Contact Support
Live chat with Customer Care to get support 24 hours a day, 7 days a week. For Federal Government chat support, visit the Juniper Government Support Portal.
Get the latest updates, troubleshoot, and manage your Juniper Support cases and RMAs on the go with the Juniper Support Portal Mobile app. The Juniper Support Portal Mobile application is available now for iOS and Android. Juniper customers will need an active Support contract and account to use the JSP Mobile app.
iOS users can download the JSP Mobile app from the Apple App Store.
Android users can download the JSP Mobile app from Google Play.
See the Juniper Support Portal Mobile Application Release Notes for more information.
To share feedback, questions, or other comments about the JSP Mobile app, contact JSPMobileSupport@juniper.net. This email alias does not provide technical support for Juniper support contracts.
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.
Federal Government Support: 1-833-900-1454.
We do not support opening new cases via email. Use one of the above options to contact Global Support.
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
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
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
For complete details on our priority levels and escalation guidelines, refer to the JTAC User Guide or your respective J-Care Technical Services End-User Agreement (EUSA). If you need to escalate a Technical Case now, you may do so using the Juniper Support Portal or by calling Customer Care. Read this KB article for more details on escalating an existing open case.
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.
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.
- 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)
- 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)
15 days (if owned by Technical Support Manager)
30 days (if owned by Technical Support Manager)
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.
