary support groups that make up the Customer Team:Customer Care and Support Delivery Logistics.Juniper Networks has seven Customer Care centers locatedCustomer Carearound the world. They are your focal point of contact forJuniper Networks Customer Care organization is the primarynontechnical questions and issues 24x7x365.owner of nontechnical problem resolution and provides theCustomer Care Contact Informationfollowing nontechnical services to Juniper customers:Juniper Networks customers can open a Technical Support or Customer Support Center (CSC) account creation, accountCustomer Care case online or via telephone. Cases will be routedaccess, and password resetto the appropriate engineer or Customer Care team based on the Support entitlementproduct and/or issue. Product registration To open a case online, visit Juniper Networks Customer Service ActivationSupport Center (CSC) at: www.juniper.net/cm/. Entitlement to software downloads Note: A CSC account is required for access. License key administration and management Telephone 1-888-314-5822 (U.S. and Canada) Product mis-ship processing, monitoring, and Telephone 1-408-745-9500 (International outside of thecommunicationU.S. and Canada), or visit us at www.juniper.net/support/requesting-support.html for a listing of local phone numbers. Order statusFor non-English speaking customers, our Customer Care Time and material support salesrepresentatives can provide support in a number of languages Transfer of product ownership, inspection and supportsuch as Arabic, Dutch, French, German, Japanese, Korean,reinstatementMandarin, Polish, Putonghua, Russian and Spanish. They Communication of customer policies and businessalso have access to translation services to help facilitateprocedurescommunication in most other business ong KongManilaFigure 1: Global Customer Care3
Customer Care User GuideSupport Delivery LogisticsIf JTAC determines that your product is defective or hardwareis considered Dead on Arrival (DOA), a Return MaterialAuthorization (RMA) number is issued. The RMA is dispatchedto a customer representative (CSR) within the SupportResource GuideIn order to receive the maximum amount of service coveragewith Juniper, you are required to activate your e-Certificate. Thestart date of the Juniper Care service will begin either 30 daysfrom the receipt of the e-Certificate, or the date of e-Certificateregistration; whichever comes first.Delivery Logistics team for processing. You will receive RMATo view and activate your support certificates, please visit:acknowledgement, instructions, and status on your RMA h.jsp.e-mail from the CSR.Update Installed BaseSelf-Help Online Tools/ResourcesIt is important that we have an up–to-date record of yourFor quick and easy problem resolution, Juniper Networks hasinstalled base so that our depots are stocked with the correctdesigned a state-of-the-art online self-service portal called theparts to support you, and we can provide you with an accurateCustomer Support Center (CSC) for end users.and timely renewal quotation. You can submit your installedHow to Obtain a CSC Login and PasswordCreating a Juniper Networks online account will enable you toaccess secure resources like the Customer Support Center (CSC).base location or configurations update via the Update InstallBase tool at: tallbase.jsp.To create an online account, please complete the four (4) easySearch Products and Contractssteps outlined on the Web form located at: www.juniper.net/To search for products and contracts registered under your profile,entitlement/setupAccountInfo.do.please visit: Customer Support Center (CSC)Serial Number Entitlement SearchThe CSC is a critical part of Juniper Networks customer serviceCustomers with an active support contract (PAR supportand support strategy. It provides a worldwide 24x7x365 onlineexcluded) are entitled to 24x7 phone and Web support. Note thatchannel to enable our customers to quickly and efficiently locateserial number verification is required to open a case.the tools, documentation, and assistance they need.To search for service entitlement information by entering productYou can access the support center at www.juniper.net/serial number or contract ID, please visit: lNumberEntitlementSearch/.Forgot Your Password?If the provided serial number is not entitled to support and theIf you have forgotten your password for the CSC, you canrequest an e-mail notification to unlock your account andreset your password here: Action.do.Support Contract and ProductManagementYou can use online tools to view and update your installed basewarranty has expired, the following options are available forobtaining support: Time and materials (pay per incident); please contactJuniper Customer Care for a quote Purchasing a new support contract; please contact anauthorized Juniper Partner to purchase a support contract byvisiting: www.juniper.net/us/en/partners/locator/and support contracts, register products, and activate supportLicense Management System (LMS)certificates.Juniper Networks has designed a state-of-the-art, online, self-Register Productservice portal called the License Management System (LMS)to enable customers to activate, retrieve, and find their productPlease visit: license key(s) as well as license transfers on RMA devices.Activate Support e-CertificateActivate a Product LicenseJuniper Care service contracts are activated using e-Certificates.Upon purchase of the required license via an authorized Junipere-Certificates are only valid and allowed to be activated in theNetworks partner, you will receive a license authorization codeJuniper Networks sales region in which they are purchased.which you can use to generate and download the licenseIn addition, Juniper Care Next-Day e-Certificates are only valid inactivation keys to enable product features via LMS. Please referthe Continental USA and the countries in the European Union. Forto: www.juniper.net/lcrs/generateLicenseHome.do.all other locations, which include but shall not be limited to LatinAmerica, Canada, Eastern Europe, and Asia Pacific, Juniper CareNext-Day e-Certificates are not valid.4
