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Submission: On November 10 via manual from IN — Scanned from DE
Submission: On November 10 via manual from IN — Scanned from DE
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CONTACT SUPPORT
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Opening & Escalating Cases
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Global SupportChat
Use the Chat icon at the bottom right of the page to request support 24 hours a
day, 7 days a week.
Don't see the Chat icon? Read this.
Web
Juniper Support Portal
Phone
1-888-314-5822 (toll free, US & Canada). If outside the US or Canada, use a
country number listed from one of the regional tabs above.
Email
We do not support opening new Cases via email. Please use one of the above
options to contact Global Support.
Case TypesAdmin Case (Customer Care)
Create an Admin Case for the following types of non-technical issues:
* Account Registration
* Login Assistance
* Product Registration
* Entitlement to Download Software
* License Key management
* Warranties & Contracts
Technical Case (JTAC)
Create a Technical Case for the following types of technical issues:
* Product Technical Support
* Equipment Repair
* Existing Case Escalation
* Schedule remote install window for Service Now configuration
Opening a Case
When opening a Case, be prepared to provide the following:
* Serial number
* Definition of the problem in detail
* Priority Level and impact of the problem
* Indication of the activity that was being performed when the problem occurred
* Software version
* Configuration data
Priority Levels & Escalations
For complete details on our priority levels and escalation guidelines, please
refer to the JTAC User Guide or your respective J-Care Technical Services
End-User Agreement (EUSA). J-Care Technical Services End-User Agreement (EUSA).
If you need to escalate a Technical Case now, you may do so using the online
Case Management Tool or by calling Customer Care. Please see KB17701 for more
details.
Escalation Guidelines
Juniper Networks offers systematic escalation management to customers with
current service agreements. This ensures that the appropriate resources within
Juniper Networks are utilized to resolve outstanding technical problems as
efficiently as possible.
Response Times
Our systematic escalation process is intended to notify and brief various levels
of management throughout the life cycle of the technical issue. Escalation
timeframes are measured on a 24x7x365 basis.
Priority 1 Cases (Critical)
* 1 hour (if owned by Technical Support Manager)
* 2 hours (if owned by Customer Service Director)
* 4 hours (if owned by Vice President of Customer Service or Vice President of
Engineering and Sales)
Priority 2 Cases (High)
* 12 hours (if owned by Technical Support Manager)
* 24 hours (if owned by Customer Service Director)
* 96 hours (if owned by Vice President of Customer Service)
Priority 3 Cases (Medium)
15 days (if owned by Technical Support Manager)
Priority 4 Cases (Low)
30 days (if owned by Technical Support Manager)
Australia
0011-800-2-JUNIPER
(0011-800-2586-4737) - UIFN
1-800-008-792 - ITFS
China
400-120-5341
Hong Kong
001-800-2-JUNIPER
(001-800-2586-4737)
India
000800 440 1544
Indonesia
001 803 442298
Japan - KDDI
001-010-800-2-JUNIPER
(001-010-800-2586-4737)
Japan - NTT Communications
0033-010-800-2-JUNIPER
(0033-010-800-2586-4737)
Japan - Softbank Telecom
0061-010-800-2-JUNIPER
(0061-010-800-2586-4737)
New Zealand
00-800-2-JUNIPER
(00-800-2586-4737) - UIFN
0-800-44-3774 - ITFS
Pakistan
00800 90044016
Accessible only from PTCL landline phones.
South Korea - Korea Telecom
001-800-2-JUNIPER
(001-800-2586-4737)
South Korea - DaCom
002-800-2-JUNIPER
(002-800-2586-4737)
Malaysia
1800889771
Singapore
001-800-2-JUNIPER
(001-800-2586-4737)
Taiwan
00-800-2-JUNIPER
(00-800-2586-4737)
Thailand
001-800-2-JUNIPER
(001-800-2586-4737)
Vietnam
120-11556
Other Countries
+1-408-745-9500
UIFN & ITFS explainedUIFN:
Universal International Freephone Number (An International Toll Free number that
is dialed using International Access Codes)
ITFS:
International Toll Free Service (An International Toll Free number that is
dialed using Local Access Codes)
1.Make sure that you are dialing the number exactly as listed. Do not add any
digits to the number except for digits necessary to access an outside line (if
you are dialing from your PBX).
