■ JTAC Hours of Operation —The JTAC centers have resources available 24 hours
a day, 7 days a week, 365 days a year.
Self-Help Online Tools and Resources
For quick and easy problem resolution, Juniper Networks has designed an online
self-service portal called the Customer Support Center (CSC) that provides you with
the following features:
■
Find CSC offerings: http://www.juniper.net/customers/support/
■
Search for known bugs: http://www2.juniper.net/kb/
■
Find product documentation: http://www.juniper.net/techpubs/
■ Find solutions and answer questions using our Knowledge Base:
http://kb.juniper.net/
■ Download the latest versions of software and review release notes:
http://www.juniper.net/customers/csc/software/
■ Search technical bulletins for relevant hardware and software notifications:
https://www.juniper.net/alerts/
■ Join and participate in the Juniper Networks Community Forum:
http://www.juniper.net/company/communities/
■
Open a case online in the CSC Case Management tool: http://www.juniper.net/cm/
To verify service entitlement by product serial number, use our Serial Number
Entitlement (SNE) Tool located at https://tools.juniper.net/SerialNumberEntitlementSearch/.
Opening a Case with JTAC
You can open a case with JTAC on the Web or by telephone.
■
Use the Case Management tool in the CSC at http://www.juniper.net/cm/ .
■ Call 1-888-314-JTAC (1-888-314-5822 toll-free in the USA, Canada, and Mexico).
For international or direct-dial options in countries without toll-free numbers, visit
us at http://www.juniper.net/support/requesting-support.html.
If you are reporting a hardware or software problem, issue the following command
from the CLI before contacting support:
user@host> request support information | save filename
To provide a core file to Juniper Networks for analysis, compress the file with the
gzip utility, rename the file to include your company name, and copy it to
ftp.juniper.net:pub/incoming. Then send the filename, along with software version
information (the output of the show version command) and the configuration, to
support@juniper.net. For documentation issues, fill out the bug report form located at
https://www.juniper.net/cgi-bin/docbugreport/.
204 ■ Requesting Technical Support
JUNOS 10.1 Software Release Notes
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