Juniper LN1000-V, Руководство по оборудованию

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CHAPTER 7
Contacting Customer Support and
Returning Hardware
• Information You Might Need to Supply to JTAC on page 19
• Packing Instructions for Returning an LN1000-V Router on page 19
Information You Might Need to Supply to JTAC
When requesting technical support from the JTAC by phone, be prepared to provide the
following information:
• Priority level
•
Indication of what activity was being performed on the router when the problem
occurred
• Problem detail and configuration data, obtained by these commands:
• show version
• show chassis hardware
• show chassis environment
• show configuration
When a new request for technical support is submitted, the JTAC engineer:
•
Opens a case and assigns a number
• Begins troubleshooting, diagnostics, and problem replication (if appropriate)
• Provides you with periodic updates on problem status and escalates the problem as
appropriate according to escalation management guidelines
•
Closes the case when you agree that the problem has been resolved
Packing Instructions for Returning an LN1000-V Router
If possible, use the original shipping containers and packing materials in which the
LN1000-V hardware was originally shipped. If these materials are unavailable, use
19 Copyright © 2010, Juniper Networks, Inc.