Description

This article provides Frequently Asked Questions (FAQ) and answers that an end user with a Partner (PAR) support contract encounters.

Symptoms

 I cannot open a technical case even though my device has an active support contract.
PAR-ND  PAR-AR5
PAR-SD PAR-SUP
PAR-RTF  PAR-NDS
I am getting this error,whenever I am opening a technical case. Our records show that the Serial Number or Software Support Reference Number (SSRN) you entered is supported by your Juniper Support Specialist Partner and not by Juniper Technical Support. Please contact your Juniper Support Specialist Partner directly for assistance.

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Solution

Are you an end user with a Partner (PAR) support contract? Below are common questions and answers:

  • What would I do if I  cannot log in to the Juniper Support site?
    If you don't have a login, contact your Partner Specialist. Your Partner Specialist will set up your user ID.
    Then you can log in to the Juniper Support site to download software, access the Knowledge Center, and open non-technical case.

     
  • What is a Partner Specialist?
     
    Partner Specialist can be a Juniper Elite/Select partners with the Support Services specialization possess local knowledge and resources along with the technical expertise and dedication to drive excellence for all customer networking, AI and data solutions.
    Juniper Support Services Partners deliver their own unique brand of technical support and services to the customer, enhanced by leveraging Juniper’s support infrastructure, the Juniper Networks Technical Assistance Center (JTAC), and special Juniper service and support offerings available only to Juniper Support Services Partners
    .
  • I would like to register my new device, how would I do this?
     
    Juniper Networks auto-registers newly purchased products based on the point of sale end customer information. Maintenance and accuracy of install base location or system configuration remains the sole responsibility of the partner or customer.

    Juniper Networks will not be held accountable for not meeting the hardware replacement service level agreement for products that do not have an accurate install base record. For more information see  KB9917 - Install Base Management [juniper.net] .
  • I need to download a software, how can I download software from your website?
    Log in to the Juniper Support site and select 'Download Software,' or go directly here: Download Software . If you get an access error when trying to download software, contact your Partner to have your user ID granted access.
     
  • I would like to open a technical support case. I tried to open technical case in the Juniper Support Portal but I am getting an error message?
    Contact your Partner for technical support. If the problem needs to be escalated, then the Partner will contact Juniper Networks on your behalf. You can only open non-technical cases with Juniper Networks.

    In the Partner support model your Juniper  Partner Specialist is acting on your behalf and is the first point of call for all questions or assistance relating to your Juniper Networks products. Your Juniper Partner will create a login account for you, provide access to software downloads, and also provide 1st and 2nd level technical support.
     
    You may also check this KB for more details abour PAR Contract 

    What is the difference between Juniper CARE (SVC) and Partner Support Services (PAR)

  • How can I open an RMA,because I need a replacement for my device?
    Contact your  Partner Specialist , and they will contact Juniper Networks on your behalf.
  • My issue is non technical in nature, I would like to reset my password,how would I do it?
    You may utilize our support chat or open a non technical case in the Juniper Support Portal Page. https://support.juniper.net/support/requesting-support/

 

Modification History

2024-08-14: Updated the category to 'Partner & Distributor'.
2024-06-26: Revamp the KB.
Added Symptoms and screenshots of the error that an End User may be getting if they tried to open a technical case via Juniper Community Portal.
Updated the word Partner to Partner Specialist
Updated the Questions in first person (customer)
Added an FAQ what is a Partner Specialist.
Added a Link to a KB "What is the difference between SVC and PAR Contract
Updated the Word Service Request to Case.
Updated the route on how to open an Admin Case. 
Updated the link to the Juniper Support site. 
2020-05-27: Minor edit.
2019-10-24: Minor edits.
2019-08-06: Content reviewed for accuracy; links updated.

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