Network Router User Manual

Information You Might Need to Supply to JTAC
When requesting support from JTAC by telephone, be prepared to provide the
following information:
■ Your existing case number, if you have one
■ Details of the failure or problem
■ Type of activity being performed on the router when the problem occurred
■ Configuration data using one or more of the show commands
Return Procedure
If the problem cannot be resolved by the JTAC technician, an RMA is issued. This
number is used to track the returned material at the factory and to return repaired
or new components to the customer as needed.
NOTE: Do not return any component to Juniper Networks, Inc. unless you have first
obtained an RMA number. Juniper Networks, Inc. reserves the right to refuse
shipments that do not have an RMA. Refused shipments will be returned to the
customer via collect freight.
For more information about return and repair policies, see the customer support
Web page at http://www.juniper.net/support/guidelines.html.
For product problems or technical support issues, contact the Juniper Networks
Technical Assistance Center (JTAC) using the Case Manager link at
http://www.juniper.net/support/, or at 1-888-314-JTAC (within the United States) or
1-408-745-9500 (from 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 189.
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
194 ■ Return Procedure
M10i Internet Router Hardware Guide