Description

To open a technical support Case online using the Juniper Support Portal, you must have a valid support contract. Juniper Networks offers several options for non-contracted customers. This article gives an overview of these options.

 

Symptoms

Symptoms & Errors:

  • I cannot open a technical support case.

  • Error: Please enter a valid serial number. A valid serial number is required to open a technical case. You can open an admin case by selecting Case Type: Admin Case. Admin cases do not require a serial number to be entered.

  • I do not have an active support contract.
  • The contract is showing expired when I check the serial number in the Serial Number Entitlement Tool. 
  • I recently renewed our support contract, but it is still showing expired. I want to open a technical case.

Note:

To check if the product has an active support contract, please go to the Juniper Networks Support site Serial Number Entitlement Tool .

 

Solution

Customers who do not have a valid contract for their product have 5 options:

  • Option 1: If you do not have a reseller, contact Juniper Networks Inside Sales or submit the " How to Buy " form. The Inside Sales team will help identify a local reseller who can help you obtain a service contract, or you can choose a local reseller via the Partner Locator

  • Option 2: End Customers, contact your reseller to begin the contract renewal process.

  • Option 3: Work with the Juniper Renewals Desk.

  • Option 4: Search the Knowledge Base for articles related to your technical issue.

  • Option 5: Use the Juniper Elevate Community to search for existing conversations regarding your issue or post a new question.

 

Modification History

2024-02-21: Updated the Internal Comments.

2024-08-12: Updated the SNE hyperlink
2024-08-02: Added in the symptoms 

  • The contract is showing expired when I check the serial number in the Serial Number entitlement tool. 
  • I recently renewed our support contract but it is still showing expired.I want to open a technical case.

2024-06-04: Updated contact details when contacting Inside Sales/Renewals and Renamed the Title.
2020-11-24: Updated link to Juniper community
2020-10-25: Removed EOS products
2020-10-05: Article updated to reflect currently used terminology
2018-12-04: Article checked for accuracy and links and contact details updated to reflect current and up-to-date information