J-Care Support Offerings
Juniper Networks is an expert in achieving network availability levels. We help you meet the most aggressive network demands with operational support designed to ensure maximum uptime and optimize the utility of your network assets. You choose the service elements best suited to your network and your in-house capabilities, and we do the rest.
J-Care delivers the peace of mind that only a comprehensive support solution offers. With our support portfolio, you benefit from the economy and simplicity of a single service solution to maintain your network’s day-to-day operation. Key services include the delivery of follow-the-sun technical assistance, online tools, software support, and options for parts delivery and onsite support. Both ways, you receive the support you need and the value you deserve.
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Features
Unlimited technical support whenever you need it. Allows your operations team to focus on more strategic activities and maximize the return on network investment.
Access to all Juniper Networks software releases. Enables you to keep pace with technological advances without additional capital expenses.
Flexible hardware and onsite support options. Allows you to select the right level of support to complement your resources and meet your budget requirements.
Priority access to highly-skilled networking. Provides fast access to proven experts and best industry engineers practices.
Award Winning Online Support 24x7x365 worldwide and multi-lingual online support whenever and wherever you choose to log in.
JTAC Access - With JTAC support, you have unlimited access to JTAC engineers by phone and online 24x7x365. As a single point of contact for all your support needs, our TAC engineers have extensive experience in supporting large-scale networks and they will help you diagnose system problems, provide solutions and workarounds where necessary. To ensure that we respond as quickly as possible, automatic escalation alerts to senior management are triggered on all priority issues.
Software Releases - Juniper Networks will provide each contract customer with access to all new Software Releases you have licensed when they are madeavailable for general public release.
Online Tools - The Customer Support Center (CSC) is a critical part of Juniper Networks customer service and support strategy, providing a worldwide 24x7x365 support mechanism to enable you to quickly and efficiently support your investment in Juniper Networks hardware and software, wherever and whenever you choose to log in. Juniper Networks offers you a choice among support mechanisms according to your preference, the issue and its priority/severity, with the ultimate goal being to reach you wherever you are and where you prefer to be served. This enables you to get the information, answers and access to the tools that you need via their preferred support mechanism.
Return-to-Factory - Within 10 business days hardware repair or replacement. You return the product to Juniper and Juniper has the option to repair or replace the defective part. The 10 business day period begins upon receipt of the defective unit by Juniper at a Juniper repair facility.
Next-Day - Next business day is defined as 12 hours a day, 5 days a week delivery of advance Hardware replacements. “Next-day delivery” means that Juniper Networks will deliver advance replacements for defective Hardware on the next business day for replacement requests placed by 3:00 p.m. (local JTAC time), Monday through Friday, except Juniper Networks’ holidays. For countries where Juniper Networks does not have an in-country depot and next business day delivery is unavailable, Juniper will ship the replacement part within 24 hours of the RMA origination. Actual delivery will be subject to local customs and importation, restrictions and transportation delays.
Same-Day - Same-day delivery of advance Hardware replacements, 7 days per week, including holidays. “Same-day delivery” means that Juniper Networks will deliver advance replacements for defective Hardware, 24 hours a day, 7 days a week, within 4 hours of final diagnosis of a part failure by Juniper, to Sites located within 50 miles of an authorized Juniper Networks parts depot.
Onsite - A Juniper Networks trained service technician will arrive onsite upon final diagnosis of a part failure by Juniper Networks. The service technician will arrive with a replacement product, coordinate with JTAC and the customer for final resolution of the problem, and return the defective product to Juniper Networks on behalf of the customer. Juniper Networks Onsite support offerings do not provide assistance for software troubleshooting or configuration support.
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