I have an urgent P1, non-technical,  issue that I need taken care of right away.  How should I go about getting this resolved?

Example of a Non-Technical issue:

• Not able to download the latest firmware / software and a support agreement was purchased six months ago.

If you have an urgent Priority 1 (P1) non-technical issue you may create and manage your Case through the  Juniper Support Portal or contact Customer Care at 1-888-314-5822 (toll-free, US & Canada. If outside the US or Canada, use a country number listed from one of the regional tabs on Contact Support.

Please visit the Customer Care User Guide for additional details.

Non-technical case Response Time

* P1 Critical -Immediate response is required. It is highly recommended that you call Customer Care in this situation. (Example: Critical license issues) Customer Care to respond within 2 hours.
* P2 High - After business operations. 24 hours response time. (Example: Software download request, License Issues)
* P3 Medium - Limited impact to business operations. Response time within 2 business days. (e.g.: Support activated against wrong SN and needs to be moved, Need activation code/License)

* P4 Low - No effect on business operations. Response time within 3 business days. (e.g.: User Registration Issue)

2019-08-21: Content reviewed for accuracy; links updated.
2024-5-23: Content reviewed for accuracy; Links updated.