Information You Might Need To Supply To Jtac; Return Procedure - Juniper M10i Hardware Manual

M10i Internet Router Hardware Guide

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 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, Inc. unless you have first
obtained an RMA number. Juniper Networks, Inc. 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
For product problems or technical support issues, contact the Juniper Networks
Technical Assistance Center (JTAC) using the Case Manager link at
http://www.juniper.net/support/
1-408-745-9500 (from outside the United States).
When you need to return a component, follow this procedure:
1.
2.
3.
194
Return Procedure
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 using one or more of the show commands
http://www.juniper.net/support/guidelines.html
Determine the part number and serial number of the component. For instructions,
see "Locating Component Serial Numbers"
Obtain a Return Materials Authorization (RMA) number from the Juniper Networks
Technical Assistance Center (JTAC). You can send e-mail or telephone as described
above.
Provide the following information in your e-mail message or during the telephone
call:
Part number and serial number of component
Your name, organization name, telephone number, and fax number
Description of the failure
, or at 1-888-314-JTAC (within the United States) or
on page 189.
.