Customer Care User GuideRegister and Retrieve Subscription LicenseFor the first time a subscription license is purchased, you canregister the subscription license authorization code via theSubscription Registration Tool. Please refer to: http://tools.juniper.net/subreg/.Once the license is registered, you can invoke a request from theproduct to retrieve the subscription keys via the internet if theappliance is configured and connected to the Internet.For a subscription license renewal, a license authorizationResource GuideFor more details, please visit the sites below: Find support guidelines and policies: www.juniper.net/support/guidelines.html Find solutions and answer questions using our KnowledgeBase: http://kb.juniper.net Open a case online in the CSC Case Manager: www.juniper.net/cmHow to Open a New Casecode will not be delivered. You will receive a “welcome letter”Open a Customer Care Case via the Webnotification as a confirmation of your renewal. Juniper appliancesNontechnical cases can be opened on the Web using theare programmed to automatically contact LMS via the InternetCase Manager tool in the Customer Support Center (CSC). Forand download a renewal subscription activation key as they nearnontechnical issues requiring immediate action, making a call tothe end of their subscription period. This automatic downloadJuniper Customer Care will ensure immediate attention to theonly works if (a) the appliance is configured and connected toissue.the Internet; and b) the renewal is processed before the originalkey expires.Once a subscription license authorization code is registered orlicense renewal order confirmed, you also have the option toaccess LMS Generate Licenses for Subscription Entitlements togenerate and download the license keys manually. To do this,please visit: www.juniper.net/lcrs/subKeysOnDemand.do.Find Product LicenseYou can find license keys generated for your product by erate Replacement License for RMA DeviceIf you have received an RMA replacement for your Juniperappliance and the defective appliance has a product activationkey, you may self-serve the transfer of the license activation1. Log into the password-protected CSC on Juniper’s website byentering your login and password.2. Select Create a Case/RMA at: https://tools.online.juniper.net/cm/case create choice.jsp.3. Select Admin Service Request and fill in the appropriatefields. When you are finished, select Save and a case numberwill be provided.4. A Customer Care representative will contact you via phone ore-mail within 24 hours.Open a Customer Care Case by Telephone1. Telephone our global support team at the local number listed.Call 1-888-314-5822 (U.S. and Canada) or 1-408-7459500 (International outside of U.S. and Canada).key from the defective to a replacement unit by visiting: www.2. Press the * key. You will be routed to a general queue and yourjuniper.net/lcrs/generateRMA.do. Please refer to www.juniper.call will be answered by the next available Customer Carenet/generate license/ for further details on LMS and productrepresentative.licenses.Reporting and Resolving Problems withCustomer CareGeneral Questions and Problems3. Be prepared to provide the Customer Care representative withthe following information: Serial number, contract number, license information (ifapplicable)Juniper Networks has designed state-of-the-art, online, self- Definition of the problem in detailservice options. If you have a question or issue that you cannot Priority level and impact of the problemresolve yourself and it is not of a time-sensitive nature, pleasefollow these guidelines to receive a quick and reliable solution. Software version5
Customer Care User GuideResource GuideHow to Track an Existing Case or RMA Case or RMA ID number (with a hyperlink to the case itself)Manage via Case Manager Site name and site ID numberYou may track your Customer Care cases or RMAs online by Contact name (whoever opened the case, with hyperlinkedcontact details)accessing Case Manager at: (www.juniper.net/cm/). Search by case number using format YYYY-MMDD-NNNN Last modified (date and time, listed as United States PacificTime Zone)where NNNN is the number of the case (example: 2012-0101- Platform (hardware type)0123). Priority (as set when created) Search by RMA number using format RNNNNNN orRNNNNNN-n where NNNNNN is the number of the RMANOTE: The column names can be sorted. By clicking on a columnitself, and –n is the number of the RMA line item. You canname, you can sort the search results by that column’s criteria, forsearch by the RMA number (example: R212345) or by theexample, sorting by Case ID Number, Platform, or Status.RMA line item number (example: R212345-1). Search by customer tracking number using a keyword searchManage a Case by Telephone1. Telephone our global support at the local number listed. Callthat matches your company’s internal case number.These options appear as