Juniper Networks J2320 manual Information You Might Need to Supply to Jtac, Return Procedure

Chapter 12: Contacting Customer Support and Returning Hardware

From all other locations: 1-408-745-9500

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:

■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 show commands

Return Procedure

If the problem cannot be resolved by the JTAC technician a Return Materials Authorization (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 are returned to the customer via collect freight.

For more information about return and repair policies, see the customer support

Web page at http://www.juniper.net/support/guidelines.html.

For product problems or technical support issues, open a support case using the Case Manager link at http://www.juniper.net/support/, or call 1-888-314-JTAC (within the United States) or 1-408-745-9500 (outside the United States).

When you need to return a component:

1.Determine the part number and serial number of the component. For instructions, see “Locating Component Serial Numbers” on page 215.

2.Obtain an RMA number from JTAC.

3.Provide the following information:

■Part number and serial number of component

■Your name, organization name, telephone number, fax number, and shipping address

■Description of the failure

Return Procedure ■ 219