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FAQs How- To Guides

Support Webinar

On July 29, will conducted a webinar covering all the key things you need to know about Pulse Secure support. To attend the webinar, or review the recording after July 29, please go here:
https://www.pulsesecure.net/news-events/customer-webinars/Support-Operations


Key Reference Materials (applicable from August 1st 2015)

How to Register for Account Access - SUPPORT PARTNER
How to Register for Account Access - END USER
Case Center User Guide
How to Download Software
How to Generate a License for a New Device
How to Generate a License for an RMA'd Device
Knowledge Base & Security Advisory Guide



Frequently Asked Questions

Whom do I contact for support?
What happens to my records that are related to my current product licenses, hardware install base, support contracts, etc.?
How will Returned Material Agreements (RMAs) be managed during the transition period and beyond?
What happens to open cases in the Juniper JTAC support system after the transition?
How do I escalate a case?
How will ongoing upgrades and patches for these products be developed and delivered?
What happens to existing software downloads, products documentation, and knowledge base articles?
What will the end-of-sale (EOS) and end-of-life (EOL) policies look like for existing and new products?
Will Pulse Secure offer new support offerings?
Will Pulse Secure have an email-based notification system?
Will Pulse Secure honor customers' pre-paid Juniper Networks support contracts and renewals?
What about Juniper Advanced services such as Service Manager or Expert to Expert?
Many Advanced Services customers have advanced services credits in their package. These credits are redeemed against fixed deliverables on the Pulse product suite. How will these advanced services contracts (Juniper Care Plus) and advanced services credits be managed with the sale of the Pulse business? Should customers hold on to their credits or book deliverables in now to use up their balance?