radio buttons below the query text fieldon the Case Manager home page. 1-888-314-5822 (U.S. and Canada) or 1-408-745-9500(International outside of U.S. and Canada) for the latestinformation on your case.The case or RMA search results page provides the followingdetails (from left to right):2. Enter your 12-digit case number followed by the pound or hash(#) sign. Please do not include the dashes (example, 20120111-0120 is entered as 201201110120#). Status (open or closed)Quick Reference Guide for Opening a Customer Care CaseOpen a case onlineusing Case ManagerOrIs this anescalation on theweekend or aholiday?Customer Careprovides 24 x 7 x 365assistanceCustomer Careprovides 24 x 7 x 365assistanceCustomer Careprovides 24 x 7 x 365assistanceIs this anescalation on theweekend or aholiday?Open a case by calling Customer Care1-800-638-8296 (US or Canada)1-408-745-9500 (all other countries)YesSend toCustomer CareEscalation TeamCustomer CareEscalation Teamcontacts the customerNoCase waits in queueuntil the nextbusiness dayClose CaseFigure 2: Quick Reference Guide for Opening a Customer Care Case6
Customer Care User GuideResource GuideCase Work Flow Within Customer CareMis-Shipment ProcessOnce a nontechnical case is opened with Juniper Networks, theMis-shipment requests should come from the customer whoCustomer Care representative will resolve the issue as quickly asplaced the order directly with Juniper Networks. Eligible mis-possible. If escalation is required, the case will be handed off to ashipment requests are those submitted within 90 days of theCustomer Care Escalation team member to resolve the issue.product being shipped.Customer Care ResponsibilitiesThe classification of a mis-ship is as follows:Once you have initiated a case with Juniper Networks, theCustomer Care representative will take the following actions: Open a case and assign a number Provide assistance Provide you with periodic updates on problem status andescalate the problem as required according to escalationmanagement guidelines, or at your request Close the case when you agree the problem has been A nontechnical end customer/partner reported problem withthe original delivery of product(s) ordered. This includes thefollowing:-- Missing or incorrect sales order line items-- Missing or incorrect component parts and/orsubassemblies-- Missing or incorrect documentationCustomer Care will assist in opening the case and provideupdates and a tracking number once the correct part has beenresolvedYou can monitor the case progress by logging into Case Managerlocated in the password-protected CSC self-service portal.Please note that you only have access to those cases you initiatewithin the Case Manager portal at: www.juniper.net/cm/.shipped.Grey Market/ReinstatementFor Juniper Networks Service and Support Inspection andReinstatement Policy, please refer to: www.juniper.net/Customer Communication Guidelinessupport/990222.pdf.The chart below provides Global Customer Care targets forJuniper Networks Product Warrantyproviding response, communication, and resolution to customerissues. These targets are based on the priority assignment ofthe case.For complete details and terms of the warranty, please visit us at:www.juniper.net/support/warranty/.Case PriorityResponse Time TargetGeneral Warranty Business RulesP1Within 2 hoursTo ensure that you receive your full product warranty benefits,P2Within 24 hoursplease register your Juniper products. For details on how toP3Within 5 business daysP4Within 7 business daysCustomer Care Escalation ProceduresDefinition of Customer Care Escalation: Customer Careregister your products, please visit us at: www.juniper.net/support/warranty/howto register.html.Return Materials Authorization (RMA)Proceduresrepresentative has exhausted the ability to resolve the issue andRMAs fall into four standard categories. Juniper Networkshas handed off the case to the Escalation team.processes RMAs in accordance with product warranty orcontracted support entitlement related to these RMA types:Response and Resolution GuidelinesOur systematic escalation process is intended to notify and briefvarious levels of management throughout the lifecycle of a case. Advance Replacement Return to Factory RepairEscalation timeframes are measured on a 24x7x365 basis. Dead on Arrival (DOA)If the issue is not resolved to your satisfaction or in the expected Non-Contracted/Out of Warrantytimeframe, call the Customer Care number 1-888-314-5822,Please refer to Product Warranty Policy details at: www.juniper.or 1 408-745-9500 and ask for your case to be assignednet/support/warranty.to an Escalation team member. For P1 escalations occurringon weekends, please request to have the on-call escalationsCustomer Care person contacted.Customer Care managers are available 7x24x365 formanagement escalations. Upon reaching Customer Care, pleaseprovide your case number and ask for the escalation manager.Please refer to Juniper Care Services description for detail onservice entitlement at: . criptions/9060093-en.pdfPlease refer to the Repair and Return Policy and Procedures forfurther detail on RMA procedures at: www.juniper.net/support/rma-procedure.html.7
