Listed below are the policies regarding contract cancellation, renewals, and transfer, upgrading and downgrading a contract, coverage confirmation, etc.
What are your policies regarding:
Contract Cancellation
J-Care and JNASC service offerings are non-transferable, non-cancelable, non-refundable, and non-stockable.
Contract Renewals
Support contracts must be renewed prior to the support contract expiration date to avoid any penalties from Juniper Networks. If the contract expires without renewal, please refer to the Lapse in service coverage policy below. All support contracts will be renewed under the Juniper Networks Co-Terminus policy.
Contract Transfer
Support contracts may not be transferred from one customer ownership to another. Any product that is physically transferred from one physical site location to another, must follow the Juniper Networks Service Reinstatement and Product Inspection policy in order to cover any damage to the product that may take place during transition. Customer must contact Juniper Networks Customer Care to notify us of the site location change on the contract.
Co-Terminus Policy
All contracts are sold in a minimum of 12-month increments. At the time of contract renewal, the partner and/or Juniper Contracts renewal team(s) will "co-term" all contracts and products under a single new agreement with a common start-date and end-date.
Downgrading Support
A support contract may not be reduced during the term of the original contract. At renewal time, the customer may renew their support contract under any J-Care or JNASC service offering with no penalties.
Upgrading Support
Allows a customer to upgrade their support contract from one support level to another. For instance, from J-Care Core to J-Care Same-Day Onsite service. The customer is required to pay the financial delta between their current support and the new support plan. This may be done at anytime during the contract term. Please refer to the Juniper Networks official published price list for available service offerings on all products.
Lapse in service coverage
Lapse in coverage for a support contract means the customer did not renew the support prior to its expiration date. For those contracts that expired within 12 months of the original expiration date, the renewed contract will be back dated to its original expiration date. If the term of lapse is greater than 12 months a service reinstatement and/or product inspection fees may apply. Please see the Juniper Networks Service Reinstatement and Product Inspection policy for complete details.
Support coverage confirmation/validation
Any customer may validate the level of service entitlement a product has by utilizing the Juniper Networks Serial Number Entitlement (SNE). The SNE is available to end-users via the Juniper Support Portal or J-Partner’s via the Partner Center.
Additional Information
2024-08-12: Updated the SNE hyperlink2020-10-25: Removed EOS products.2017-10-20: Updated hyperlink.