2. All UIFN numbers must be dialed as international calls. The IAC
(International Access Code) is the number dialed from each country to place an
international call. Even though the number is dialed as a long distance call,
the toll charges will be reversed and you will not be billed for the call.
(NOTE: Be sure to dial the number exactly as listed, dialing using an IDD number
or calling card may result in charges from your carrier. Juniper Networks will
not be liable for toll charges resulting from misdialed numbers.)
3. In the US & Canada the IAC is 011, in most Asian countries it is 001, and for
most European countries the IAC is 00. Japan, South Korea and a few other
countries have more than one IAC. Please check the numbers listed above for the
correct IAC for your country.
4. If you are behind an office PBX system, contact your PBX administrator and
verify that they are not blocking international dialing to UIFN or ITFS numbers.
5. If you are unable to dial the number as it is listed on this web page, please
contact your long distance carrier and verify that they have not blocked
international dialing on your telephone line.
6. If you are unable to dial the UIFN number, check to see if an ITFS (local
access toll free) number is available for your country. If no ITFS number is
available, you will need to dial the US toll number at +1-408-745-9500. (NOTE:
this is a toll call, you will be charged long distance fees by your long
distance carrier for dialing this number).
If you receive an error message when attempting to dial, please report the error
by opening a Customer Care case via Case Manager. Please include the following
details:
* The telephone number you are dialing from.
* The number you dialed.
* The approximate date and time that you placed your call.
* The error message or message number that you heard.
Austria
0800 293 390
Belgium
0800 72895
Denmark
8088 4839
Egypt (inside Cairo)
2510-0200 20 1-888-242-9217
Egypt (outside Cairo)
02 2510-0200 1-888-242-9217
Finland
0800-9-14522
France
0800 917 669
Germany
0800 1833 973
Greece
00800 4413 1389
Ireland
1800 300 165
Israel
1809 442759
Italy
800 784 231
Kazakhstan
Dial country code: 8800-121-4321
Then dial toll free number: 888 242 9217
Luxembourg
8002 2970
Netherlands
0800 022 3531
Norway
800 18039
Pakistan
00800 90044016
Accessible only from PTCL landline phones.
Portugal
800 880384
Russia
8-800-700-0314
Saudi Arabia
800 8445 408
South Africa
0800 982075
Spain
900 938 989
Sweden
00 800 2586 4737
0 20790654
Switzerland
0800 564 555
Turkey
Dial country code: 0811-288-0001
Then dial toll free number: 888 242 9217
UK
00-800-2586-4737
United Arab Emirates
8000 4416860
or 0-800-121 (wait for AT&T msg),
then dial 1-888-242-9217
United Arab Emirates (Military)
0-800-151 (wait for AT&T msg),
then dial 1-888-242-9217
Other Countries
+1 408-745-9500
Brazil
0 800 891 2125
Chile
123 0020 4372
Colombia
01 800 915 6239
Costa Rica
0 800 012 1512
Mexico
001 877 832 2260
Panama
001 800 507 1952
Peru
0 800 52 805
Venezuela
0800 100 4710
Other Countries
+1-408-745-9500
Mobile Phone Users
Please contact your mobile service provider should you be unable to call Juniper
Global Support. Service providers will occasionally block their mobile users
from dialing toll free numbers. If you are unable to dial Juniper from your
mobile, we recommend you call from a land line phone.
Related Topics
* JTAC User Guide navigate_next
* JTAC Fact Sheet navigate_next
* Customer Care User Guide navigate_next
* Customer Care End User Service Agreement navigate_next
* Inspections & Reinstatements navigate_next
* RMA Procedures navigate_next
* RMA Locations navigate_next
* Guidelines & Policies navigate_next
* Product Warranty navigate_next
* Juniper Worldwide Offices navigate_next
* How To Buy navigate_next
* Report a Security Vulnerability navigate_next
* Subprocessors navigate_next
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