Contacting Customer Support to Obtain Return Materials Authorization for the Junos
Pulse Gateway
When requesting support from JTAC by telephone, be prepared to provide the following
information:
•
Your existing case number, if you have one
•
Details of the failure or problem
•
Type of activity being performed on the Services Gateway when the problem occurred
•
Configuration data displayed by one or more show commands
•
Your name, organization name, telephone number, fax number, and shipping address
Contacting Customer Support
After you have located the serial numbers of the device or component, you can return
the device or component for repair or replacement. For this, you need to contact Juniper
Networks Technical Assistance Center (JTAC).
You can contact JTAC 24 hours a day, 7 days a week, using any of the following methods:
•
On the Web: Using the Case Manager link at http://www.juniper.net/support/
•
By telephone:
•
From the US and Canada: 1-888-314-JTAC
•
From all other locations: 1-408-745-9500
NOTE: If you are contacting JTAC by telephone, enter your 11-digit case
number followed by the pound (#) key if this is an existing case, or press the
star (*) key to be routed to the next available support engineer.
Packing the Junos Pulse Gateway or a Component for Shipment
To remove components from the Junos Pulse Gateway or to remove the Junos Pulse
Gateway from a rack, you need the following tools and parts:
•
Flat-blade (–) screwdriver
•
7/16-in. (11-mm) nut driver
•
Blank panels to cover empty slots
•
Electrostatic bag or antistatic mat, for each component
•
Electrostatic discharge (ESD) grounding wrist strap
•
Mechanical lift, if available
•
Phillips (+) screwdrivers, numbers 1 and 2
107Copyright © 2014, Juniper Networks, Inc.
Chapter 15: Returning the Junos Pulse Gateway or Components
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