Juniper Networks Support Availability Tool

February 2010
Overview
The Juniper Networks Support Availability Tool is designed for our J-Partners and Juniper Networks sales teams to
immediately validate coverage availability for our high-end support contracts. This tool will provide you with confirmation
of depot availability for the following type of services:

J-Care Same-Day Onsite

J-Care Same-Day

J-Care Next-Day Onsite

J-Care Next-Day

J-Partner Technical Services Same-Day Onsite

J-Partner Technical Services Same-Day

J-Partner Technical Services Next-Day Onsite

J-Partner Technical Services Next-Day

Support Availability Tool - Key Features and Benefits

Feature

Benefit

Immediate response on coverage availability from

Juniper Networks.

Empowers you to confidently ensure Support Availability to

the end-user.

Provides a Support Availability Verification Number for

purchase order processing.

Ensures depot coverage availability and streamlined

purchase order process for quick contract notification.

Allows Juniper Networks to plan in advance of logistics .Provides better forecasting for spare parts.
needs.

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Getting a Support Availability Verification Number

Juniper Networks requires you to validate service coverage availability prior to quoting these services to an end-user or
processing a purchase order.
Follow these steps to access this tool:
1. Log into the Partner Center.
2. Select the Support Availability Tool link. https://tools.juniper.net/ServiceAvailability.htm
a. Please use your Juniper credentials or Partner Center log in details.
3. Provide as much of the requested information as possible and the following items are mandatory.
a. City
b. Country
c.

Zip / Postal Code

4. The Support Availability Tool will provide you with a Support Availability Verification Number for service coverage
availability.
5. Provide the Support Availability Verification Number as part of your Purchase Order to the Distributor.
Note: Submission of the Support Availability Verification Number does not relieve responsibility of providing all information
to process your order as outlined in Juniper Networks Purchase Order Requirements.

Validating a Support Availability Verification Number

Juniper Distributors, J-Partners, and Juniper Networks Order Management can validate a Support Availability Verification
Number to ensure coverage availability prior to processing a purchase order.
1. Log into the Partner Center.
2. Select the Support Availability Tool link.
3. Select the Search by Verification Number button on the left hand navigation.
4. Provide as much of the requested information as possible and the following items are mandatory. Data must
be in English spelling for the best accuracy of results.
a. City
b. Country
c.

State

d.

Zip / Postal Code (if applicable )

5. The Support Availability Tool will provide search results with the Support Verification Number.

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J-Partner and Authorized Distribution Purchase Order Process Requirements

1. The Support Availability Tool will provide you with an immediate response on our logistics depot and Customer
Engineer availability, and supply you with a Support Verification Number.
2. The Pre-Approval HTML request form is no longer required.
a. The 2-3 business day waiting period is no longer required.
b. The list price for our J-Care Next-Day Onsite, Same-Day, and Same-Day Onsite support offerings will
now be published on the Juniper Networks price list.
3. The Support Availability Verification Number will be required on your purchase order to Juniper Networks for the
following support levels:
a. J-Care or J-Partner Technical Services Next-Day for all countries EXCEPT the European Union and
continental United States.
b. J-Care or J-Partner Technical Services Next-Day Onsite, Same-Day, or Same-Day Onsite for all
countries.

Support Availability Tool Frequently Asked Questions (FAQ)

1.

Do I still need to use the Pre-Approval process HTML request form?

The Support Availability Tool replaces the current Pre-Approval process form. The Support Availability Tool will provide
you with an immediate response on our logistics depot availability. Effective March 2007, the list price for support on the
Next-Day Onsite, Same-Day, and Same-Day Onsite will be available.
2.

After I get a Support Availability Verification Number from the Support Availability Tool, what do I do?

When you place your order for the support, include the Support Availability Verification Number with your purchase order.
This will be verified by a Juniper Networks Authorized Distributor or by Juniper Networks Order Management.
3.

Do I need a Support Availability Verification Number for all support?

A Support Availability Verification Number is only required for the support checked with the Support Availability Tool. This
includes Next-Day J-Care or J-PARTNER TECHNICAL SERVICES Next-Day for all countries EXCEPT the European
Union and continental United States, Next-Day Onsite, Same-Day and Same-Day Onsite. Submission of the Support
Availability Verification Number does not relieve responsibility of providing all the information required to process your
order as outlined in Juniper Networks Purchase Order requirements.
4.

