Exception Process

Technical courtesy case is granted when there is no valid entitlement and the customer requires both technical and RMA support.

• TRUE

• FALSE

Courtesy reason that applies when the last known contract expired within 90 days and theater is in AMER region.

• AMER courtesy case

• Recently Expired

• CSAT

• PO in process

Courtesy reason that is provided when the customer reported a security vulnerability.

• CSAT

• P1-Critical Outage

• Recently Expired

• DND / Hot Account

This courtesy reason is used when a Juniper Lab Engineer, Systems Engineer or Resident Engineer requires technical support for a Juniper owned equipment.

• System Error

• System Engineer

• In House Support

• Internal Support

When approved, CSAT courtesy case may be granted for a customer from AMER whose last known support lapsed within 90 days.

• TRUE

• FALSE

When approved, CSAT courtesy case may be granted for a customer from EMEA whose last known support lapsed more than 90 days.

• TRUE

• FALSE

To determine the customer theater when sending courtesy case approval email, what do we use as a basis?

• SN installed at location

• End Customer location

• AM location

• Primary Account ID location

Courtesy case should not be granted if SN is Service declined except for?

• DND customer

• Hot Account customer

• Theater approved courtesy

• JTAC Senior director approved courtesy

RMA courtesy case should always be approved by theater approvers and _______.

• Planning Team

• GBS Team

• CLM Team

• Theater approvers only

RMA uplift is possible when an RMA already exists. At the minimum, the SN must have an active ______.

• Standard Hardware Warranty

• Enhanced Hardware Warranty

• SVC-ND / PAR-ND

• SVC-CP / PAR-RTF