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Guidelines & Policies
Technical Support Guidelines
and Policies
Learn About F5 leadership and stewardship
We always strive to act responsibly in our relationships with the industry, the environment, and our customers and partners. Read more about our policies and initiatives.
Policies by topic:
Policies and Warranties
Service Delivery Guidelines and Policies
F5 Network Support Centers (NSCs) remote technical support is available to all F5 customers with active support contracts. All Service Delivery Engineers follow our Quality Management System processes and procedures based on the severity levels as defined in the Guidelines and Policies.
Maintenance Agreement
F5 agrees to support, maintain, repair or replace the F5 products ("Product(s)") properly registered and entitled subject to these terms and conditions ("Agreement").
Product Warranty
F5 warrants that for a period of ninety (90) days from the date of shipment: (i) the media on which the software is furnished will be free of defects in materials and workmanship under normal use; and (ii) the software substantially conforms to its published specifications. Except for the foregoing, the software is provided AS IS. In no event does F5 warrant that the Software is error free, that the Product will operate with any software or hardware other than that provided by F5 or specified in the documentation, or that the Product will satisfy Customer's own specific requirements.
Security Vulnerabilities in F5 Products and Services
F5 incorporates security into our solutions to deliver a better overall experience. We take security issues and vulnerabilities in our products and services very seriously. Reporting and response processes are described in the Security and Vulnerabilities in F5 Products.
Return Material Authorization
Return Policies & Procedures
This document applies to returns for the Technology Refresh Program and the Competitive Replacement Program, Evaluation Returns and Return Material Authorization (RMA).
Please contact F5 Networks, Inc. to obtain a Return Material Authorization (RMA) case number. Troubleshooting by an F5 Network Support Engineer (NSE) is a prerequisite to RMA request approvals for suspect units. All returned material must have a valid F5 issued RMA case number. This number is necessary to ensure proper tracking and handling of returned material at the factory. Do not return any hardware until an RMA is issued. F5 Networks reserves the right to refuse shipments that do not have an authorized RMA number. Refused shipments will be returned to the shipper via collect freight. All shipments need to be properly packaged, ideally in the F5 product packing material. Materials damaged in transit are the customer's responsibility.
Expedited RMA Services
Expedited RMA Services are available to F5 customers that wish to upgrade the Standard RMA Service that is included with Standard, Premium, or Premium Plus maintenance contracts. Customers have the option of upgrading to either Next Business Day Delivery or 4-Hour Delivery of Replacement hardware. Availability of these options is subject to certain limitations, so F5 encourages customers to please contact F5 Professional Services for more information.
- RMA Depot Locations (US/Canada North APAC & Japan South APAC EMEA)
- Expedited RMA Required Forms (Worldwide APAC Japan EMEA)
Failure Analysis Policy
F5 makes available Failure Analysis (FA) Reports which contain product name, serial number, part number, date the analysis was completed, root cause information, diagnostics and follow-up corrective actions by F5, if necessary.
Miscellaneous
ISO 9001:2008 Certification
F5's Global Customer Support organization has achieved the International Organization for Standardization (ISO) 9001:2008 certification, demonstrating our commitment to quality of service standards. The voluntary certification assures customers of F5's adherence to documented processes and procedures designed to ensure continued and ongoing improvements in delivering global customer support.
Customer Support Service Fees
F5 Customer Support fees are assessed for expired maintenance contracts, as well as for maintenance purchased on equipment. These fees are assessed whether purchases are made directly from F5, through an F5 VAR, or from other sources (including used or gray market systems, such as those purchased through eBay).
For complete service fee details, please refer to the appropriate policy documentation below:
Environmental
F5 Environmental Corporate Position on RoHS and WEEE Directives
F5 has an environmental policy in place to help ensure that we conduct our operations in the electronics manufacturing services industry using sound and environmentally responsible management practices. We strive to do our part to protect the environment by developing safe, efficient, and environmentally conscious products, manufacturing processes, and corporate energy use and recycling goals.
RoHS
The Directive on the Restriction of the Use of Certain Hazardous Substances in Electrical and Electronic Equipment (RoHS) limits the sale of equipment containing lead, cadmium, mercury, and other toxic compounds. All products produced by F5 since July of 2006 are in compliance with RoHS rules and regulations.
WEEE Recycling Policy
The Directive on Waste Electrical and Electronic Equipment requires producers to finance the collection, treatment, recycling, and recovery of discarded equipment. We are helping our customers comply with reporting requirements, and we are promoting industry standards that simplify the compliance reporting process.
Web Site
Privacy Policy
We believe that protecting the confidentiality of customer information is our responsibility. We strictly limit the collection, retention, use, and dissemination of customer information.
Terms of Use
Our Web site is intended to provide you with information about F5, as well as to help you learn about and purchase our products and services. Other uses, as well as use of our trademarks and copyrighted content on this site, are restricted or prohibited.