Is there a time limit on the Support Availability Verification Number(s)?

All services that are validated are good for a period of 60 business days from the Issue Date. A new Support Availability
Verification Number will be required after the 60 business days.
5.

Why am I being asked to do a Support Availability check prior to placing an order?

Juniper Networks is focused on delivering the best possible service to its customers. To effectively enable the delivery of
parts and labor for its services a Support Availability check is required to validate capabilities.
6.

Should I expect immediate availability of support upon issuance of a purchase order?

Although Juniper Networks goal is to activate service upon execution of a purchase order, logistic deployment and training
requirements for a Customer Engineer may cause delays. To allow for this delay Juniper Networks will make all

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commercial reasonable efforts on delivery of service for the first 30 business days while preparing for service activation.
This only affects Onsite services that require a Customer Engineer.
7.
If I am a Juniper Networks Authorized Distributor and need to place an order with Juniper Networks do I
need to provide the Support Availability Verification Number on the purchase order?
If you are a Juniper Networks Authorized Distributor, and are placing a purchase order with Juniper Networks, you must
supply the Support Availability Verification Number. If a J-Partner places a purchase order with a Juniper Networks
Authorized Distributor, they must provide the Support Availability Verification Number to the Distributor to validate the
service check was made.
8.

What if the availability comes back with no service available?

Juniper provides a number of services that can be provided. Other options may require a contacting your local sales
representative.
9.

If I have another individual request, how do I get to the address home page (Step 1)?

Select the blue "HOME" button to get to the Step 1 screen to insert another address for inquiry verification.
10.

Do we need Support Availability Verification numbers for Renewal Contracts?

No it is not required to supply a Support Availability Verification number for Renewal Contracts.
11.
If Im a Distributor and receive an order from a Reseller how do I validate the Support Availability
Verification number?
You will log into the Support Availability Tool Web Interface and click on the Blue Button Search by Verification Number
on the left. There are 3 options in doing your search, by Verification Number, Date Range From and To Date and Last 30
or 60 days.
12.

Do you have a sample of an excel upload template file?

The following image shows a Sample Serial Number Upload:

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The following image shows a Sample Product Upload:

Questions or Comments?
If you have questions or comments, please contact the Juniper Networks Customer Care team at +1-800-638-8296 (US
and Canada) Select Option 2 for Customer Care, +1-408-745-9500 (outside the United States) Select Option 2 for
Customer Care, or Open a Customer Care Case via the CSC Case Manager.

Additional Resources

Support Availability Tool http://tools.juniper.net/ServiceAvailability.htm

Juniper Purchase Order Requirements

https://www.juniper.net/partners/partner_center/common/customer_service/downloads/pdf/990102.pdf

Juniper Networks, Inc.

Support Availability Tool Fact Sheet January 2010

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Corporate and Sales Headquarters

Juniper Networks, Inc.
1194 North Mathilda Avenue
Sunnyvale, CA 94089 USA
Phone: 888.JUNIPER (888.586.4737)
or 408.745.2000
Fax: 408.745.2100

APAC Headquarters
Juniper Networks (Hong Kong)
26/F, Cityplaza One
1111 Kings Road
Taikoo Shing, Hong Kong
Phone: 852.2332.3636
Fax: 852.2574.7803

EMEA Headquarters
Juniper Networks Ireland
Airside Business Park
Swords, County Dublin, Ireland
Phone: 35.31.8903.600
EMEA Sales: 00800.4586.4737
Fax: 35.31.8903.601

Copyright 2009 Juniper Networks, Inc. All rights reserved. Juniper Networks, the Juniper Networks logo, Junos, NetScreen, and ScreenOS are registered trademarks of
Juniper Networks, Inc. in the United States and other countries. All other trademarks, service marks, registered marks, or registered service marks are the property of their
respective owners. Juniper Networks assumes no responsibility for any inaccuracies in this document. Juniper Networks reserves the right to change, modify, transfer, or
otherwise revise this publication without notice.
990232 February 2010

Juniper Networks, Inc.