Juniper Networks M10i manual Information You Might Need to Supply to Jtac, Return Procedure

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:

■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

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 http://www.juniper.net/support/guidelines.html.

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/, or at 1-888-314-JTAC (within the United States) or 1-408-745-9500 (from outside the United States).

When you need to return a component, follow this procedure:

1.Determine the part number and serial number of the component. For instructions, see “Locating Component Serial Numbers” on page 189.

2.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.

3.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

194■ Return Procedure