Description

This article provides instructions for creating a Technical Case with Juniper Networks relating to products which are hosted in a Cloud Marketplace. Examples of Cloud Marketplaces which currently support Juniper's products are listed below.

  • Amazon Web Services (AWS) Cloud Marketplace
  • Miscrosoft (MS) Azure
  • Google Cloud Platform

Solution

Juniper Networks offers the following purchasing models for deployment of products in a Cloud Marketplace:

  • BYOL (Bring Your Own License) Model:
    Customers purchase a software subscription product license directly from a Juniper authorized reseller, They are electronically shipped a Software Support Reference Number (SSRN) and Activation Code used for product license key activation. Technical support is included by Juniper Networks for the duration of a valid subscription product license activation key.
  • PAYG (Pay As You Go) Model:
    Customers purchase a software subscription product license directly from the Cloud Marketplace. They are provided with relevant credentials from the Cloud Marketplace such as an Account ID. Tech support is included by Juniper Networks where an active subscription has been purchased and the Virtual Machine instance is live.

Note:  For customers who choose to use the vSRX or vMX 60-Day free trial offerings. Support is available during this trial period from the Juniper Networks Community : http://www.juniper.net/us/en/community/social/ . To retrieve the trial license keys, please see the Related Links section at the bottom of the document.

 

Refer to the instructions below in order to obtain technical support. The instructions are different for the  BYOL  (Bring Your Own License) and PAYG (Pay As You Go) model.


Juniper Networks vSRX and vMX - BYOL (Bring Your Own License) 

Juniper supports BYOL customers only after a Software License (Subscription) is purchased from Juniper or an authorized reseller and generated using Juniper Agile Licensing Portal. To create a technical case with Juniper Technical Assistance Center (JTAC), complete the prerequisites and steps below:

Prerequisites for creating a Technical Case:

  1. A valid user account is required for access to the Juniper Support Portal . If you do not have a user account, you may create one by entering your provided vSRX or vMX Software Serial Number or Software Support Reference Number (SSRN) at the Juniper Networks Create User Account Tool. It may take up to 24 hours for your login account to be approved and activated.

  2. Ensure you have your vSRX or vMX Serial Number or Software Support Reference Number (SSRN) available. This may be obtained by running the command 'show system license'. If the license has not been installed, the SSRN is also provided on the fulfillment document which shipped electronically following the purchase of your product license key. 

    image.png

    If you are unable to locate your Software Serial Number or SSRN, please contact Customer Care for assistance.

Create Technical Case

You may create a Technical Case using Juniper Support Portal (and click on Case, then Create Case) or by contacting Juniper Customer Care . Both methods will require your vSRX or vMX Software Serial Number or SSRN to be provided.
image.png

 

Juniper Networks vSRX and vMX - PAYG (Pay As You Go) 

Juniper supports PAYG customers only after a valid subscription is purchased from the Cloud Marketplace and a product instance is currently active. To create a Technical Case with Juniper Technical Assistance Center (JTAC), complete the prerequisites and steps below:

Prerequisites for creating a Technical Case

  1. A valid user account is required for access to the Juniper Support Portal. If you do not have a user account, you may create one by entering your Cloud Marketplace credentials at the Juniper Networks Create User Account Tool. It may take up to 24 hours for your login account to be approved and activated.
          Note: Your Cloud User account will provide limited access to the Juniper Support Portal and online documentation.

      2. Gather the below referenced credentials which relate to your chosen Cloud Marketplace and which will be required for entitlement purposes.

Amazon Web Services Marketplace

  • AWS Product Title
  • AWS Account ID
  • AWS Instance ID
    AWS Region
Microsoft Azure Marketplace
  • MS Azure Product Title
  • MS Azure Region
  • MS Azure Subscription ID
Google Cloud Platform
  • GCP Product Title
  • GCP Region
  • GCP Instance ID
  • GCP Project number

Create Technical Case:

Once you have met the prerequisites referenced above there exist two options in order to create Technical Case for PAYG Cloud Marketplace products.

1. You may create a Technical Case using the Juniper Support Portal tool. On the Create Case screen please select Technical - PAYG Cloud check box and click 'Next'. 

2. Enter all the required information depending on the Cloud Marketplace or the Cloud Service Provider that you've selected.  

3. Click 'Authenticate With Cloud Provider' and once authenticated, hit 'Finish' to create the technical case. 



3. You may contact the Juniper Customer Care team by telephone who will be happy to create a Technical Case on your behalf. Be prepared to provide your Cloud Marketplace credentials to the customer service representative upon request.

 

Modification History

2025-12-01: Article checked for accuracy. Moved Juniper purchasing models under Solution, updated the screenshots and the instructions under Juniper Networks vSRX and vMX - PAYG (Pay As You Go). 
2024-08-12: Updated the categories from Non-technical to Portal Navigation
2024-06-12: Updated the screen captures to reflect the most recent view of Juniper Support Portal.
Updated the links and terminologies to match the same with what's in Juniper Support Portal.
2024-05-27: Added Google Cloud Platform
2019-03-19: Minor changes.  References to cases replaced with Service Request and Case Manager to MyJuniper Service Request Manager.
2017-12-11: Adjusted article title to include cloud. Added content for MS Azure. Other minor adjustments and improvements.

Related Information