Juniper J4350, Getting Started Manual

Page: 199 / 284

Contacting Customer Support and Returning Hardware
For product problems or technical support issues, open a support case using
the Case Manager link at
http://www.juniper.net/support/ , or call 1-888-314-JTAC
(within the United States) or 1-408-745-9500 (outside the United States).
When you need to return a component, follow this procedure:
1.
Determine the part number and serial number of the component. For
instructions, see “Locating Component Serial Numbers” on page 175.
2.
Obtain a Return Materials Authorization (RMA) number from the Juniper
Networks Technical Assistance Center (JTAC). You can send e-mail or telephone
as described above.
3.
Provide the following information in your e-mail message or during the
telephone call:
Part number and serial number of component
Your name, organization name, telephone number, and fax number
Description of the failure
4.
The support representative validates your request and issues an RMA number
for return of the component.
5.
Pack the router or component for shipment, as described in “Packing a Router
or Component for Shipment” on page 179.
Packing a Router or Component for Shipment
This section contains the following topics:
Tools and Parts Required on page 179
Packing the Services Router for Shipment on page 180
Packing Components for Shipment on page 181
Tools and Parts Required
To remove components from the router or the router from a rack,
you need the following tools and parts:
Blank panels to cover empty slots
Electrostatic bag or antistatic mat, for each component
Electrostatic discharge (ESD) grounding wrist strap
Packing a Router or Component for Shipment
179