Introducing CS-Care & CS-Care+ – 24/7 x365 Juniper Equipment Support

We understand that your Juniper equipment is critical to the success of your business. That’s why we offer round-the-clock support to ensure that your network runs smoothly and without interruption.

Meet our Team

Our team consists of highly skilled technicians who have been certified by Juniper. They are available 24/7 to provide you with expert assistance whenever you need it. Whether you are facing technical difficulties or have questions about your Juniper equipment, our CS-Care support engineers are always ready to help.

The Service

Our priority is delivering prompt, dependable, and convenient support, giving you peace of mind that your network will be back up and running quickly. Our team is equipped with cutting-edge tools and technologies to swiftly identify and fix problems to help minimise any interruptions to your business operations.

We offer Juniper Equipment Support 24/7, every day of the year, so you can be confident that experts are taking care of your Juniper equipment. Reach out to us today to explore our support packages and discover how we can assist you in maintaining a seamless network performance all day, every day.

What is CS-Care

CS-Care is the ultimate third-party support solution for Juniper products. It’s available as an add-on service for products purchased from Circle Stock or for products that have undergone our RaaS (Remanufacture-as-a-Service) process.

What is CS-Care+

CS-Care+ offers the same service as CS-Care but is intended for products that were not purchased from Circle Stock or have not undergone our RaaS process.

Priority Ranking

P1: Complete failure or persistent instability of vital operational functions. Users cannot access services due to network or system failure, resulting in a full-service outage—inability to utilise a crucial feature or functionality essential for mission-critical operations. Problems hindering mission-critical functionality but do not result in a total loss.

P2: Periodic disruptions are impacting essential operations. Unable to implement a feature that is not currently essential for mission-critical functionality. Failure of a crucial hardware component leading to a lack of backup or redundancy. Network or system issues that do not have an impact on mission-critical functionality.

P3: Isolated incidents that temporarily affected crucial operations but have since been resolved. Problems encountered in a testing or preproduction environment typically adversely affect a live network—urgent inquiries or requests for time-sensitive questions or information. Temporary solutions were implemented for Priority 1 and Priority 2 issues.

P4: Common inquiries regarding the setup or operation of equipment. RMA requests for non-critical issues or defects. Reporting of non-essential or minor equipment malfunctions.

Service Features

  • Unlimited Access to Support Engineers
  • 24/7/365 Fault Remedy – Phone & Online Support
  • Next Business Day (NBD) Device & Parts replacement **
  • Software/Firmware Updates ***
  • Assignment SLA for P1/P2 faults – 30 minutes
  • Assignment SLA for P3/AMC – 4 working days
  • Ticket Update SLA – P1/P2: 2 hours, P3: 4 working days, AMC: 4 working days
  • Ticket Follow-up SLA – P1/P2: 2 hours, P3: 4 working days, AMC: 4 working days

* Excludes bolt-On Service

Bolt-on Services

  • On-site Support on Request
  • Equipment Migration
  • Licensing Recovery
  • Configuration Recovery
  • Configuration Migration
  • Configuration Design and implementation

Terms & Conditions – Service provision is subject to remote health & Serial Number/Part Number verification. **Subject to geographical location, if outside of the UK or Mainland Europe we can only offer best endeavours, subject to shipping times. Average UK replacement time = 1 Business Day, Average EU replacement time = 1-2 Business Day, Average USA replacement time = 3 Business Day *** Subject to firmware availability as per Juniper’s supported list. Pay monthly subject to signing 12 Month contract. Customer responsible for device configuration backup.