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F5 Professional Services and Support Organization Raises the Bar for Global Service Quality

Adds support for F5's iRules customizable commands, reduces wait times, and expands service features to further increase quality of service worldwide

F5 Networks, Inc. (NASDAQ: FFIV), the global leader in Application Delivery Networking, today announced the availability of official support for iRules customizable commands. This marks the latest in a number of enhancements to F5's industry-leading professional services and support organization over the last year and a half, including ISO 9001:2000 certification for quality management, and the introduction of the updated Ask F5SM portal to improve user experience and customer support worldwide.

"With added support and services options, F5 is elevating its already industry-leading technology," said Myke Borylo, Senior Web Infrastructure Engineer at American Century Investments. "The customization capabilities of F5's BIG-IP® devices with iRules enable us to specifically optimize our applications and infrastructure in ways other solutions can't provide. And iRules give us flexibility to scale our infrastructure and support new applications as well."

Other recent improvements to F5's support and services offerings include a refreshed "welcome" kit for new customers, a new quarterly services newsletter with tips and best practices for existing customers, and an increase in F5's support and services personnel. As further testament to F5's commitment to customer support and satisfaction, the F5 Customer Support team recently scored an average of 9.1 out of 10 in a comprehensive customer satisfaction survey.

Additional enhancements to F5's support and services portfolio include:

  • Real-world simulation capabilities - A new support simulation and training lab can reproduce customer scenarios, enabling realistic testing and troubleshooting capabilities for customers' specific application delivery environments.
  • Increased employee resources - A new workforce administration system and updated employee training programs ensure that customers receive world-class assistance.
  • Improved phone support - An added North American call center and an advanced call management system minimize hold times and provide prompt, unparalleled support.

As a continuation of the company's industry-leading support strategy, F5 is introducing advanced support for its uniquely powerful iRules customizable commands. Based on the popular TCL scripting language, iRules are event-based policies that help users leverage the power and flexibility of F5 solutions to get the most from their Application Delivery Networks. The iRules support program is available at two levels: (1) standard iRules support provides basic syntactical review for all customers with active standard support maintenance contracts; (2) premium iRules support also includes validation, troubleshooting, and functional testing of a scripted iRule, and is included with all service maintenance contracts at the premium level and above.

iRules support extends F5's comprehensive approach to Application Delivery Networking. This new service rounds out the existing iRules OnDemandSM service and supports the evolution of DevCentralSM , a collaborative online community designed to help users maximize the effectiveness of their application delivery environments through F5's flexible integration tools and technologies. With a membership of over 25,000 application developers and other IT professionals, DevCentral continues to grow at a rapid pace.

"Global enterprises and service providers continue to standardize on F5's Application Delivery Networking products and rely on us as mission-critical to their businesses," said Mark Kramer, VP of Global Customer Support at F5. "We recognize that our global support team and the services provided by F5 must strategically support our customers, not just by addressing problems, but also by providing a differentiated value-add for all our products. iRules and the DevCentral community really showcase the power of F5 solutions, and we're pleased to include iRules support in our solution support portfolio."

iRules support is now available in North America, and will be rolled out worldwide in the current quarter. For additional information on F5's professional services and support organization, including details on iRules support, please visit

About F5 Networks

F5 Networks is the global leader in Application Delivery Networking. F5 provides solutions that make applications secure, fast and available for everyone. By adding intelligence and manageability into the network to offload applications and optimize the data storage layer, F5 extends the power of intelligent networking to all levels of application delivery. F5's extensible architecture intelligently integrates application optimization, protects the application and the network, and delivers application reliability. Over 16,000 organizations and service providers worldwide trust F5 to keep their applications running. The company is headquartered in Seattle, Washington with offices worldwide. For more information, go to

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