Contacting Customer Support; Information You Might Need To Supply To Jtac; Return Procedure - Juniper J4350 Getting Started Manual

J4350 and J6350 Services Router Getting Started Guide

Contacting Customer Support

After you have located the serial numbers of the components you
need to return, contact Juniper Networks Technical Assistance Center
(JTAC) in one of the following ways.
You can contact JTAC 24 hours a day, seven days a week.
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:

Return Procedure

If the problem cannot be resolved by the JTAC technician, an 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 will be returned to the customer via
collect freight.
For more information about return and repair policies, see the customer support
Web page at
178
Return Procedure
On the Web, using the Case Manager link at
By telephone:
From the US and Canada: 1-888-314-JTAC
From all other locations: 1-408-745-9500
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
http://www.juniper.net/support/guidelines.html
http://www.juniper.net/support/
commands
show
.