Description

Is it possible to order support for a product that has been announced End Of Life (EOL)? 
This article provides an answer.

Symptoms

  • How to order support for a product that has been announced End Of Life (EOL)?
  • The End Of Life page states:  Support will only be provided for products where customers convert the new product warranty coverage to a support services contract prior to expiration of the standard warranty, one (1) year after the last order date. How to Determine the Last Order Date:?
  • Does this include devices that are outside of their original one (1) year warranty or are more than 60 days outside of their last contract?
  • What if there has never been any support or the device is outside of the 1 year hardware warranty?

Solution

When a Juniper Product model reaches its End of Life (EOL), Juniper Networks communicates important milestones on a Product-by-Product basis via an End-of-Life Notification (each, an “EOLN”), which is a specific type of Technical Support Bulletin (“TSB”). EOLN’s are posted on Juniper’s website. 

Support will only be provided for products where customers convert the new product warranty coverage to a support services contract prior to expiration of the standard warranty, one (1) year after the last order date. Last Order Date: LOD is the last date on which purchase orders may be placed for the affected product(s) and for new support services contracts for those products. This is approximately 180 days after date of End of Life Notification. 

The Services are subject to the product End of Life Notification and Juniper End of Life policy located at https://support.juniper.net/support/eol/ and follow the below guidelines.

New Support Services Contracts:  After LOD, no further new contracts for support services for the affected product(s) will be sold.
  • Exception: Where a product warranty lapses after the LOD, then new support contracts for that product may still be purchased prior to the warranty lapse date.
Support Contract renewals: Customers may purchase support contract renewals after the LOD, but only if the renewal period commences on the date the existing support contract period expires. In other words, post-LOD, no renewal is available after a lapse of support service coverage.

Support Contract upgrades: Customers may NOT upgrade support contract levels after LOD, regardless of whether the upgrade is sought in mid contract term or on renewal of the contract. For example, after LOD, a Core contract may not be upgraded to Core Plus, Next Day or Same Day.

Reinstatements: No reinstatement of support services contracts will be allowed after LOD date.

For complete End of Life (EOL) and End of Support (EOS) information, refer to: End Of Life Products & Milestones

Modification History

2024-06-25: Article reviewed for accuracy and the content was updated based on the latest EOL policy

 

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