Information You Might Need To Supply To Jtac - Juniper E SERIES BROADBAND SERVICES ROUTERS 11.3.X - ERX HARDWARE GUIDE REV 26-9-2010 Hardware Manual

Information You Might Need to Supply to JTAC

Copyright © 2010, Juniper Networks, Inc.
Figure 59: Representative Module Serial Number ID Label
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 hardware
show environment
show configuration
When a new request for technical support is submitted, the JTAC engineer:
Opens a case and assigns a number
1.
Begins troubleshooting, diagnostics, and problem replication (if appropriate)
2.
Provides you with periodic updates on problem status and escalates the problem as
3.
appropriate according to escalation management guidelines
Closes the case when you agree that the problem has been resolved
4.
Appendix D: Contacting Customer Support and Returning Hardware
141