Juniper CTP1000 Series, Hardware Manual

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Return Procedure on page 67
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Information You Might Need to Supply to JTAC on page 74
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Returning CTP Products for Repair or Replacement on page 67
Information You Might Need to Supply to JTAC
When requesting technical support from JTAC by phone, be prepared to provide the
following information:
• Priority level
•
Indication of what activity was being performed on the device when the problem
occurred
• Problem detail and configuration data
When a new request for technical support is submitted, the JTAC engineer:
1.
Opens a case and assigns a number.
2.
Begins troubleshooting, diagnostics, and problem replication (if appropriate).
3.
Provides you with periodic updates on problem status and escalates the problem as
appropriate according to escalation management guidelines.
4.
Closes the case when you agree that the problem has been resolved.
Related
Documentation
•
Contacting Customer Support on page 73
•
Return Procedure on page 67
•
Locating CTP Component Serial Numbers on page 73
•
Returning CTP Products for Repair or Replacement on page 67
Copyright © 2015, Juniper Networks, Inc. 74
CTP1000 Series Hardware Guide