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Customer Care
For the following types of non-technical issues:
  • Account Registration
    Login Assistance
  • Product Registration
  • Support Certificates
  • Entitlement to Downloading software
  • License Key management (VYSYS, SSL)
  • Warranties & Contracts
  • SMART Tool
Web: Customer Care Case lock icon
Phone: 1-800-638-8296 (toll free, US & Canada)
Select Option 2 for Customer Care

If outside US or Canada, use a JTAC country number listed from one of the regional tabs above.
Juniper Technical Assistance Center (JTAC)
For the following types of technical issues:
  • Product Technical Support
  • Equipment Repair
  • Existing Case Escalation
Web: Technical Support Case lock icon
Recommended for Priority 3 or 4 level cases
Phone: 1-888-314-5822 (toll free, US & Canada)

If outside US or Canada, use a country number listed from one of the regional tabs above.

Be prepared to provide the following:

  1. Serial number
  2. Definition of the problem in detail
  3. Priority Level and impact of the problem
  4. Indication of the activity that was being performed when the problem occurred
  5. Software version
  6. Configuration data
Email:Updating an Existing Case
Reply to the email notification from the case tracking system or send to support@juniper.net with the case number in the subject line.

Opening a New Case
No longer supported
Priority 1: Critical
Catastrophic impact to mission critical functionality.

Examples:
  • Total loss or continuous instability of mission critical functionality
  • Network or system is down causing users to experience a total loss of service
  • Inability to use a feature or functionality that is currently relied upon for mission critical functionality
Juniper Responsibilities for Priority 1 issues:
  • Resources dedicated 7x24 until resolution or workaround in place
Customer Responsibilities for Priority 1 issues:
  • Designated resources that are available 7x24
  • Ability to provide necessary diagnostic information

Priority 3: Medium
Minimal impact to business operations.

Examples:
  • Issues in the network or on the system that are not causing impact to mission critical functionality
  • Non-repeated issues that have impacted mission critical functionality but have since recovered
  • Issues seen in a test or pre-production environment that would normally cause adverse impact to a production network.
  • Time sensitive questions or information requests
  • Workaround in place for Priority 1 and Priority 2 issues
Priority 2: High
Significant impact to mission critical functionality.

Examples:
  • Issues that are impairing, but not a total loss of mission critical functionality
  • Intermittent issues that affect mission critical functionality
  • Inability to deploy a feature that is not currently relied upon for mission critical functionality
  • Loss of redundancy of critical hardware component

Priority 4: Low
No impact to business operations.

Examples:
  • Information requests
  • Standard questions on configuration or functionality of equipment
  • Non-urgent RMA requests
  • Cosmetic defects

Priority Management
When you contact Juniper Networks Technical Assistance Center (JTAC), a member of our support staff will work with you in assigning mutually agreeable priority levels to your problem that will be reflected in the support case opened on your behalf.

Juniper Networks offers priority setting of problems 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.
Management Escalation Path
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.
Owner Priority 1, Critical Priority 2, High Priority 3, Medium Priority 4, Low
Manager, Technical Support Immediate 12 hours 15 days  
Director, Customer Service 1 hour 24 hours    
Vice President, Customer Service 4 hours 96 hours    
Vice President, Engineering and Sales 4 hours      
Executive Vice President, Operations and Field Operations 24 hours      
Country Phone Number
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 116769
France 0800 917 669
Germany 0800 1833 973
Greece 00800 4413 1389
Ireland 1800 300 165
Italy 800 784 231
Luxembourg 8002 2970
Netherlands 0800 022 3531
Norway 800 18039
Portugal 800 880384
Saudi Arabia 800 8445 408
Spain 900 938 989
Sweden 0200 285471
Switzerland 0800 564 555
UK 0800 015 0294
United Arab Emirates 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
Country Phone Number
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
Country Phone Number
Australia 0011-800-2-JUNIPER
(0011-800-2586-4737) - UIFN
1-800-008-792 - ITFS
North China - China CNC 00-800-2-JUNIPER
(00-800-2586-4737) - UIFN
10 + 800 8522733 - ITFS
South China - China Telecom 00-800-2-JUNIPER
(00-800-2586-4737) - UIFN
10 + 800 1522733 - ITFS
Hong Kong 001-800-2-JUNIPER
(001-800-2586-4737)
India 000800 440 1544
Japan - KDD 122-001-010-800-2-JUNIPER
(122-001-010-800-2586-4737)
Japan - IDC 122-0061-010-800-2-JUNIPER
(122-0061-010-800-2586-4737)
Japan - Japan Telecom 122-0041-010-800-2-JUNIPER
(122-0041-010-800-2586-4737)
Japan - NPT 122-0033-010-800-2-JUNIPER
(122-0033-010-800-2586-4737)
New Zealand 00-800-2-JUNIPER
(00-800-2586-4737) - UIFN
0-800-44-3774 - ITFS
South Korea - Korea Telecom 001-800-2-JUNIPER
(001-800-2586-4737)
South Korea - DaCom 002-800-2-JUNIPER
(002-800-2586-4737)
Malaysia 00-800-2-JUNIPER
(00-800-2586-4737)
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)
Other Countries +1-408-745-9500
UIFN & ITFS explained
UIFN - 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 the CaseManager. Please include the following details:
  1. The telephone number you are dialing from.
  2. The number you dialed.
  3. The approximate date and time that you placed your call.
  4. The error message or message number that you heard.