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.
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We believe that protecting the confidentiality of customer information is our responsibility. We strictly limit the collection, retention, use, and dissemination of customer information.
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.
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.
Service Delivery Guidelines and Policies
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.
F5 is committed to complying with all applicable import and export laws, regulations, and policies that govern our global operations. F5’s products and technology contain encryption that is subject to control under the Export Administration Regulations, as administered by the U.S. Department of Commerce's Bureau of Industry and Security. Click on the link below for more background on these controls.
Receive priority status at F5, with fast, easy access to a dedicated team of senior-level, F5-certified Network Support Engineers and a Service Delivery Manager.
F5 Premium Plus Service Description 10x5
F5 Premium Plus Service Description 24x7
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.
F5 agrees to support, maintain, repair or replace the F5 products ("Product(s)") properly registered and entitled subject to these terms and conditions ("Agreement").
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.
Overview of the F5 Return Materials Authorization process
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.
Required Expedited RMA Forms: Worldwide | Japan
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.
Failure Analysis Policy
F5 Professional Services can help you achieve the most from your F5 products while improving your ROI, reducing your administration obstacles, and ensuring the reliability of your networks and the applications that run on them.
Consulting Services Agreement
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.
View ISO 9001-2008 Certification Datasheet
View ISO 9001-2008 Certificate (May not open in all browsers. Download and open in Adobe Reader to view.)
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:
Lapsed Service and Recertification Fees