Juniper SRX Customer Service and Technical Support

Girish Vyas
Architect - Cloud Serviced at a comms service provider with 11-50 employees
The technical support or tech team is good. So far, when I worked with them, they have been able to resolve issues firmly. If they cannot do it, they connect you with someone you can work with, so they can just connect to the engineering team. Their data services is something which is really good. However, their documentation is a bit more challenging. They have unsourced to work, like knowledge base articles and stuff, but they would need to work a bit more on the documentation to compare with Cisco documentation. That's something that they can improve on. They have good documentation. The documentations are clear, but there is not sufficient content available. View full review »
Srengineer98987
Sr. Engineer at a comms service provider with 51-200 employees
The technical support is good. The engineers help support our customers day-to-day. View full review »
Se32Ntwk2190
Senior Network Analyst with 1,001-5,000 employees
I have spoken with technical support 30 or 50 times. On a scale of one to 10, I would evaluate Juniper technical support at five. It's never resolved in one call. It's always a couple of calls. We're not being passed from one department to another, it's just that they don't seem to be answering the question you give them. It's very frustrating. View full review »
Find out what your peers are saying about Juniper, Fortinet, Cisco and others in Firewalls. Updated: November 2019.
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RiskMana49f0
Risk Management and Security Governance at a comms service provider with 501-1,000 employees
I would rate their support seven out of ten. The technical support directly from Juniper is too expensive, so we receive support from our local reseller instead. This can take between one and three hours, which at times is not up to our company standards. While the Juniper support staff is skilled, is it too expensive, which is why I rate it seven. View full review »
ipmplspr538920
Security Governance at a comms service provider with 1,001-5,000 employees
Sometimes, it is difficult to contact the Juniper support because we did not purchase the support package, as it was too expensive. We are using a local reseller instead. Sometimes, when we have had issues, it can take one to three hours for resolution, which is not good at all based on our company standard. However, once we have the right thing connected on the device, then it's very fast. I would rate the technical support as a seven out of ten. The support is skilled, but the cost is expensive. View full review »
RogerBascom
Sr. Network Engineer at Kitsap Credit Union
JTAC (Juniper Networks Technical Assistance Center) is just okay for technical assistance. However, if you are used to Cisco TAC responsiveness, you will need to adjust your expectations with Juniper Networks TAC. I could normally fix my issue with Cisco on the first or second call, speaking with the first Cisco TAC engineer (Tier 1) that I spoke with. Juniper Networks TAC is just as good, but in my experience, it takes about two to three times longer to get the same results. It is not unusual to require escalation before the issue is resolved. Juniper simply does not have the depth and number of Juniper experts as Cisco. View full review »
Darcy Hiebert
Network Architect - Contractor at TEML
I would say that their technical support is ok, but it needs improvement. This is an area where they are not as good as Cisco. View full review »
Bunyamin Bunyamin
Senior Network Security Engineer at Aplikas
Technical support is good. They seem to understand our customer's requirements. When they troubleshoot or support our customers, they seem to know what they are doing. They seem to be very helpful. But customers need support right away, and this has been an issue. It can take two to three days to get help some times just because of the volume of ticket request. View full review »
Reviewer893
Sr. Programmer at a tech vendor with 51-200 employees
Technical support is good, though we have not really used support much. Juniper has a decent knowledgebase. View full review »
Amir Tofangsazi
CEO, Member of the Board at beh
Due to sanctions, we haven't used the technical support of the original company so the maintenance and everything is done by us. View full review »
Mark Edward
Technical Support Engineer at a tech services company with 51-200 employees
When we face problems, it is a firmware or software update. We call Juniper for support and they have a very good team for technical support. They help us a lot, then we will find the solution in the upgraded version of software of unit. View full review »
Jérôme
Senior Network Engineer at a tech services company with 51-200 employees
Technical support is pretty good. I would rate it eight out of 10. View full review »
Ales Ciber
ICT System Specialist at a comms service provider with 1,001-5,000 employees
I would give the technical support an eight out of 10 rating. View full review »
Muhammad Atif Jauhar
Professional Services (Security) at Business Management Company
I am satisfied with their technical support. It is better than what I have experienced with some other solutions. View full review »
ANanonymous
Consumer Engineer at a comms service provider with 1,001-5,000 employees
The technical support is good, but there is a time delay between the support and attacks. View full review »
Tarek Menshawy
Senior Network and Security Consultant, JNCIE-SEC#408 at a financial services firm with 501-1,000 employees
I think they have professional support. Support is really good, they are professional engineers. Customer support is very good. View full review »
Tanzir Ahmed
Network Manager with 1-10 employees
I haven't used technical support, just local support. View full review »
Jean Almeida
Senior Network Analyst at a energy/utilities company with 10,001+ employees
High level of technical support. View full review »
Find out what your peers are saying about Juniper, Fortinet, Cisco and others in Firewalls. Updated: November 2019.
377,828 professionals have used our research since 2012.
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