Working with F5 Support

F5 Technical Support

Remote technical support is available for all F5 customers with eligible support contracts. Annual support services can be purchased from your F5 authorized reseller. Learn more about F5 Customer Support Programs.

Our Commitment

We are constantly striving to improve our service and create closer customer relationships. F5's worldwide customer support organization has pursued and achieved voluntary ISO 9001:2008 certification. You can always expect consistent, professional, high-quality service from F5, which means:

• We expect our Network Support Engineers to conduct themselves professionally at all times
• We are committed to providing the best customer experience possible
• You will be treated with respect and given every consideration possible
• Our goal is to provide our customers with resolutions the first time, every time
• You have a right to request manager escalation for unresolved or "network down" issues

Scope of Support

F5^® Technical Support is designed to remotely assist you with specific break-fix issues regarding on going maintenance of your F5 products. All F5 products come with a one year manufacturer's hardware warranty and 90 days of software media warranty. Technical support is limited to F5 products with active support contracts. Subscribers who require higher levels of support from our support team may opt to upgrade to either Premium Support or Premium Plus Support.

F5 technical support is not designed to walk you through the installation process. If you need comprehensive installation assistance, you may opt for onsite installation services from your local F5 authorized reseller or through F5 Professional Services.

iRules^™ support is available on two levels, dependent on the support level: Standard iRules support provides basic syntactical review for all customers with active standard support maintenance contracts. Premium iRules support adds validation, troubleshooting, and functional testing of a scripted iRule, and is included with Premium and Premium Plus service maintenance contracts. Additional resources for iRules support include F5's DevCentral community, your source for tools, techniques, and collaboration to help you build solutions with iControl and iRules that enable applications to work in concert with the underlying network. To receive assistance with short-turnaround script creation requests, try F5's iRules OnDemand service which can usually handle a request within one business day.

For help with planning, design, deployments, upgrades, migrations, optimization, and application verification to ensure a highly available, scalable, and secure infrastructure, contact F5 Professional Services. You will receive a detailed quote, including a comprehensive Scope of Work (SOW) statement.

Support Hours

F5 support hours are built around your core business hours. We staff F5 Network Support Engineers continuously, 24 x 7 x 365. Regardless of where your offices are located, technical support from F5 is available during your business day.

Information Needed When Submitting a Service Request

You can submit a service request online or by telephone. Providing the following information will ensure that your issue is resolved as efficiently as possible:

1. Product serial number
2. Software versions and types of equipment
3. Description of problem and symptoms (only one problem description per request)
4. Log files and all other relevant output (Login required)
5. Network topology and explanation, if applicable.
6. Case severity

Response Times

F5 aggressively pursues fast response times for all incoming cases. If a technician is not immediately available to help you, a Customer Care Representative will log your call in our case response system and issue you a case number. Learn more about response times and escalation policies.

RAPID-RMA 4-Hour Onsite

F5 customers can upgrade the RMA service levels on their existing Standard, Premium, or Premium Plus maintenance contract to 4-Hour onsite service for business-critical hardware. This option is only available to customers whose F5 products are deployed within the 4-Hour RMA availability area (i.e., no more than 50 miles from an F5 authorized RMA Depot). Customers outside of the 4-Hour RMA availability area have alternative options.

For complete details of this program, please refer to our Customer Support Policies.

Managerial Escalation

If at any time you believe that a case is not being handled in accordance with the service levels in your support contract, or if you wish to comment on the way a particular case is being addressed by a Network Support Engineer, please contact F5 Support and request to speak with a Technical Support Manager.