RMA Procedures

Advance Replacement

In the event of a hardware failure, contact Juniper Networks, Inc. to obtain a Return Material Authorization (RMA) number. If you have purchased a Hardware Replacement Support Plan, then Juniper Networks will provide replacement part(s) to you in accordance with the Hardware Replacement Support Plan. The replacement part may be refurbished, or substituted with similar products at the option of Juniper Networks. Juniper Networks cannot guarantee new replacement units be shipped against RMAs.

All returned material must have a valid Juniper RMA number. This number is necessary to ensure proper tracking and handling of returned material at the factory. Do not return any hardware until an RMA number is issued. Juniper Networks reserves the right to refuse shipments that do not have an authorized RMA number. Refused shipments will be returned to the shipper via collect freight. The RMA Returns Policy requires customers to return the defective parts to Juniper Networks within 10 business days of receipt of the replacement unit, or Juniper will charge a surcharge fee for the non-returned item.

Return to Factory Repair

All claims filed for hardware units that fail (under warranty, not under a maintenance contract) will be repaired or replaced (with refurbished equipment) at the sole discretion of Juniper Networks. Juniper Networks global repair centers are located in Monterrey, Mexico; Suzhou, China and Oradea, Romania. Refer to the RMA return instructions for your location, listed below.

Dead on Arrival (DOA)

For hardware that is considered Dead On Arrival (DOA) within the first thirty (30) days from the shipment date of product from Juniper Networks manufacturing facilities, Juniper Networks will provide an expedited replacement of the affected field replaceable unit (FRU). A new unit will be made available for shipment from a designated Juniper Networks manufacturing facility within two (2) business days of RMA issuance. defective part must be shipped back to Juniper within 10 days after the Juniper replacement part is delivered, or you will be invoiced the full purchase price of the replacement part. You should allow for additional transit and custom clearance time if international customs clearance is required. Juniper Networks Asset Recovery organization can assist you in facilitating the return of a defective DOA unit. Do not send a DOA unit back to below addresses unless instructed by a Juniper authorized representative.

Note: You must register all supported Juniper products and Site IDs in your Install Base records using the Juniper Support Portal. If there are any additions, moves, or other changes to your Install Base, you must update your Install Base records, and keep all such information current, accurate, and complete at all times. End Users must follow Juniper Networks Product Registration and Install Base management process. Juniper Networks will not be held accountable for not meeting the hardware replacement service level agreement for products that are not registered or do not have an accurate Install Base record.

Do not return any hardware back to Juniper Networks without a valid and authorized Return Material Authorization (RMA) number.

See a complete list of our Global RMA Returns Locations.

When requesting an RMA, be prepared to provide the following information:

• Product model number for the defective hardware
• Product serial number for the defective hardware
• System serial number of the base unit
• Description of failure and troubleshooting performed to isolate cause
• Customer ship-to address
• Contact name
• Contact phone, fax, and e-mail

For details on Juniper RMA services options, service availability countries and policies, see KB15675: Juniper Networks Hardware Replacement Services Guide. (login required)

RMA Parts

Juniper Networks maintenance and support services offerings for its hardware systems do not provide for repair or replacement of certain parts installed in or sold for use with Juniper Networks systems. Download a list of Juniper Hardware Parts eligible for RMA support.