Juniper Networks Global Support provides a number of ways to get assistance 365 days a year, including chat, web, and telephone options.

Opening and Escalating Cases

Chat

Use the Chat icon at the bottom right of the page to request support 24 hours a day, 7 days a week.

Using Firefox and don't see the Chat icon? Read Juniper 'chat' pop-up not displayed when using Firefox browser for additional help

Web

Mobile

Get the latest updates, troubleshoot, and manage your Juniper Support cases and RMAs on the go with the Juniper Support Portal Mobile app.

The Juniper Support Portal Mobile application is available now for iOS and is coming soon for Android. Juniper customers will need an active Support contract and account to use the JSP Mobile app.  For more information, see the Juniper Support Portal Mobile Application Release Notes [juniper.net].

iOS users can download the JSP Mobile app from the Apple App Store, or scan the below QR code with your mobile device to install now:


To submit feedback, questions, or other comments about the JSP Mobile app, contact [email protected].  This email alias does not provide technical support for Juniper support contracts.

Phone

Call Juniper Support anytime at 1-888-314-5822 (toll free, US & Canada). If outside the US or Canada, find the number for your region or country:

• Asia Pacific
• Europe, Middle East, and Africa
• Latin America

UIFN & ITFS Dialing Explained

For Federal Government Support, call 1-833-900-1454.

Email

We do not support opening new cases via email. Use one of the above options to contact Global Support.

Case Types

Admin Case (Customer Care)

Create an Admin Case for the following types of non-technical issues:

• Account Registration
• Login Assistance
• Product Registration
• Entitlement to Download Software
• License Key management
• Warranties & Contracts

Technical Case (JTAC)

Create a Technical Case for the following types of technical issues:

• Product Technical Support
• Equipment Repair
• Existing Case Escalation
• Schedule remote install window for Service Now configuration

Opening a Case

When opening a Case, be prepared to provide the following:

• Serial number
• Definition of the problem in detail
• Priority Level and impact of the problem
• Indication of the activity that was being performed when the problem occurred
• Software version
• Configuration data

Priority Levels & Escalations

For complete details on our priority levels and escalation guidelines, refer to the JTAC User Guide or your respective J-Care Technical Services End-User Agreement (EUSA). J-Care Technical Services End-User Agreement (EUSA). If you need to escalate a Technical Case now, you may do so using the Juniper Support Portal or by calling Customer Care. Read How to Escalate an Existing/Open Case for more details on escalating an existing open case.

Escalation Guidelines

Juniper Networks offers systematic escalation management to customers with current service agreements. This ensures that the appropriate resources within Juniper Networks are utilized to resolve outstanding technical problems as efficiently as possible.

Response Times

Our systematic escalation process is intended to notify and brief various levels of management throughout the life cycle of the technical issue. Escalation timeframes are measured on a 24x7x365 basis.

Priority 1 Cases (Critical)

• 1 hour (if owned by Technical Support Manager)
• 2 hours (if owned by Customer Service Director)
• 4 hours (if owned by Vice President of Customer Service or Vice President of Engineering and Sales)

Priority 2 Cases (High)

• 12 hours (if owned by Technical Support Manager)
• 24 hours (if owned by Customer Service Director)
• 96 hours (if owned by Vice President of Customer Service)

Priority 3 Cases (Medium)

• 15 days (if owned by Technical Support Manager)

Priority 4 Cases (Low)

• 30 days (if owned by Technical Support Manager)

Asia Pacific Regional Contact Numbers

Europe, Middle East & Africa Regional Contact Numbers

Latin America Regional Contact Numbers

UIFN & ITFS Explained

UIFN: Universal International Freephone Number (An International Toll Free number that is dialed using International Access Codes).

ITFS: International Toll Free Service (An International Toll Free number that is dialed using Local Access Codes)

1. Make sure that you are dialing the number exactly as listed. Do not add any digits to the number except for digits necessary to access an outside line (if you are dialing from your PBX).

2. All UIFN numbers must be dialed as international calls. The IAC (International Access Code) is the number dialed from each country to place an international call. Even though the number is dialed as a long distance call, the toll charges will be reversed and you will not be billed for the call. (NOTE: Be sure to dial the number exactly as listed, dialing using an IDD number or calling card may result in charges from your carrier. Juniper Networks will not be liable for toll charges resulting from misdialed numbers.)

3. In the US & Canada the IAC is 011, in most Asian countries it is 001, and for most European countries the IAC is 00. Japan, South Korea and a few other countries have more than one IAC. Check the numbers listed above for the correct IAC for your country.

4. If you are behind an office PBX system, contact your PBX administrator and verify that they are not blocking international dialing to UIFN or ITFS numbers.

5. If you are unable to dial the number as it is listed on this web page, contact your long distance carrier and verify that they have not blocked international dialing on your telephone line.

6. If you are unable to dial the UIFN number, check to see if an ITFS (local access toll free) number is available for your country. If no ITFS number is available, you will need to dial the US toll number at +1-408-745-9500. (Note that this is a toll call, you will be charged long distance fees by your long distance carrier for dialing this number). If you receive an error message when attempting to dial, report the error by opening a Customer Care case via the Juniper Support Portal. Include the following details:

• The telephone number you are dialing from;
• The number you dialed;
• The approximate date and time that you placed your call;
• The error message or message number that you heard.

Mobile Phone Users

If you are unable to call Juniper Global Support, contact your mobile service provider. Service providers will occasionally block their mobile users from dialing toll free numbers. If you are unable to dial Juniper from your mobile, call from a land line phone.

2024-07-24: Updated the Asia Pacific Regional Contact Numbers

2023-06-13: Initial publication

• JTAC User Guide
• JTAC Fact Sheet
• Customer Care User Guide
• Juniper Networks End User Service Agreement (EUSA)
• Inspections & Reinstatements
• RMA Procedures
• Global RMA Locations
• Support Guidelines and Policies
• Product Warranty Policy
• Juniper Worldwide Offices
• How to Buy
• Report a Security Vulnerability
• Juniper Networks' Subprocessor List