Contacting Customer Support And Returning Hardware; Information You Might Need To Supply To Jtac - Juniper LN2600 Hardware Manual

CHAPTER 5
Contacting Customer Support and
Returning Hardware

Information You Might Need to Supply to JTAC

Related
Documentation
Copyright © 2015, Juniper Networks, Inc.
Information You Might Need to Supply to JTAC on page 43
Packing Instructions for Returning an LN2600 Router on page 44
When requesting technical support from the JTAC by phone, be prepared to provide the
following information:
Priority level
Indication of what activity was being performed on the router when the problem
occurred
Problem detail and configuration data, obtained by these commands:
show version
show chassis hardware
show chassis environment
show configuration
When a new request for technical support is submitted, the JTAC engineer:
Opens a case and assigns a number
Begins troubleshooting, diagnostics, and problem replication (if appropriate)
Provides you with periodic updates on problem status and escalates the problem as
appropriate according to escalation management guidelines
Closes the case when you agree that the problem has been resolved
Packing Instructions for Returning an LN2600 Router on page 44
43