Customer Care User GuidePlease note that hardware replacement under End User SupportAgreement excludes physical damages caused by fire or “actsof God” such as floods, hurricanes, etc. RMA requests for suchhardware damages will not be accepted. Please refer towww.juniper.net/support/guidelines/990216.pdf (page 3, 2.e. iii)for more details.For RMA return instruction details, please visit:US and Canada:www.juniper.net/support/9060006-EN.pdfLatin America:www.juniper.net/support/9060005-EN.pdfEMEA EU:www.juniper.net/support/9060007-EN.pdfEMEA Non EU:www.juniper.net/support/9060009-EN.pdfAsia urce GuideRMA TroubleshootingIn most cases, troubleshooting of the unit is conducted before anRMA is issued to confirm that the unit is defective. The followingprocess typically takes place:1. Customer contacts the JTAC.2. Problem is described to the TSE (Technical Support Engineer).3. TSE opens a case and conducts diagnostics.4. If the product is determined to be defective, the TSE createsan RMA and dispatches it to Support Delivery Logistics.5. After the RMA is dispatched to Support Delivery Logistics, it isprocessed according to warranty or service contract, and anRMA acknowledgement sent out. E-mail notification will alsobe sent to the customer with a copy to the support case.6. Customer returns the faulty unit to Juniper for repair orreceives equipment with instructions on how to return thedefective unit.Handling of Returned GoodsJuniper Networks Logistics has worldwide RMA return locations. AWhenever a product is determined to be defective, an RMA iscomplete list of return locations can be found by visiting:generated. All returns must include a valid RMA number and ned in accordance with Juniper RMA return procedures:Time and Material Hardware ReplacementSupportImportant: Label the outside of the box with the RMA number toJuniper Networks offers a Time and Materials hardwarePlease refer to www.juniper.net/support/rma-procedure.html forreplacement support for customers whose product is not coveredspecific addresses, as return locations vary by country.by product warranty or an active support contract. A hardwareensure proper tracking and handling.replacement support upgrade is also available on a pay-per-Returns Not Receivedincident basis.Juniper Networks has a ten (10) business day standard return Pricing for onsite CE support (CE Contracted Engineer,technician sent to site) “One Time RMA Upgrade” Return to Factory repair toAdvance Replacement Out of warranty repair charges Out of warranty Advance Replacement chargespolicy for Advance Replacement support contracts, after thistime Juniper Networks has the discretion to charge full list pricefor the non-return of a defective part. This notice is included inthe confirmation of the RMA that is sent to you on the date ofissuance.Industry RecognitionJuniper Networks sets new standard for online support excellenceCustomers in EMEA will need to contact their Reseller for pricingas the company is ranked among the world’s best for the sixthinformation or a quote.Requesting an RMAconsecutive time. Juniper becomes the first and only companyTo request an RMA, please create a JTAC case via the Juniperin the history of the Association of Support ProfessionalsNetworks password-protected CSC website. You can also requestcompetition ever to earn six consecutive ASP Awards—anan RMA by contacting JTAC via phone.unprecedented industry accomplishment.If any equipment arrives at a Juniper Networks return locationwithout an RMA number and the equipment serial number cannotbe verified against an existing RMA, the equipment will not beaccepted and will be returned to sender at the sender’s cost.8
Customer Care User GuideResource GuideJuniper Networks Services and SupportAbout Juniper NetworksJuniper Networks is the leader in performance-enabling servicesJuniper Networks is in the business of network innovation. Fromthat are designed to accelerate, extend, and optimize yourdevices to data centers, from consumers to cloud providers,high-performance network. Our services allow you to maximizeJuniper Networks delivers the software, silicon and systems thatoperational efficiency while reducing costs and minimizingtransform the experience and economics of networking. Therisk, achieving a faster time to value for your network. Junipercompany serves customers and partners worldwide. AdditionalNetworks ensures operational excellence by optimizing theinformation can be found at www.juniper.net.network to maintain required levels of performance, reliability,and availability. For more details, please visit www.juniper.net/us/en/products-services.Corporate and Sales HeadquartersAPAC and EMEA HeadquartersJuniper Networks, Inc.Juniper Networks International B.V.1133 Innovation WayBoeing Avenue 240Sunnyvale, CA 94089 USA1119 PZ Schiphol-RijkPhone: 888.JUNIPER (888.586.4737)Amsterdam, The Netherlandsor 1.408.745.2000Phone: 31.0.207.125.700Fax: 1.408.745.2100Fax: 31.0.207.125.701www.juniper.netCopyright 2015 Juniper Networks, Inc. All rights reserved. Juniper Networks, the Juniper Networks logo, Junosand QFabric are registered trademarks of Juniper Networks, Inc. in the United States and other countries.All other trademarks, service marks, registered marks, or registered service marks are the property of theirrespective owners. Juniper Networks assumes no responsibility for any inaccuracies in this document. JuniperNetworks reserves the right to change, modify, transfer, or otherwise revise this publication without notice.7100156-002-EN Apr 2015
Juniper Networks Global Customer Care Centers Juniper Networks has seven Customer Care centers located around the world. They are your focal point of contact for nontechnical questions and issues 24x7x365. Customer Care Contact Information Juniper Networks customers can open a Technical Support or Customer Care case online or via telephone.
