Working with F5 Support Services

Remote technical support is available for all F5 customers with eligible support contracts. Annual support services can be purchased from your F5 authorized reseller.

Our commitment

F5 is committed to delivering consistent, professional, high-quality service. F5 has pursued and achieved voluntary ISO 9001:2015 certification for the technical support we provide to our customers worldwide. Certified support facilities are located in the United States, United Kingdom, Poland, New Zealand, China, Singapore, and Japan (Certificate No. 40885, issued by ABS Quality Evaluations). This means:

F5 Network Support Engineers conduct themselves professionally at all times
F5 is 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 Support Services remotely assists you with specific break-fix issues regarding the ongoing maintenance of your F5 products. All F5 products include a one-year manufacturer's hardware warranty and 90 days of software media warranty. F5 limits technical support to F5 products with active support contracts. All eligible customers receive Standard support (Monday–Friday, 8:00 am to 6:00 pm customer local time). Customers who require higher levels of support may upgrade to Premium Support (24×7) or Premium Plus Support through their F5 authorized reseller.

F5 technical support is not designed to walk you through the installation process. If you need comprehensive installation assistance, contact your F5 authorized reseller or F5 Professional Services.

Support for programmatic interfaces

Customers typically use programmatic interfaces when authoring custom code that uses the calls, events, methods, and operations provided by the interface to achieve a desired function. Most implementations of programmatic interfaces are considered custom code. Implementations distributed on the MyF5 Downloads site, included in a supported product release, or otherwise marked by F5 as supported software that remain unmodified are not considered custom code and will receive full product support within appropriate limits.

At this time, only the specific interfaces noted below are fully supported; all other interfaces are supported with reasonable effort only, with no implied or explicit service-level targets. Any support provided is subject to the limits specified.

Support for programmatic interfaces requires an active F5 Support Services contract.
Support availability differs by tier:
- Standard: Monday–Friday, 8:00 am to 6:00 pm customer local time
- Premium: 24×7×365
F5 Support Services will not provide concept, design, authoring, or creation of code associated with F5 programmatic interfaces.
Additional assistance is available through DevCentral and F5 Professional Services.

iRules-specific support

The iRule must have been previously operating before contacting F5 Support.
F5 will provide basic support for existing iRules to:
- Check iRule syntax
- Assist in troubleshooting iRules
- Validate iRule logic against functional requirements to F5's reasonable effort

iControl REST-specific support

Unless otherwise noted, F5 Support Services provides basic support only to assist with proper usage and verification of the calls, events, methods, and operations provided by the iControl REST programmatic interface on F5 platforms. F5 Support Services provides troubleshooting assistance when investigating runtime errors, compile-time errors, and unexpected results in customer code, but does not support the business logic of custom code. F5 will not author new functionality, nor design solutions involving these interfaces.

F5 Modules for Ansible support

The F5 Modules for Ansible, shipped as part of the Red Hat Ansible Engine package or the open-source Ansible Core, are considered supportable by F5 in an unmodified state. F5 provides technical support and troubleshooting for specific software versions containing specific release tags noted at F5 Cloud Docs.

F5 Support Services provides basic support only to assist with proper usage and verification of the calls, methods, and operations provided by the F5 Modules for Ansible, including:

Checking F5 Modules for Ansible task syntax
Assisting in troubleshooting task output
Verifying the calls and operations provided by the F5 Modules for Ansible

F5 technical support is not designed to walk through the design or creation of Ansible playbooks or custom automation.

Support for F5 projects posted to GitHub

F5 provides technical support for specific GitHub-hosted F5 software versions that carry an F5 Supported release tag, as listed in K80012344: F5 support for GitHub software.

F5 does not provide technical support for using GitHub itself, for software versions that are not tagged as F5 Supported releases, or for community-developed or custom modifications to F5 GitHub projects.

Security vulnerability reporting

To report a potential security vulnerability in an F5 product, email security@f5.com (encrypt submissions using the F5 PGP key at f5.com/security-pgp-key) or submit a report via https://bugcrowd.com/f5networksinc.

For full responsible disclosure guidelines, coordinated disclosure timelines, and safe harbor terms, see the F5 Vulnerability Response Policy at f5.com/company/policies/vulnerability-response-policy.