This article provides guidance on Juniper Networks' Certified Engineer (CE) onsite support services, including service definitions, request procedures, and contract eligibility.

• What is CE onsite support?
• Is CE onsite included in my support contract?
• Is CE onsite available in my location?
• Which service contracts qualify for CE onsite support?
• How do I request a CE onsite?

What is CE onsite support?

Once Juniper Technical Assistance Center (JTAC) confirms hardware failure and approves a replacement, Juniper will ship the necessary part to the customer’s location in accordance with the service level included in their support contract. Certified Engineer (CE) Onsite Support is a service provided by Juniper Networks where a trained and certified technician is dispatched to a customer’s location to assist with hardware replacement with the guidance of JTAC.

Service Availability

The availability of CE onsite support depends on the customer's installed location and the country’s classification within Juniper’s service regions. These classifications determine the level of service that can be provided, such as Same-Day or Next-Day CE Onsite support.

To verify whether CE onsite support is available in your location, customers can use the Juniper Service Availability Tool.

Eligible Service Contracts

Juniper Networks offers two contract levels of CE onsite support:

1. Same-Day Onsite (SDCE): Upon final diagnosis of a part failure and replacement authorization by Juniper Networks, a trained onsite technician is dispatched to the installed site, 24 hours per day, 7 days a week, within 4 hours of issuance of RMA. 
2. Next-Day Onsite (NDCE): Upon final diagnosis of a part failure and replacement authorization by Juniper Networks, a trained onsite technician is dispatched to the installed site before the end of the next Business Day, provided that the RMA is issued by 3 p.m. local time (based on ship to address), on a Business Day. If the RMA is issued after 3 p.m., Juniper Networks will dispatch an onsite technician on the 2nd Business Day. 

Requirements for CE Onsite Support

For each RMA request involving CE onsite support, the customer must provide:

• Serial number and part number of the defective unit/part
• Site contact details (name, email, phone)
• Full shipping address for the replacement part
• Any special delivery instructions for the CE Onsite technician (e.g., ticket IDs, site access requirements, site operating hours, requested date/time, etc.)

To ensure effective onsite support, customers must provide the CE onsite technicians with a safe and functional work environment.

Juniper is not responsible for delays caused by access issues beyond its control. If the part has recently moved, inform Juniper immediately to update the service contract. See: How do I update the Install Base information for my products?

If End User physically moves any Product from the original Site to another location, End User must notify Juniper Networks immediately to update their support contract. Prior to Juniper Networks’ receipt of such notification, Juniper Networks shall not be liable for any lapses in service coverage or hardware delivery delays and/or onsite technician delays with respect to such Product.

Register product serial numbers and update the install base data if there is any add, change or move to End User’s install base following Juniper Networks Product Registration and Install Base Management process. Juniper Networks will not be held accountable for not meeting the hardware replacement and onsite technician support service level agreement for products that are not registered or do not have an accurate install base record.

End User should also comply to all the End User Responsibilities as described in Juniper Care Services Description Document. 

Scope of Work

• CE onsite replaces the defective part.
• Restores basic connectivity under JTAC guidance.
• Assist with testing and verification of the replacement unit
• Work under the guidance of Juniper’s remote Technical Assistance Center (JTAC)

CE Onsite is released from the customer’s site with JTAC’s approval.

Note: If the RMA is issued by 3 p.m. local time, on a Business Day, the End User asks for the onsite technician on a specific time (i.e. 5 a.m. maintenance window support), Juniper cannot guarantee to deliver the support of onsite technician during that time as it does not fall under the service level commitment. Juniper will provide the best effort support.

How to Request CE Onsite Support?

1. Open a technical case via the Juniper Support Portal.
2. JTAC will assess the issue remotely and, upon confirming a hardware failure, will authorize a replacement. 
3. Once the RMA is issued, Juniper will begin coordinating the shipment of the replacement part and the dispatch of a CE onsite technician, based on the customer’s service level agreement.
4. Customers will receive an initial email confirming that a CE onsite technician has been requested and providing the estimated time of arrival (ETA) for the replacement part.
5. A follow-up email will include the CE onsite technician’s name, contact details, and an updated ETA. This communication ensures that customers are informed throughout the process and can prepare for the technician’s arrival.

For comprehensive details on Juniper Networks onsite technician support services and End User responsibilities, please visit the Juniper Networks Hardware Replacement Services Guide

2025-08-29: Initial publication

• Juniper Networks Services and Support Juniper Care Services Datasheet | HPE Juniper Networking US