Listed below are the Service & Support policy information for Product Spares, Same-site service, Demo and NFR (Not-For-Resell) products, DOA, Used products, etc.
What is the policy for the following support and services:
Customer Spares Onsite Policy
Spares are like or equivalent products, purchased by customers, at a discount, for the purpose of rapid replacement of failed equipment. A support contract is not required to be purchased on the spare units. However, the spare units must follow the Product Registration policy for warranty entitlement service assistance. The spares ratio is limited to 10% of the total install base.
Same Site service coverage
Requires any customer to have the same level of support coverage for all like products at a specific site location. For instance, all the EX4300 may be covered under Juniper Care Core Plus and all the EX6200 may be covered under Juniper Care Next-Day at the same site location.
Partner Demo Product Support Policy
Demo product/NFR is purchased by our partners (resellers or distributors) for use in their product labs. A Juniper Care support contract is required on demo product from Juniper Networks for post-sales technical assistance. Juniper Care Core or CorePlus may be purchased at the same discount level as the demo product. Please refer to the official Juniper Networks Demo Product program for complete details.
Partner NFR Lab Product
Partner NFR Lab product is defined by Juniper Networks as product that is purchased by Partner for use in their 'lab' for in-house customer demonstrations. A Juniper Care support contract is required on demo product from Juniper Networks for post-sales technical assistance. Juniper Care Core or CorePlus may be purchased at the same discount level as the demo product. Please refer to the official Juniper Networks Demo Product program for complete details .
Dead-On-Arrival (DOA) Policy
For up to thirty (30) days from the Shipment Date of product from Juniper Networks manufacturing facilities, Juniper Networks will provide expedited replacement of affected field replaceable units of Hardware that fail to operate within twenty-four (24) hours of initial installation. The customer must return any DOA product from the channel in which they purchased the product. Please refer to the Juniper Networks Product Warranty Policy for complete details.
Product Feature Upgrade(s)
At any time a customer may purchase a product license key and upgrade the features on an existing product. There are no incremental support fees at the time of product feature upgrade. Upon expiration of the support contract, the product will be renewed at the rate associated with the current product type and features. For those products that are covered under a Next-Day Onsite, Same-Day or Same-Day Onsite support contract, please notify Juniper Networks of the product feature upgrade by contact the Juniper Customer Care department. This will allow us to update your contract and stock the depots accordingly.
Used Product (Grey Market)
Products that are purchased outside of the Juniper Networks channel will be required to follow the Service Reinstatement and Product Inspection Policy terms and conditions. Time and Materials service is not available for uncovered product that is purchased used in the market.
Product Upgrade Support Policy
For customers that participate in any Juniper Networks sponsored product trade-in or trade-up program, Juniper Networks will require an adjustment to the support contact. Juniper Networks will quote the difference in the price and update the existing contract via Juniper Customer Care department.
Equipment Relocation
All customers are required to notify Juniper Networks when their product physically changes site locations or when additional parts are added to the product. In the event that notification is not received by Juniper to update their contract, Juniper Networks will not guarantee any parts delivery based on their contract. Commercially reasonable efforts will be used. Where equipment is relocated to other countries, Juniper reserves the right to charge a relocation fee on a per chassis basis. The fee will be calculated based on the difference between service charges for the two countries as shown in the services price list.
Repair Analysis (RA)
Juniper Networks will perform “Repair Analysis” (RA) on suspect defective hardware products, upon request by the customer and the same validated by the appropriate levels of Juniper Networks support personnel and management in accordance with Juniper Networks internal policies. The Repair Analysis (RA) will be performed by a Juniper Networks authorized technician. In order to properly diagnose and analyze the hardware failure, "ALL" hardware components related to the Repair Analysis (RA) request must be returned to Juniper Networks fully intact. The removal of any component(s) from the product will prevent Juniper Networks from being able to perform a valid Repair Analysis (RA), and void the “Repair Analysis” (RA) request.
Additional Information
2021-11-05: added public visibility 2020-10-25: Removed EOS products.